CRM Director

Unison is looking for a CRM Director for our international travel client.
Location; DTC, 4 days onsite
Duration: Direct Hire; $150,000 to $190,000

With 95+ years in travel, the award-winning client - creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 70 countries on six continents across the globe. With equal measures vision and hard work; team collaboration and commitment; adaptability, honesty, and integrity as well as a genuine love for all-things-travel, our client - a leader in international travel - now offers unparalleled, perfectly planned tours; inventive, inspiring cruises and modern, independent vacation packages to millions of travelers.

Travel and/or in-office presence may be required at times. Generous benefit package including travel benefits and retirement.

THE DEPARTMENT
The Technology organization is a global function that partners closely with business leaders across regions and brands to enable scalable, secure, and customer-centric capabilities for the Client.
The team is responsible for defining, delivering, and operating enterprise technology solutions that support business growth, operational excellence, and continuous innovation.
Technology spans multiple core capability areas, including but not limited to:
Enterprise Applications & Platforms (CRM, ERP, digital experience, and operational systems)
Data, Analytics & Master Data Management
Software Engineering & Enterprise Value Delivery
Business Analysis & Quality Assurance
Infrastructure, Cloud & End-User Computing
Cybersecurity, Risk & Compliance
IT Service Management & Support

The Technology team works across geographies and time zones to deliver reliable, modern platforms that support sales, marketing, customer service, operations, and fulfillment. In partnership with business stakeholders and external vendors.

Technology ensures systems are stable, scalable, and aligned to enterprise standards while continuously improving user experience and data-driven decision making. As part of this mandate, the Technology organization defines and executes the enterprise CRM and Data strategy, ensuring that customer platforms support business objectives, drive adoption, enable personalization, and remain competitive in a rapidly evolving digital landscape.

THE ROLE OF A DIRECTOR (do NOT EDIT)
A director is usually a department or division head in a business. The director supervises and leads a group of managers and associates in a particular area of an organization. Directors help set where and when; guiding others on what and why. Directors are responsible for the how in implementation.

Job responsibilities of a director include:
Direct management or direct reports in deployment of company strategy, goals & mission
Evaluating associates periodically for promotions and career opportunities, approving ratings
Supervising managers during certain projects
Developing and implementing policies for executives to review
Reporting to senior-level leadership such as a Senior Director or VP
Planning, directing and coordinating department strategic efforts and day-to-day processes, including assigning tasks and giving direction to subordinates
Understanding and creating department budgets for upper management
Evaluating and developing strategies and plans for departmental success
Ensuring a healthy work environment and lead the culture for their associates and managers
May interact with global offices
Approve hiring and termination requests
Collaborating with other business leaders and teams on cross functional strategic projects and developing departmental plans that support such projects
Project management of the various projects within their department
Relationship point of contact for vendors and other external stakeholders that impact their departments
Synthesizes data and information to make recommendations to upper management on strategic or high-value initiatives
Accountable for achievement of team/department's goals
Partners with senior management on broader departments people and succession strategy
THE POSITION
The CRM Director drives the establishment and operation of the CRM Center of Excellence. This role is focused on leading the CRM strategy and enterprise roadmap globally, standardizing best practices, fostering a culture of continuous improvement, and ensuring that CRM-related innovations are adopted across the organization. The CRM Director is responsible for the following results:

• • Regularly report on CRM COE initiatives, performance metrics, and outcomes to executive leadership and other stakeholders.
  • Oversee CRM COE budgets, resources, and project prioritization to ensure efficient use of organizational assets.
  • Oversee data quality, security, and compliance within the CRM system, ensuring adherence to organizational policies and regulatory requirements.
  • Partner with Sales, Marketing, IT, and Customer Service teams to ensure CRM strategies and solutions are fully integrated and support business goals across departments.
  • Establish and track key performance indicators (KPIs) for CRM processes and COE initiatives. Use data-driven insights to identify areas for improvement and measure the impact of COE activities.
  • Serve as the primary liaison between executive leadership and CRM delivery teams.
  • Facilitate continuous training and process improvements across CRM-related activities.
  • Evaluate, recommend, and drive the adoption of CRM-related innovations, tools, and methodologies across the organization. Ensure new solutions are integrated effectively and deliver measurable benefits.
  • Responsible for leading, creating and maintaining a high performing team
  • Oversee the creation, maintenance, and dissemination of business process, product and technical best-practice guidelines and standard operating procedures. Ensure these standards are consistently applied across all CRM initiatives and teams.
  • Develop and implement a COE strategy that aligns with the Client's overall CRM vision and business objectives.

EDUCATION
A bachelor's or master's degree in Business Administration, Information Systems, Computer Science, Marketing, or a related field; or ten or more years of relevant experience in product management or CRM; or an equivalent combination of education and experience.

EXPERIENCE PREFERRED
The preferred candidate has noteworthy experience in the following areas:

• 10+ years of experience in CRM strategy, implementation, or management with at least 5 years in a leadership role preferably within a large, complex organization.
• Proven track record of leading CRM initiatives and cross-functional teams.
• Experience with CRM platforms (e.g., Microsoft Dynamics, SAP CRM, etc.).
• Demonstrated experience in developing and implementing business processes and best practices.
• Experience in change management, training, and process improvement.
• Strong background in stakeholder management, especially working with executive leadership.

Unison Systems Inc. is a full-service IT consulting firm that offers staffing, consulting, direct-hire recruiting and solutions delivery services. Core areas of service include: Software Engineering Data Management Project/Program Management Infrastructure & Support