We are in search of a successful Leader of Digital Administration for all digital tools, including our CRM/PRM platform, Salesforce.com.

On a day-to-day basis, this role will build business partnerships, manage our internal Salesforce Administrators and Digital Tools Consultants, and outsourced vendors on a project basis. In addition, this role will oversee demand and capacity management, build and maintain governance models as necessary, provide administrative oversight, documentation and process improvement opportunities. To achieve this, this role will be working as part of a team, across the Enterprise. This work will enable the company to grow, drive revenue, improve internal processes and Associate's experience.

Job Responsibilities

There are four key areas of responsibilities for this role:

Leadership

• Empowered to make definitive recommendations on prioritization decisions for backlog 


• Manages team to improve the efficiency of delivery team(s), influence creativity and encourages individual growth opportunities 


• Oversee, indirectly, the expansion of and support of business divisional admins and power users


• Advocates for EWA and lives the principles by making decisions for the greater good 


• Supports cross-functional teams to provide resource and support

Demand Management and Delivery Team Liaison 

• Helps product owner(s) create roadmaps that are delivery ready by defining sequence and helping prioritize backlogs 


• Collaborates with broader team to map, build, measure, and maximize customer journeys 


• Leads team in delivery management of new technology, campaigns and journeys, coordinating and driving schedules and deliverables 


• Develops pipeline, forecast and support model for delivery of future anticipated work 


• In partnership with IT and VMO, manages technology SLAs 


• In partnership with IT delivery team, create plan and delivery plan for maintenance requirements of platforms

Continuous Improvement

• Identify customer process pain points and gaps in best practices and align those efforts, where appropriate, with the platforms capabilities 


• Identify technical debt items that need to be added to the demand management process to ensure the platform's architecture and configuration is efficient and agile for future development 


• Manages and aligns to OA Way for Operations model

Platform Oversight / Reporting 

• Will be responsible for measuring engagement, provide reporting and supporting work effort delivery/benefit analysis 


• Manages the relationship with the salesforce.com account executive ensuring that we are kept up to date on release and best practices as well as ensure available resources provided by salesforce.com are brought into OneAmerica, as needed, for counsel or support 


• Establishes communication process with stakeholder groups including discovery documentation, delivery timeframes and enhancement releases 


• Identifies potential to implement innovative new methodologies and improve analytical procedure 


• Uses available data sources to deep dive and troubleshoot technology effectiveness and performance issues

Key Requirements and Skills

• Bachelor's Degree 


• Exceptional communications, relationship and influence skills


• Saleforce.com related experience preferred 


• Extensive PRM (producer relationship management) and CRM (customer relationship management) experience 


• Experience in working within a marketing/business intelligence environment 


• Experience in identifying and validating strategic and tactical marketing objectives 


• Successful direct and indirect management experience 


• User experience across digital tools

Key behaviors 

• Enthusiastic and self-motivated, with the ability to lead projects proactively 


• Meticulous attention to detail, with an overall passion for continual improvement


• Innovative and creative, with a logical and methodical approach to problem solving


• Credible and articulate, with excellent communication, presentation and interpersonal skills 


• Ability to relay analytical insight to internal and external stakeholders with various levels of analytical and digital knowledge and at all levels of seniority 


• Strong understanding of how marketing and technology will be combined to accomplish organizational goals 


• Excellent written and verbal communication