SalesForce Solutions Director – Sitel Group – Tranbjerg J

MISSIONSalesforce is the CRM tool at the heart of Sitel’s Global Growth and client management process, linked to financial planning and other key organizational processes. Mission of this function is to ensure that the Sitel Salesforce instance, configuration, is at all times optimally structured and utilized to meet the needs of the business globally across all geographies, that the users are well trained and accuracy of usage is systematically controlled and outputs from Salesforce feed the right internal processes. ABOUT THE JOB As a SalesForce Solution -Director, you will own and continuously optimize the strategy and role of Salesforce in Sitel’s Business Management cycle across all activities and in relation to functions and processes it is liked with. In this role, one works closely, proactively with all key functions at Sitel which utilize SF as a tool or as source mapping requirements and driving the right business dialogue. This including and not limited to Sitel Finance function, IT, Account Management, Sales and Solutions, Legal, Marketing and BID management. As the Director, one will ensure that the integrity and strength of the solutions recommended is at industry bench mark level, and drives growth of the company by easiness of use; users to close deals and manage client records effortlessly and intuitively. You will need a deep understanding of the Salesforce platform but just as importantly, business acumen and understanding of end to end client relationship and sales process, as well as top-notch people skills to build trust and accountability within a matrix organization. KEY RESPONSIBILITIES• Drive Salesforce strategy as the Business owner at Sitel; aligning decisions with agreed key stakeholders • Own the design of Salesforce • Ensure process mapping documentation, guidelines and reporting / dashboards are up to date and meet the business needs at all times• Ensure learning and SME capability for all SF users is in place at all times• Conduct research into Internal Customers use of Salesforce, producing a report of findings with recommended steps and a roadmap for Salesforce solutions• Collaborate with colleagues to create prototypes and proofs of concept as a means of eliciting and defining requirements• Review solutions and recommending improvements• Understand where integration would be required with other tools used across the Business, and drive deployment till completion including rollout control and training• Act as a release manager, approving configuration and coded items to be deployed between environments• Describe and illustrate designs with appropriate justifications• Ensure documentation of the steps for testing• Partner with Development Team on the configuration, quality assurance, testing, and deployment of Salesforce• Collaborative project and work stream planning SKILLS REQUIRED• Financial acumen• Business maturity and ability to understand and navigate a global, matrix organization• A pro-active personality, with a can-do attitude• Excellent relationship-building skills• Strong analytical skills, with the ability to observe trends. Able to actively make suggestions based on the results• Available and responsive to question, clarifications and instructions• Ability to tailor communication to multiple audiences at all levels• A self-starter, experienced in leading projects or delivery work streams• Outstanding written communication skills• Ability to demonstrate concepts visually and in writing in a way that enables stakeholders to decide with confidence• A strategic approach to solution design, with proven ability to develop and execute tactical plans to support the strategy• Excellent ability to coach, motivate and direct work tasks to a multi-disciplinary team of Salesforce professionals• Effective people leader and coach JOB INTERACTIONSInside Sitel Reporting relationships Outside Sitel• Business Development• Account Management• Bid Management• Solutions• Marketing• Legal• Pricing• Finance • SalesForce OTHER QUALIFICATIONS Experience• At least 5 years’ experience in a leading role in delivering Salesforce projects or equalent• Excellent communication skills, written, verbal, and interactive when online• Proven ability to manage complex, multidimensional programmes and concepts Education• Degree or Post Graduate in Information Technology, Computer Science, or other relevant subjects Certifications and Licenses• Sales Cloud• Market Cloud• Service Cloud Languages• English (required)• Other languages (Local language defined depending on regional support needs)

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