Experience Design, Senior Director

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Job Category

Customer Success

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Salesforce Professional Services focuses on delivering strategic engagements that define transformational opportunities and articulate clear plans for execution of change programs. We rely on our team's expertise and specialisms to engage with executive-level customers to agree on specific business goals and actions to ignite the full value of Salesforce. Our approach considers people, process, and technology — and a successful engagement includes recommendations to the business for change to support deeper, more relevant use of the Salesforce platform.

Our Senior Directors of Experience Architecture lead dedicated, impactful, collaborative teams passionate about delivering complex, transformational strategy engagements. Partnering with C-level customers, they craft innovative, industry-specific and experience-led strategies which clearly define the vision, metrics, and roadmap to achieve desired business outcomes. They work with our key industry customers, partners, and technical delivery leaders to drive scale, speed to value, and a sustained landscape for future success.

Do you have consumer goods trade promotion management (TPM) and/or retail execution management (REX) experience, either working at a consumer goods company, consultancy, or software company that provides TPM or REX solutions? Do you have experience with the Salesforce platform and Salesforce's Consumer Goods Cloud application?
In addition to being a TPM and/or REX practitioner, are you also a thought leader comfortable sharing and applying leading practices across:
Trade Promotion Management: Annual Operations Planning, Integrated Business Planning, Promotion Scenario Planning, Trade Promotion Optimization, Trade Funds Management, Claims and Settlements Management, Actualizations, Accruals, Post-Event Analysis, and Revenue Growth Management
Retail Execution: Cycle Planning & Territory Designing, Retail Execution Management, Retail Store Audits, Order Capture & Management, Merchandising, Promotion / Rebate Management, Van Sales & DSD Processes, Retail Activity Optimization, and Artificial Intelligence use cases like Image Recognition, AR/VR, etc.
We believe the best industry strategists are those who obsess over the creation of customer and business value — with a customer-centric and collaborative mentality, willing to commit to the customer and break down barriers to ensure customer success.
Are you passionate about Customer Success and would you like to work at the forefront of Digital Innovation at one of the fastest growing CRM companies? This is the job for you!

Primary Responsibilities

• Provide industry subject matter expertise as it relates to Salesforce products and services during the sales and delivery cycles

• Lead, position, and sell large-enterprise consulting engagements to customers; work cross-functionally within Salesforce to define the program scope, team, value narrative, and pitch

• Conduct assessments and facilitate workshops to develop a future-state vision

• Perform and distill customer, industry, and end-user research to identify key customer needs, expectations, and experience-led business opportunities

• Identify enterprise business process and operations improvements to realize efficiencies and increase impact

• Develop multi-year, strategic roadmaps for immediate delivery that prioritize investments and support business objectives

• Help business and technology leaders adopt new digital operating models, governance strategies, and approaches

• Uncover future sales opportunities to drive customer value

• Develop strategic use cases to project the value of strategy, case for change, and implications for the organization

• Cultivate solution and organizational adoption and strategy evolution to continue to deliver value with quicker delivery cycles

• Build and develop an Industry Strategy competency; share standard methodologies, advise, and collaborate with peers

• Lead, coach, and mentor cross-functional teams, fostering a culture of innovation, collaboration, and customer obsession

• Build and maintain trusted relationships with senior executives and key stakeholders across the organization

Preferred Qualifications

• 15+ years of experience consulting in enterprise-level technology transformation programs at Fortune 500 companies

• GTM support experience, including scoping, proposal development, RFP response, and demos/presentations

• Experience in Enterprise Architecture, Business Strategy, Product Management, Agile, Program Governance, Experience Design, Change Management, and/or Value Realization

• Salesforce product knowledge and solution design; Consumer Goods Cloud experience strongly preferred

• Deep knowledge of trade promotion management processes including Annual Operations Planning, Integrated Business Planning, Trade Promotion Optimization, Revenue Growth Management, and Claims & Settlements

• Deep knowledge of retail execution processes including Cycle Planning, Territory Design, Retail Store Audits, Merchandising, Van Sales & DSD, and AI-driven Retail Activity Optimization

• Knowledge of the key business value drivers and success metrics typical of large-enterprise companies

• Ability to develop Industry POVs that include identifying market trends, responses, and solution offerings

• Ability to analyze and synthesize information, working in situations where data may be absent or ambiguous and creative approaches are required

• Comfortable pitching to C-suite executives, including strong objection-handling abilities

• Proven ability to thrive working cross-functionally, particularly with Sales, Engagement Leaders, Solution and Technical Architects, Designers, and External Partners

• Strong executive presence with outstanding verbal and written communication skills across all levels of leadership

• Degree or equivalent relevant experience required; experience will be evaluated based on core competencies for the role (e.g., extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)

*LI-Y

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $164,000 - $365,200 annually There is a different range applicable to specific work locations. In California and New York, and select cities in the metropolitan areas of Boston, Chicago, Seattle, and Washington DC, the base pay range for this role in those locations is $196,800 - $401,400 per year. Your recruiter can share more about the specific salary range for the job location during the hiring process. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.