Director, CRM

Position Summary

AD is seeking an experienced Director, CRM to join our team and build a CRM practice. This person will serve as AD’s enterprise product owner and business leader for Salesforce, influencing leadership and driving cross‑business unit alignment on data, process and system capabilities. This role is accountable for defining and prioritizing the CRM roadmap, managing a cross‑functional backlog, re‑architecting processes, driving adoption, and business value across the organization.

This leader will serve as the internal champion of CRM and partner closely with Business Units, IT, and cross‑functional teams to design and implement AD’s CRM roadmap—including contact management, engagement tracking, business development management, analytics integration, and marketing automation.

Full‑time

AD is seeking an experienced Director, CRM to join our team and build a CRM practice. This person will serve as AD’s enterprise product owner and business leader for Salesforce, influencing leadership and driving cross‑business unit alignment on data, process and system capabilities. This role is accountable for defining and prioritizing the CRM roadmap, managing a cross‑functional backlog, re‑architecting processes, driving adoption, and business value across the organization.

This leader will serve as the internal champion of CRM and partner closely with Business Units, IT, and cross‑functional teams to design and implement AD’s CRM roadmap—including contact management, engagement tracking, business development management, analytics integration, and marketing automation.

• Define and maintain a multi‑year CRM roadmap, including an operating model and business unit alignment.
• Lead prioritization of CRM enhancements across Business Units, Finance, Executives and other programs.
• Own future phases of Salesforce implementation beyond ADConnect (AD’s internal website), including contact management maturity, member and supplier engagement, activity management, business development, and marketing automation.

• Design and lead the execution of CRM capabilities and related business processes, ensuring they are scalable, well‑documented, and aligned with AD’s operating model.
• Establish a governance structure that defines decision rights, roles and permissions between Business Units, Value Added Programs, Finance, IT and ADConnect.
• Support data governance initiatives as they pertain to CRM. Define and maintain CRM data ownership, update rules, and workflows across AD (who updates what, where, and when).

• Re‑architect business processes including contact management, engagement workflows, pipeline management, and marketing operations, defining future‑state workflows that are standardized, scalable, and cross‑functional.
• Define business requirements and acceptance criteria; IT and external partners execute technical implementation.
• Act as the primary business point of contact for Salesforce‑related work tied to ADConnect, Lawson integration, and future applications (e.g., SSO, AD Rewards, surveys).
• Partner with IT on system configuration, integrations, enhancements, and vendor/partner coordination.
• Serve as the escalation point for CRM issues and improvements, ensuring the system evolves with business priorities.

• Develop and deliver a training approach that differentiates between power users, business leaders, and occasional users in utilizing CRM tools.
• Responsible for proactive communications to users on CRM enhancements.

• Define and implement enterprise‑wide engagement tracking standards, activity types, and reporting across supplier relations, member engagement, and other activities.
• Design and operationalize Salesforce‑supported pipelines for supplier and member business development, including stages, qualification criteria, and dashboards.
• Work with business leaders to support Leadership dashboards, Business unit scorecards, engagement KPIs, BD pipeline reviews, and campaign performance.

• High emotional intelligence with proven ability to lead and…