Dir - Front Office Applications

POSITION SUMMARY

The Director of Front Office Applications is responsible for providing strategic direction such as roadmaping, design, implementation, and hands-on support to all aspects of Front Office Applications, including the CRM platform and all other customer facing applications integrating with it. This position will ensure 24/7 operations and deliverables for all components required by the company.

This role will develop, maintain and leverage a global service delivery organization, institute ITIL best practices to deliver a suite of services with commercial catalog SLA, maintain a roadmap of system & process improvements to progressively deliver higher value from the assets, as well as provide governance & council to the IT & LoB leadership to realize best practice economies.  The individual must also understand supporting systems and organizational plus compliance requirements across multiple global geographies. 
 

JOB RESPONSIBILITIES

• Responsible for all aspects of customer facing business applications, particularly the Salesforce Heroku, CRM Analytics, Marketing, Sales, Commerce and Service clouds, including but not limited to user support, development, upkeep, and enhancement to existing applications. 
• Responsible for all aspects of Non-SAP business applications including development, upkeep, and enhancement to existing applications. 
• Establish commercially relevant application KPI to deliver global application service.
• Drive statement of partnership projects, ensuring they meet customers' needs and are operationally sound. Partner with the PMO team, participate in project request assessments to maintain enterprise wide applications alignment.  Provide estimates (cost, duration) for enterprise application projects.
• Design or re-engineer recognized “best practices” business systems that properly and efficiently utilize the existing portfolio of applications and IT resources that provide a common business practice for use throughout Matthews International.
• Build and maintain the 1-3 year application improvement roadmap for all enterprise Non-SAP applications, including Salesforce and eCommerce tools.
• Analyze industry, technology and market trends to introduce art-of-the-possible IT capabilities to the enterprise as enterprise value levers.
• Prepare timely forecasts for the department.
• Utilize tools to monitor departmental cost and cost trends, striving continuously to improve value.
• Develop and manage client relationships at a senior management level, within the business unit, to ensure client satisfaction and the development of efficient business systems.
• Provide weekly communication forums for the exchange of ideas and information with the IT department.
• Participate in the Governance committee to establish IT standards, approve deviations and/or new requests.
• Plan, direct, and coordinate activities of employees (s) to ensure goals or objectives are accomplished.  Mentors, coaches, trains and develops team.
• Additional duties as assigned. 

QUALIFICATIONS / REQUIREMENTS

• Bachelor’s Degree in Computer Science or Information Systems Management or other business-related field 
• 2+ years of hands-on Salesforce CRM experience with focus on the Sales, Service, Marketing and Commerce clouds. Strong understanding and expertise with CRM Analytics (former Tableau) and Heroku PaaS.
• 5+ years in a leadership role
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency in MS Office Suite, Outlook & Internet applications.
• 3+ years hands-on experience with a Customer Relationship Management (CRM) application and/or eCommerce tool.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and management.
• Self-motivated with critical attention to detail, deadlines and reporting.

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PHYSICAL ASPECTS / WORK ENVIRONMENT

•    Regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk, hear and see.  
•    Occasionally lift and/or move up to 10 pounds    .
•    The noise level in the work environment is usually low/moderate.