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Director of Client Relationship Management (CRM)

Ferguson Enterprises

Ferguson Enterprises

Customer Service
Remote
Posted on Wednesday, May 8, 2024

Job Description:

Ferguson is North America’s leading value-added distributor across residential, non-residential, new construction and repair, maintenance, and improvement (RMI) end markets. Spanning 34,000 suppliers and more than one million customers, we deliver local expertise, value-added solutions, and the industry’s most extensive portfolio of products. From infrastructure, plumbing, and appliances, to HVAC, fire protection, fabrication, and more, we make our customers’ complex projects simple, successful, and sustainable.

Ferguson is currently hiring for a Director of Client Relationship Management. Join our team! This role will serve as the Business Owner (i.e., Salesforce) and voice of field leadership within the enterprise to drive adoption of CRM system technology and ensure accountability with business leaders. This position requires the ability to influence others to accept practices and approaches, as well as the ability to effectively communicate and influence others within Executive Leadership.

The Director will serve as a pivotal liaison between their own team, Digital Engineering, and Digital Commerce, acting as the central point of contact to clarify questions, reach consensus, and provide guidance to drive CRM business decisions and prioritization.

They will recommend and direct the execution and adoption of the enterprise CRM strategy established by functional and executive leadership, ensuring system deliverables directly impact the achievement of overall enterprise results. The successful adoption of Salesforce and integration within the enterprise will have a direct and significant impact on company results and the ability to implement a One Ferguson project solution across customer groups. This role requires a high degree of responsibility for resources and frequently influences business decisions made by functional leadership.

This role is approved to be fully remote and can be based anywhere in the United States.

Responsibilities:

  • Act as an Ambassador and Strategic Partner for the CRM product group, fostering robust relationships with internal collaborators (i.e., Omni Channel and Digital Engineering), as well as customer and business groups, and external partners, all while championing innovation and excellence within the CRM portfolio (i.e., Salesforce).
  • Hold the primary responsibility for implementing the CRM roadmap, timelines, and requirements for respective areas of Salesforce implementation in alignment with enterprise vision and strategy.
  • Work with the Information Technology team to design, develop, configure, enhance, optimize, and maintain the CRM product and platform in partnership with administrative collaborators, Business Leaders, and Operational Stakeholders.
  • Manage a team of Sales and Service Product Managers and Business Analysts, partnering with cross-functional leaders and teams (i.e., Human Resources, sales, operations, software developers, and application administrators) to ensure efficient product development and delivery while resolving complex challenges to meet business results.
  • Drive CRM product development to meet strategic objectives and create a significant impact for end-users across the enterprise, guided by a deep understanding of customer needs, business needs, and market trends.
  • Positively impact Ferguson’s operational abilities to drive business results by enabling users to operate on one CRM platform across the enterprise, as well as changing the culture of Ferguson by enabling collaborators to effectively demonstrate CRM products and applications across all businesses within the enterprise with a one Customer and One Project solution approach.
  • Consult with various departments and field leaders to ensure two-way communication occurs and CRM technology and processes can continue to evolve, providing clarification to translate business requirements into technical solutions through internal and external partnerships.
  • Partner with business leaders beyond go live/hyper care to gather wins, challenges, and standard processes.
  • Report on technology deviations and defects, identifying, planning, and implementing CRM technology improvements to reduce costs, errors, duplication, or re-work to improve product and service quality and customer satisfaction.
  • Participate in leadership meetings and represent associate concerns, policies, and guidelines to the management team.
  • Conduct regular associate meetings.

Qualifications

  • 10+ years of proven product ownership within Salesforce.
  • 8+ years of proven ability in Salesforce implementation.
  • Experience in the Distribution Sector is a plus.
  • A Bachelor's degree in Business is preferred.

Ferguson is dedicated to providing meaningful benefits programs and products to our associates and their families—geared toward benefits, wellness, financial protection, and retirement savings. Ferguson offers a competitive benefits package that includes medical, dental, vision, retirement savings with company match, paid leave (vacation, sick, personal, holiday, and parental), employee assistance programs, associate discounts, community involvement opportunities, and much more!

#LI-REMOTE

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Pay Range:

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$9,226.00 - $17,125.00

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Estimated Ranges displayed are Monthly for Salaried roles OR Hourly for all other roles.

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The Company is an equal opportunity employer as well as a government contractor that shall abide by the requirements of 41 CFR 60-300.5(a), which prohibits discrimination against qualified protected Veterans and the requirements of 41 CFR 60-741.5(A), which prohibits discrimination against qualified individuals on the basis of disability.

Ferguson Enterprises, LLC. is an equal employment employer F/M/Disability/Vet/Sexual Orientation/Gender Identity.

Equal Employment Opportunity and Reasonable Accommodation Information