Product Manager, Global Clienteling & Salesforce

This position, reports into the Director of Retail Systems & Innovation within the Global Sales & Client Operations team. The Retail Systems & Innovation team delivers exceptional client experiences across retail, ensures store staff are equipped with the right tools and know-how to consistently deliver a stellar client experience and support the omni-channel offerings of a luxury retailer.

The position will focus on clienteling initiatives and partner closely with the Global Client Development, Client Care Center, Legal, IT and Regional leads.

This role is responsible for thinking through the client and internal user experience, launching new capabilities (including business/functional requirement definition, UAT, etc.), driving adoption of new capabilities and scaling programs to drive business results by building upon our current Salesforce instance.

As a Salesforce Product Manager, this role will be vital in strategizing, building, and implementing a large scale, enterprise platform. This role will have responsibility for features such as outreach and client management

Primary Responsibilities:

• Partner with Retail Teams, Client Development, Client Care Center, IT and Regional Omnichannel leads and other stakeholders to bring business strategies to life through features and functionalities.
• Visions & Roadmap
  • Create vision for where/when to surface various capabilities across Salesforce
  • Craft a Product delivery strategy and capabilities roadmap that aligns with Clienteling & Retail strategic needs
• Capabilities
  • Launch new capabilities across markets including requirements gathering, collaboration with Experience Design, UAT, training, etc.
  • Launch enhancements specific to how/where capabilities are surfaced to optimize efficiency and drive adoption
  • Proactively identify opportunities to streamline and refine product mix across existing retail toolset
• Program Management
  • Proactively seek out and identify needed system changes to optimize and maintain platform
  • Manage new releases of SFDC and efficiently roll out new features
  • Partner with Engineering teams to resolve issues with production applications and work with users on training and adoption
• Communications:
  • Able to translate technical CRM capabilities to a non-technical audience
  • Articulate issues clearly and communicate effectively with all levels of the organization, including senior management.
  • Listen well and be receptive to others' ideas and suggestions, encouraging open and collaborative dialogue among team members.
• Management, Leadership & Culture:
  • Direct oversight of Salesforce specialist responsible for executing program management functions
  • Lead project teams consisting of project managers, business analysts, technical consultants, and engineers with the objective to deliver on project goals and business objectives with high quality
  • Demonstrate ability to define strategic functionality and roadmap to provide optimal business and client value.
• Partner with director on identifying new opportunities through analytics, consumer research, competitive data and collaboration with cross-functional partners
• Contribute to process improvements and evolution toward modern software development practices

• Experience with Salesforce platform, capabilities, reporting and configuration is preferred
• 8+ years professional experience designing and delivering software implementation in complex environments
• Strong understanding of omnichannel/retail best practices and displays business strategy thought leadership
• Ability to clearly communicate strategic direction and create enthusiasm in technology team for delivering truly exceptional technology enabled experiences
• Strong leadership, interpersonal, partnership and influence management skills
• Superb project management expertise including excellent multi-tasking, prioritization and organization skills
• Strong detail orientation with ability to see / maintain strategic perspective
• Exposed to agile methodologies
• Exposed to CRM development and technical capabilities teams as their primary business partner
• Familiar with web analytics tools such as Google Analytics, Adobe Analytics, Content Square, etc.
• Knowledge of the luxury and retail industries, key market trends and competition is a plus
• Ability to travel between office locations, domestically and internationally