Chapter Lead, Salesforce Technology - Sydney, Australia - Commonwealth Bank

Commonwealth Bank

Verified Company

Sydney, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Chapter Lead, Salesforce Technology (Executive Manager)
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Responsible for customer and stakeholder 1:1 technology strategy and delivery
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Drive and deliver the Corporate Affairs (CA) CRM Stakeholder management platform
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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 endtoend 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 crossfunctional 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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