Director, Salesforce Systems - Sales, Service & Marketing CoE

Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well‑being of animals and those who care for them drives us to advance the world of veterinary medicine.

The Director, Salesforce Systems
- Sales, Service & Marketing CoE leads Covetrus’ enterprise CRM function and Center of Excellence (CoE) for the global Salesforce platform:
Sales Cloud, Service Cloud (Omni-Channel routing, Messaging, Service Cloud Voice with Five9 CTI and Embedded Service), Marketing and Data Cloud, and Agentforce, the agent layer built on top of them. The platform is the operational backbone for customer engagement across Covetrus’ North American businesses
- Pet Owner and In-Clinic customer service, pharmacy and order operations (GPM), Technology Support for our practice‑management software (Pulse, Avimark, Impromed), vRxPro, Compounding and Commercial - and handles on the order of half a million cases and hundreds of thousands of chat and voice conversations every quarter.

The Director is accountable for developing, implementing and delivering highly adopted systems that drive the sales, marketing, customer service and support strategies as expressed by the executive leaders of those functions, their designated process owners, and the CRM Steering Team. This includes responsibility for short- and long-term strategic goals, actionable metrics, roadmaps, change management, budget, resourcing, workflows, data quality, and architecture of CRM and ancillary systems - and, increasingly, for the design, governance and measured performance of the Agentforce agents that serve customers and employees directly.

The role collaborates with peers to drive business change, compliance and process consistency, and delivers a raving fan level of customer experience.

• Partnering with senior sales, marketing, customer service and support leaders and their designated business process owners to provide guidance on Salesforce and Agentforce strategies that instantiate, automate and support Covetrus’ best practices in their respective disciplines.
• Owning the multi-year CRM and Agentforce roadmap - from modernizing the service platform, through the Agentforce foundation, to customer-facing and employee-facing Agentforce agents - and sequencing it against business priorities, licensing commitments and team capacity.
• Championing, gaining support from business leaders, and driving changes ensuring full buy-in from all stakeholders in the business, including contact-center leadership whose teams work alongside Agentforce every day.
• Partnering with the enterprise AI Command Center on intake, prioritization, governance and ROI reporting of Agentforce use cases, so that Agentforce outcomes are measured with the same rigor as the rest of the Command Center portfolio.

• Owning the end-to-end lifecycle of Covetrus’ Agentforce agents - the customer-facing Service Agent on chat and the Voice agent on inbound phone across Customer Service and Technology Support, the sales-assist and FAQ agents, and the internal Employee and Service agents - including agent design, topic and action definition, instructions and prompt templates, versioning, testing, release management and rollback.
• Establishing the guardrails for Agentforce:
  Einstein Trust Layer configuration, grounding and knowledge sources, escalation and hand-off rules, sensitive-data handling, and human-in-the-loop controls…