Chapter Lead, Salesforce Technology

**Chapter Lead, Salesforce Technology (Executive Manager)**
- **Responsible for customer and stakeholder 1:1 technology strategy and delivery**
- **Drive and deliver the Corporate Affairs (CA) CRM Stakeholder management platform**
- **You have an absolute passion to deliver the best 1:1 channel experience for Marketing and Corporate Affairs (MCA), our customers, stakeholders and people**

**See yourself in our team**:
The Strategy, Technology and Operations team is part of the broader Marketing and Corporate Affairs (MCA) team. It is responsible for leading the development and delivery of the MCA strategy, planning, technology and operations of the function.

Your team is the Salesforce Technology Chapter. This team will focus on developing and delivering the strategic vision and technology roadmaps and delivery of 1:1 customer communications for Marketing and CRM stakeholder management for Corporate Affairs leveraging Salesforce Technology. We are responsible for evaluation, implementation and management of customer and stakeholder technology systems, processes and opportunities to increase speed to market, enhance customer experience, improve business performance, reduce risk and deliver operational excellence. We will drive excellence, efficiency and effectiveness, by strategically optimising and managing process, technology, automation, execution and governance.

**Do work that matters**:
Reporting directly to our GM MCA Strategy, Technology and Operations, you will develop and deliver Customer and Stakeholder technology strategy to achieve broader MCA business, productivity and consumer satisfaction objectives.
- Lead the development and delivery of the Corporate Affairs CRM stakeholder management platform strategy and requirements (for example Government and Media Relationships) aligned to business needs and objectives
- Be responsible for end-to-end delivery of key Salesforce Marketing Cloud and Corporate Affairs CRM related initiatives
- Be responsible for the identification and management of SFMC and CA CRM related Continuous Improvement and Risk items
- Lead a team of 8 FTE (Product Owner and SFMC Campaign Delivery Specialists)
- Adhere to the Code of Conduct. The Code of Conduct sets the standards of behavior, actions and decisions we expect from our people.

**In any given week, you will**:

- Develop and implement customer and stakeholder technology strategy that drives MCA business objectives and improves customer experience
- Lead challenging conversations to break down complex problems, influence to gain alignment and drive solutions in complex environments
- Proactively drive continuous improvement and operational excellence by identifying and leading new opportunities
- Drive delivery of prioritized technology initiatives
- Effectively communicate requirements to stakeholders, manage conflicts, issues and risks to optimise solutions and ensure stakeholders remain in agreement on scope
- Champion and embed agile methodologies and continuous improvement practices in the team
- Formulate hypotheses to validate customer problems and define clear learning objectives that will inform product roadmaps and prioritisation decisions
- Effectively role model and lead a risk culture and identify, articulate and manage risks across streams of work
- Partner with the CBA’s Salesforce Centre of Excellence delivery and service management teams
- Be accountable for ensuring all work delivered meets the desired outcomes
- Lead, develop, coach and motivate your team members
- Support the GM, MCA Strategy, Technology and Operations on strategic initiatives and projects as required

**We’re interested in hearing from people who have**:

- 12+ years’ experience in managing, leading and influencing stakeholders from multiple disciplines to deliver strategic solutions and better business and customer outcomes.
- Significant experience developing and implementing strategy to deliver measureable business outcomes
- Strong experience with CRM Technology
- Strong experience with marketing and data driven campaign activity, process and procedures
- Proven track record of successfully leading and delivering cross-functional projects
- Strong technical acumen and the ability to problem solve and identify root cause and solutions
- Excellent analytical, strategic thinking and thought leadership skills
- Experience optimising team delivery to gain cost efficiencies and deliver business value whilst delivering high quality outputs and minimising risk
- Demonstrated experience leading, motivating and inspiring teams within complex business environments
- Experience with vendor management, engagement and evaluation
- High levels of resilience and personal integrity, with strong interpersonal, collaboration and negotiating skills
- Experience in Financial Services or other complex industry environment
- Knowledge of CBA systems and processes is desirable

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