SVP, CRM Solutions, Operations & Delivery

SVP, CRM Solutions, Operations & Delivery

CRM is one of our most powerful growth levers and one of our most fragmented. Across markets, strong solutions are being built, but inconsistent platforms, operating models, and delivery approaches are limiting scale. We are building a new Solutions, Operations & Delivery function to change that. This role will define how CRM strategy becomes real, repeatable, and scalable execution.

The SVP, CRM Solutions, Operations & Delivery will lead how we design, operationalize, and deliver CRM solutions across clients and markets. This includes translating strategy into modular solutions, building a modern delivery engine, and integrating AI- and agent-enabled workflows into how work gets done. You will sit at the center of the organization connecting Strategy, GTM, and Innovation teams and ensuring we deliver with consistency, speed, and quality.

Key Responsibilities

• Solution Design & Scale: Build scalable CRM solution architectures, playbooks, and accelerators across key platforms (Salesforce, Adobe, Braze, etc.)
• Operations & Delivery: Establish delivery models, governance, and resourcing frameworks that enable consistent, high-quality execution
• New Business Enablement: Translate client needs and evolving capabilities into clear, efficient operating model, shaping how we deliver for each opportunity and packaging our approach into compelling, sellable solutions
• Partnerships: Forge strategic relationships with platform and technology partners to drive innovation and scale
• Adoption & Enablement: Drive internal adoption through training, knowledge systems, and reusable assets
• Global CoE Leadership: Act as the liaison to markets, driving standardization, socialization, and adoption of CRM solutions, tools, and best practices across regions

What Success Looks Like

• Solutions shift from custom builds to repeatable products
• Delivery evolves from fragmented execution to a unified model
• Teams operate with clarity on tools, roles, and ways of working
• AI agents are embedded in delivery not layered on top

This is not a traditional operations role. It's an opportunity to define how CRM actually works in a modern, AI-enabled environment, turning great strategy into scaled, lasting impact.

Qualifications

• 15+ years leading CRM, MarTech, or digital delivery at scale
• Proven ability to build and run cross-platform delivery organizations
• Strong experience in solutioning and enterprise client engagement
• Deep understanding of modern CRM ecosystems and AI-enabled workflows
• A builder, comfortable creating structure, systems, and teams from the ground up