Dir, CRM & Sales Enablement

Aflac, Incorporated•Trenton, NJ

7d•$150,000 - $200,000

About The Position

Aflac is hiring a Director, CRM & Sales Enablement to support and lead customer relationship management, sales enablement, and customer engagement initiatives aligned with organizational objectives. The role leads business initiatives that improve customer acquisition and retention, broker engagement, sales effectiveness, operational efficiency, and customer experience. It also develops recommendations, supports governance and investment prioritization, and partners across business functions to translate business requirements into actionable plans and capabilities. The director leads the execution and continuous improvement of sales enablement processes, tools, reporting, and operational support models. Responsibilities include identifying performance gaps, evaluating enhancement opportunities, monitoring metrics and vendor performance, supporting governance and investment decisions, and managing assigned budgets, vendor expenditures, and resource plans. The position works closely with Sales, Marketing, Customer Experience, Operations, Finance, Legal, Compliance, Technology, and external partners. Depending on the employee’s location within the continental United States, the role is hybrid or remote. Employees living within 50 miles of Aflac’s Columbus, Georgia, or Columbia, South Carolina offices are expected to work in the office at least 60% of the work week and from home for the remainder. Employees more than 50 miles from those offices work remotely from home within the continental United States, although office visits may be requested in advance based on business needs. Travel is 10% or less.

Requirements

Bachelor's degree in a job-related field, or an equivalent combination of education and experience.
At least 10 years of professional job-related work experience.
At least 5 years of management experience, plus experience monitoring or directing strategic planning initiatives.
Experience in CRM product management, sales enablement, or revenue operations.
Experience or knowledge in the group insurance business.
Experience presenting to executive leadership, governance committees, and boards.
Strong working knowledge of Aflac Group's product portfolio, systems, operational processes, and industry practices.
Experience with customer experience transformation and customer engagement capabilities.
Deep understanding of B2B2C distribution models, underwriting dependencies, and the insurance lifecycle.
Strong knowledge of federal, state, and local regulatory and industry requirements, as well as standard insurance-industry concepts, practices, and procedures.
Solid technical understanding of implementing services with third-party platforms.
Excellent presentation, oral, written, and interpersonal communication skills for interacting with internal and external customers.
Strong problem-solving, negotiation, and time-management skills.
Ability to establish and develop effective relationships with internal and external partners.
Broad knowledge of Aflac products and systems related to enrollment facilitation.
Strong knowledge of assigned CRM platforms and their technical capabilities for Aflac products.
Strong experience building business cases, prioritizing investments, and supporting executive portfolio governance.

Responsibilities

Support execution of customer relationship management, sales enablement, and customer engagement strategies aligned with organizational objectives.
Lead business initiatives that enhance customer acquisition, retention, broker engagement, sales effectiveness, operational efficiency, and customer experience.
Identify opportunities to improve business processes, workflows, and enablement capabilities through automation, innovation, and operational improvements.
Develop recommendations for leadership regarding capability enhancements, process improvements, and future business needs.
Help establish governance processes and operating practices that support consistent decision making, prioritization, and execution.
Partner with leaders across Sales, Marketing, Customer Experience, Operations, Finance, Legal, Compliance, and Technology to identify business needs and support strategic objectives.
Translate business requirements into actionable plans and align operational needs with supporting capabilities.
Foster collaboration across business functions to provide consistent experiences for brokers, customers, policyholders, and internal stakeholders.
Facilitate cross-functional meetings, governance forums, and working sessions for initiative planning, execution, and issue resolution.
Serve as a liaison between business stakeholders and shared service partners to support delivery of business priorities.
Lead execution and continuous improvement of sales enablement processes, tools, reporting, and operational support models.
Identify operational, service, process, and capability gaps affecting business performance and coordinate corrective actions.
Support sales planning, broker support activities, reporting processes, and business performance initiatives that improve productivity and customer outcomes.
Evaluate and prioritize enhancements to strengthen sales effectiveness, customer engagement, and operational efficiency.
Develop and monitor key performance metrics, dashboards, and reporting to measure business results, user adoption, and operational performance.
Manage day-to-day business relationships with vendors and external partners supporting sales enablement and customer engagement.
Partner with internal stakeholders on vendor evaluations, contract discussions, renewals, and service reviews.
Monitor vendor performance against established expectations and service commitments.
Identify opportunities to improve vendor effectiveness and service delivery and optimize expenditures.
Support issue resolution and escalation management involving external partners.
Support governance processes for evaluating, prioritizing, and monitoring business initiatives, enhancements, and investments.
Partner with Technology and other shared service functions to ensure business requirements are understood and solutions align with enterprise standards and compliance requirements.
Manage assigned budgets, vendor expenditures, and resource plans while ensuring responsible use of organizational resources.
Develop business cases, analyses, and recommendations to support investment decisions and operational improvements.
Assist leadership in prioritizing initiatives based on business value, operational impact, resource availability, and strategic alignment.
Perform other duties as assigned.

Benefits

Medical coverage
Dental coverage
Vision coverage
Prescription drug coverage
Health care flexible spending account
Dependent care flexible spending account
Aflac supplemental Accident, Cancer, Critical Illness, and Hospital Indemnity policies offered at no cost to employees
401(k) plans
Annual bonuses
Opportunity to purchase company stock
11 paid holidays annually
Up to 20 days of PTO for any reason
State-mandated sick leave, if eligible
Other leaves of absence, if eligible, including adoption and parental leave