Senior Technical Delivery Manager, CRM Technology & Client Data

Senior Technical Delivery Manager, CRM Technology & Client Data

At Chanel, we are focused on creating an inclusive culture that nurtures personal growth, contributing to collective progress. We believe the uniqueness of each individual increases the diversity, complementarity, and effectiveness of our teams. We strongly encourage your application, as we value the perspective, experience and potential you could bring to CHANEL.

CHANEL is looking for a Senior Technical Delivery Manager, CRM Technology & Client Data to join our US TECH CRM team in New York City. The Senior Technical Delivery Manager, CRM Technology & Client Data at CHANEL acts as the bridge between strategic Salesforce CRM vision, the business and hands-on execution. This Delivery Senior Manager is the primary subject matter expert for Salesforce Data 360 and the Chanel CRM ecosystem (Salesforce Data 360, Marketing Cloud, Google Big Query).

Strong partnership with the Tech Data 360 Product Owner, on the strategic roadmap, is necessary. The ideal candidate has expertise in and is responsible for designing, validating, and leading the implementation of scalable and innovative technical solutions. The Senior Delivery Manager is a technical program manager who will dive deep into data models, integration patterns, and platform capabilities to guide business stakeholders on how to best leverage our client data platforms to solve complex business challenges.

This IC role will partner with several internal teams to define and manage initiatives to drive the business in a complex luxury retail environment. The role will manage the vendor, working with business stakeholders, internal PM/BA team, testers, and other internal and external technology teams to ensure on time and successful delivery of the CRM roadmap.

• Translate Architecture into Action:
  In close partnership with the CRM Architect, deconstruct high-level architectural blueprints into detailed technical designs, data flows, and actionable user stories for the development team
• Own Project-Level Design:
  Serve as the technical design authority for the delivery team, making critical implementation decisions for components within Salesforce Data Cloud (e.g., data stream configuration, identity resolution logic, Calculated Insight formulas)
• Ensure Architectural Adherence:
  Act as the guardian of the architect's vision during implementation, ensuring all development work strictly adheres to established enterprise standards, patterns, and best practices
• Lead the Build:
  Lead the Agile Delivery Team responsible for executing the CRM technical roadmap. Manage sprint planning, resolve technical roadblocks, and ensure the on-time delivery of high-quality code
• Hands-On Validation:
  Conduct proof-of-concepts and personally validate new Salesforce Data Cloud features to confirm their suitability and application against the architectural design
• Implement Best Practices:
  Own and enforce the team's engineering standards, including environment management, release protocols, code versioning (CI/CD), and deployment methodologies
• Drive Quality:
  Implement and manage rigorous code review processes, automated testing, and QA practices to ensure the stability and integrity of all deliverables
• Technical Problem Solving:
  Act as the primary escalation point for the most complex technical issues within the platform, performing deep-dive analysis and orchestrating solutions
• Maintain an expert-level, feature-by-feature understanding of the Salesforce Data 360 Cloud platform and its integration capabilities
• Advise the Product Owner and business stakeholders on the practical application and effort required for new features, grounding their requests in technical reality
• Provide continuous feedback to the CRM Architect on platform performance, limitations, and opportunities for improvement discovered during implementation

• Being highly collaborative, adaptable to different audiences and ways of working
• Ability to navigate and influence cross-functionally, acting as a team player
• Strong relationship management skills
• Entrepreneurial spirit
• Strong organizational & management skills, ability to multi-task concurrent projects and help team adhere to deadlines
• Ability to independently identify issues, collect data, establish facts, and draw valid conclusions

• Hands-On Technical Leader: A "player-coach" who is as comfortable leading a technical design session as they are reviewing complex code and configuration. This captures the essence of being both a manager and a practitioner
• Pragmatic & Analytical Problem-Solver:
  Possesses a strong analytical mindset to independently diagnose complex issues, balanced with the pragmatism to balance technical excellence with the practical needs of business delivery
• Collaborative & Influential Communicator: A natural collaborator who can build strong partnerships with architects and developers, and effectively communicate…