CRM Business Director

CRM Business Director

The CRM Business Director will serve as the business-facing owner for ISC2's Salesforce CRM ecosystem, bridging business strategy and technical execution to ensure the platform enables consistent, scalable and secure customer, member, partner and sales operations.

This role will define and maintain the Salesforce platform roadmap, align on CRM business needs across functions, prioritize enhancements, and partner with technical teams to deliver solutions that improve user experience, data quality, reporting, workflow efficiency and business outcomes.

The incumbent will be accountable for functional alignment across sales and related stakeholder groups, including functional profiles, role-based access needs, data visibility expectations, process standardization and adoption of CRM best practices. This role ensures Salesforce remains trusted, governed and aligned to ISC2's strategic objectives.

Responsibilities include:

• Own the business roadmap for Salesforce CRM, including prioritization of enhancements, backlog management, and coordination of UAT to enable release readiness and value realization.
• Partner with Sales, Marketing, Member Services, Finance, Data, PMO, IT, Security and other stakeholders to define CRM capabilities that support business strategy and operational excellence.
• Translate business objectives into clear requirements, user stories, process flows, acceptance criteria and success measures for Salesforce configuration, integration, reporting and user experience improvements.
• Serve as the primary business decision-maker for CRM scope, prioritization and tradeoffs, balancing stakeholder needs, technical feasibility, risk, compliance and expected business value.
• Own business decision rights for CRM changes, including intake, prioritization, approval of requirements, adoption expectations and post-release validation.
• Partner with Salesforce administrators, architects, developers, business analysts and implementation partners to ensure solutions are scalable, secure, maintainable and aligned to platform standards.
• Define and govern functional profiles, roles, permissions, data visibility requirements and business rules in partnership with IT, Information Security and data governance stakeholders.
• Support data integrity across sales and related teams by establishing ownership expectations, data standards, validation needs, quality monitoring and remediation priorities.
• Drive CRM adoption through stakeholder engagement, change readiness, training input, communications, user feedback loops and adoption metrics.
• Partner with the PMO and IT functions to orchestrate CRM intake and enhancement governance, ensuring requests are evaluated, prioritized and aligned to enterprise priorities rather than isolated team preferences.
• Collaborate on integrations between Salesforce and connected systems, including data flows, process impacts, business rules and downstream reporting needs.
• Support dashboards, reports and KPIs that provide reliable visibility into pipeline, account activity, relationship management, membership or customer engagement, adoption and operational performance.
• Participate in testing, UAT planning, release communications and post-release validation to confirm delivered functionality meets approved business requirements.
• Perform according to the following success measures:
• Timely delivery of high-value enhancements with well-defined requirements, testing and release readiness.
• Improved CRM adoption, usability and stakeholder satisfaction across sales and related business functions.
• Higher data quality and confidence in Salesforce reporting, dashboards and operational metrics.
• Clear, prioritized CRM roadmap aligned to enterprise goals and business value.
• Reduced process variation, clearer ownership and stronger governance across CRM workflows, access expectations and data standards.
• Perform miscellaneous duties, as assigned.

Behavioral competencies include:

• Strategic and business-oriented, with the ability to connect CRM capabilities to organizational objectives, stakeholder outcomes and measurable value.
• Strong communication skills with the ability to translate between business stakeholders and technical teams clearly, concisely and credibly.
• Collaborative and influential, with the ability to align cross-functional stakeholders around CRM priorities, standards and decisions.
• Highly organized and able to manage competing priorities, backlog items, dependencies and stakeholder expectations in a structured manner.
• Strong analytical mindset, with the ability to interpret data quality issues, reporting needs, process gaps and adoption trends.
• Detail-oriented, especially in relation to requirements quality, data integrity, access considerations, workflow impacts and release readiness.
• Comfortable operating in a governed environment where security, compliance, documentation and stakeholder accountability are important.
• Change-oriented and user-focused, with the ability to improve adoption by understanding…