Senior Director CRM Platforms

Role Description

The Senior Director, CRM Platforms & Distribution is responsible for the strategy, governance, and performance of Hertz’s global CRM and customer engagement ecosystem. This includes multiple Salesforce implementations (Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud) and our Loyalty platform, supporting over 3,500 users across customer care, B2B sales, Marketing, and internal service operations, as well as legacy systems and future-state CRM capabilities.

This role owns CRM as an enterprise business capability, providing a scalable, secure, and reliable foundation for global customer data, customer interactions, case management, and lifecycle engagement. Salesforce is the primary platform today; however, this leader is accountable for evolving CRM capabilities over time, including enabling future platform strategies as business needs change.

This role defines the roadmap, establishes governance, and drives cross-functional alignment across Customer Care, Sales, Marketing, Loyalty, Data, Engineering, and HR. Success is measured by business outcomes, customer experience, platform stability, data integrity, and long-term scalability.

What You’ll Do

• Define and own the strategy, vision, and multi-year roadmap for CRM and customer engagement capabilities aligned to enterprise priorities, translating business needs into scalable solutions and guiding future platform evolution, including build vs. buy decisions.
• Own the performance and evolution of the CRM ecosystem—including Salesforce Sales, Service, Experience, and Marketing Cloud and supporting legacy systems—maintaining Salesforce as the system of record for loyalty data and ensuring consistent transactional and operational customer communications.
• Drive capabilities that enable effective customer service, including case management, resolution workflows, and agent experience, and ensure platforms support large-scale contact center operations and integrate with service technologies and processes.
• Own platform reliability, scalability, and operational performance while establishing operating models, planning processes, delivery frameworks, and governance that reduce technical debt and drive predictable, efficient execution.
• Establish data ownership boundaries and business requirements for cross-system data flows aligned to enterprise data strategy, partnering with Engineering to enable scalable integrations across CRM, loyalty, legacy, and third-party systems.
• Uphold strong data security, privacy, and compliance across all customer platforms in partnership with Security, Engineering, and Data teams, and serve as the escalation point for critical platform issues impacting customer experience or business operations.
• Lead cross-functional prioritization and build, lead, and develop a high-performing CRM platform team, while owning vendor relationships with key providers such as Salesforce and Capillary to ensure alignment on capabilities, support, and long-term value.

Qualifications

• 10+ years of experience in CRM, MarTech, or enterprise platform leadership roles
• Bachelor’s degree in Computer Science, Computer Information Systems, Software Engineering, or related field preferred
• Proven experience owning and scaling Salesforce CRM and Salesforce Marketing Cloud in complex environments
• Strong understanding of customer data models, system-of-record concepts, and enterprise integrations
• Experience defining and executing platform strategy and product roadmaps aligned to business outcomes
• Demonstrated ability to lead cross-functional initiatives across Product, Engineering, and business teams
• Proven ability to influence prioritization and drive alignment across teams without direct ownership
• Deep knowledge of data governance, privacy, and security best practices in customer data platforms
• Experience working with distributed teams and complex stakeholder environments
• Strong executive communication skills with the ability to influence senior leadership

What Success Looks Like

• Salesforce is a stable, trusted system of record for loyalty customer data, with a clear path toward broader customer coverage
• Salesforce Marketing Cloud operates as a reliable, scalable platform for transactional communications
• Customer data is secure, governed, and consistently managed across systems
• Clear integration patterns exist between CRM, loyalty, and downstream systems, reducing duplication and risk
• Platform roadmaps are aligned to business priorities, with transparent and well-managed prioritization
• Measurable improvements in platform stability, data quality, and operational performance
• Strong cross-functional alignment with stakeholders who depend on CRM and customer engagement platforms.

Benefits

• Up to 40% off the base rate of any standard Hertz Rental
• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts – Theme Park Tickets, Gym Discounts & more