Director, CRM Product & Customer Intelligence

McKinney, TX 75070

Applying to

SRS Distribution
- Mc Kinney

Posted 2 Days Ago

SRS Distribution
- Mc Kinney

McKinney, TX 75070

The Director, CRM Product & Customer Intelligence is responsible for owning the vision, roadmap, and prioritization for the platforms and applications that facilitate and inform our customer relationships and, in turn, drive revenue. This role ensures we deliver the optimal products and features based on clearly understood business needs and manages a product roadmap that aligns with overall organizational strategy, with buy-in from relevant leaders and stakeholders—all in the context of enabling and optimizing sales engagement driven by business intelligence.

Acting as the connective tissue between business stakeholders and the technical delivery team, the Director, CRM and Customer Intelligence translates strategy into workflows, requirements, and a prioritized backlog, defines outcomes, and ensures the platform scales as the company grows and adopts AI-powered customer intelligence.

• Product Vision and
  
  Roadmap:
  
  Own the product vision, roadmap, and prioritized feature backlog for Salesforce and related applications. Manage a roadmap that aligns with overall organizational strategy and secures buy-in from relevant leaders and stakeholders.
• Business Alignment and Requirements:
  Partner with sales, service, marketing, and operations to capture business needs and align on priorities. Synthesize corresponding business requirements into clear, outcome-driven initiatives that can be translated into technical solutions.
• Requirements Definition and Delivery:
  Write epics, user stories, and clear requirements with acceptance criteria and a definition of done that set the development team up for success. Accept delivered work and ensure it meets the intended outcomes.
• People, Process, and Systems Understanding:
  Thoroughly understand the people and processes of all teams being served in order to design optimal features and corresponding processes. Understand the available platforms and technologies well enough that requirements are contextual to the systems being implemented or enhanced.
• Customer Intelligence Strategy:
  Own the data and customer‑intelligence strategy on the platform, including AI use cases. Translate customer data and intelligence into measurable business value.
• Metrics and Value Realization:
  Define and track success metrics, ROI, and adoption for platform investments. Use data‑driven insights to guide prioritization and demonstrate impact.
• Governance and Vendor Management:
  Establish and run platform governance, including intake, prioritization frameworks, and change control. Manage vendor and licensing decisions to optimize cost and value.
• Stakeholder Communication:
  Communicate roadmap, trade‑offs, and progress to executives and stakeholders. Foster transparency and accountability across the teams being served.

The Director, CRM and Customer Intelligence reports directly to the Director, GenAI Engineering and Platforms. This position does not have any direct reports. The Director, CRM and Customer Intelligence collaborates extensively with cross‑functional teams—including sales, service, marketing, operations, the Principal Architect, and the Salesforce delivery team—to ensure successful platform execution and strategic alignment.

25% Travel required for conferences and team meetings

Frequently operates a computer, keyboard, mouse, and other standard office equipment

4 days per week onsite in the Mckinney Corporate Office

• Proven success in product ownership or product management, including CRM/Salesforce platforms
• Demonstrated success owning a roadmap and backlog and delivering measurable business outcomes
• Strong understanding of CRM, customer data/intelligence, and how to translate it into value
• Experience establishing platform governance and prioritization across competing stakeholders
• Experience leveraging AI‑driven customer intelligence to inform product strategy and serve customers better
• Ability to synthesize business requirements…