EMEA Program Director, Salesforce Pledge

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Our Department:
The Customer Experience (CX) team at Salesforce is dedicated to bringing teams across the company together to deliver on our brand promise and create exceptional customer experiences at every interaction, from digital touchpoints to engagements with our sales teams to programs and services that deliver customer success. We collaborate with all functions and all levels of the organization to deliver on prioritized customer experience initiatives through our internal program called the “Salesforce Pledge”. We model the way in putting the customer at the center of everything we do by bringing the voice of our customers to light, driving action with data and insights, and building the muscles and expertise in customer experience management.

Role Description:
We are looking for a Program Director to expand the Salesforce Pledge internationally. Our job is to help every employee be a Chief Customer Success Officer, which means no matter what role they are in, they are empowered to drive change and create great experiences our customers expect of us. You will play a crucial role in building out the Pledge program across Europe, bringing to bear the best in class Program Management Office (PMO) for the Salesforce Pledge. This includes driving program communications and training, supporting cross-functional prioritizations, and bringing critical projects to light across different audiences to name a few. You will also work cross-functionally to keep projects moving forward, removing obstacles where needed and raising visibility to leaders. At the heart of the role is the need to influence country leaders and inspire employees, which requires great persuasion and communication skills. This is a unique opportunity to work across all teams at Salesforce and gain visibility and insights to key areas of our business including Sales, Customer Success, Products, and Partners. You will get to participate in discussions with top executives and ultimately make a difference for our customers.


Responsibilities:

• Manage the planning, development and implementation of the Customer Experience program (Salesforce Pledge) across Europe, building on established program components in the US
• Establish and maintain advisor relationships with country leaders and project stakeholders by providing vision and future program roadmapping
• Create a closed-loop feedback channel with customers and with Business Stakeholders to help drive innovation and close the gap
• Drive requirements with survey teams to feedback is captured, analyzed, reported and actioned upon
• Collaborate with project stakeholders to plan projects from start to finish, including identifying processes, deadlines, and milestones
• Create effective communications with leadership, program managers, and across Salesforce using various channels (i.e. email, videos, Slack, newsletters)
• Lead large group discussions during program planning and prioritization processes
• Leverage business knowledge and expertise to drive business process improvements
• Facilitate requirements gathering and assist with the creation of project deliverables, as needed
• Build out a network of stakeholders across EMEA, and be the evangelist of our CX thinking

Minimum Requirements:

• 15+ years experience in a Project Management or Customer Experience role (i.e. CX strategist) with proven track record of delivering business value, and managing cross functional projects for large organizations.
• Demonstrated project leadership skills, and negotiation and conflict management
• Outstanding and effective interpersonal skills; along with strong communication skills both verbal and written
• Strong storyteller with ability to present to an executive audience, and influence change
• Proven experience thinking out-of-the-box and solving tough strategic problems; demonstrated ability to structure complex problems and develop solution.

Preferred Requirements:

• 5+ years experience in a CX role (i.e. CX strategist) or Customer Success role with demonstrated experience in Design Thinking
• Passionate about CX and a get things done attitude
• Self-starter and high degree of motivation to go above and beyond the task at hand
• High energy with the ability to successfully drive projects with minimal guidance
• Ability to work effectively in a fast paced, high energy, team-oriented environment.
• Ability to multi-task and perform effectively under pressure

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