Director, CRM & Business Systems

Raptive•New York, NY

23h•$150,000 - $165,000

About The Position

Raptive is hiring a Director, CRM & Business Systems to lead the team, roadmap, and operating model for the platforms, data, and workflows that support company growth. Reporting to the SVP of Growth Operations, this strategic, hands-on leadership role connects workflows and data across the organization to help teams work effectively and deliver strong customer experiences. The role leads a team of two and owns systems used by more than 300 employees. The Director sets strategy for Salesforce and Zendesk, oversees integrations and connected tools, develops AI-enabled workflows, and partners across functions to improve processes, insights, and team capacity. The role also owns vendor evaluation and management, and tracks adoption, business impact, system usability, data quality, and governance. The base salary range is $150,000–$165,000, with eligibility for additional incentive compensation. Raptive encourages candidates from all backgrounds to apply and is an equal opportunity employer.

Requirements

At least 8 years of experience working in CRM products, revenue operations, business operations, sales operations, marketing operations, or a related field.
Deep expertise in Salesforce Sales Cloud, including CRM strategy and administration, go-to-market processes, and cross-functional delivery at scale.
Proven ability to lead and develop a team and manage external partners.
Ability to work in a fast-moving environment while balancing competing priorities.
Demonstrated ability to use AI and technology to drive growth and operational transformation.
Understanding of data access, privacy, consent, responsible data use, and operational risk.
Clear communication skills and ability to translate between technical teams, business leaders, and end users.

Nice To Haves

Salesforce Marketing Cloud and Data 360 expertise.
Familiarity with Service Cloud, Agentforce, Experience Cloud, or Zendesk.
Salesforce certifications or comparable expertise in CRM administration, product ownership, architecture, or automation.
Working knowledge of data warehouses, business intelligence tools, SQL, data pipelines, integration platforms, or workflow automation tools.
Background in digital publishing, ad tech, creator businesses, or another complex marketplace or media environment.

Responsibilities

Set the strategy for Salesforce and Zendesk in support of growth and innovation across sales pipeline, go-to-market activities, business insights, marketing capabilities, and customer retention.
Lead decisions about integrations and connected tools across the technology stack, including Slack, Apollo, Snowflake, Clay, Box, Zapier, Placements.io, and ChatGPT.
Build agentic support and triage workflows that help teams resolve customer requests faster with appropriate human review.
Identify opportunities to accelerate processes, generate insights, and increase team capacity through platform architecture improvements.
Enable Marketing Operations to optimize campaign performance, create pipeline intelligence, and streamline handoffs by improving how engagement is captured, interpreted, and acted upon across channels.
Evaluate AI opportunities for generating insights and streamlining workflows, and move proven use cases from proof of concept into production automations.
Own vendor evaluation, budgeting, renewals, contracts, and implementation partners.
Partner with leaders across Sales, Marketing, Support, Data, Product, Engineering, Finance, and Operations to align priorities, resolve dependencies, and support adoption.
Improve team velocity, system usability, data quality, and governance.
Track adoption and business impact of the team and its deliverables.
Lead and develop a team of two.