Head of Customer and Commercial Platforms

S&P Global•New York, NY

About The Position

About the Role: Grade Level (for internal use): 15 Head of Customer and Commercial Platforms Position Overview We are seeking a visionary, hands-on leader with a systems mindset to bring coherence, clarity and scale to our Customer and Commercial Platforms Portfolio. This includes Salesforce, the related ecosystem, data and operating teams supporting a $5b business and over 5,000 users across sales, account management, customer service, and business management. This role requires strong product and business leadership, as well as cross-functional collaboration to establish a cohesive solutions strategy and user engagement model, and to ensure technology investments, data and user experience align with evolving needs of a global business. The role oversees a portfolio that spans a diverse set of tools and workflows across global teams.

Requirements

15+ years of progressive experience in product management, with at least 5 years in a senior leadership role.
Leadership through large-scale transformation or modernization efforts (example: CRM re-platforming)
Proven track record managing complex product portfolios in global organizations.
Deep understanding of Salesforce ecosystem and related commercial technologies or deep understanding of S&P Global’s businesses.
User-centered, design-led mindset with a focus on creating intuitive and scalable internal experiences.
Strategic operator with a strong bias toward execution and measurable outcomes.
Exceptional ability to lead in a matrix structure and influence without direct authority.
Strong analytical, communication, and stakeholder management skills.
Familiarity with global markets and operational models.
Ability to quickly learn and adapt to industry-specific requirements.

Responsibilities

Vision & Strategy Champion a unified digital transformation strategy that modernizes and integrates customer and commercial systems across global teams.
Define and articulate the long-term vision, strategy, and roadmap for the Customer and Commercial Solutions portfolio.
Drive simplification and clarity across a fragmented landscape of commercial tools and processes.
Ensure solutions align with global business needs and support operational excellence across sales, service, and delivery.
Product Leadership Act as a strategic partner, evaluating emerging solutions, codesigning architecture with engineering, and driving evolution and innovation.
Build and lead a high performing product, data and operational support team, fostering a culture of accountability, collaboration and continuous learning.
Embed data, user experience and process thinking into product development to maximize impact.
Lead the full product lifecycle with rigor and discipline, oversee prioritization and execution of enhancements and new capabilities while advancing long-term strategy.
Data Governance & Leadership Define and implement data governance frameworks to ensure accuracy, consistency, and compliance across all customer and commercial data sources.
Oversee integration of customer and commercial data between multiple systems (CRM, ERP, analytics platforms) to create a unified, actionable view.
Establish data quality standards and monitoring processes to maintain integrity and reliability of customer and commercial datasets.
User Experience & Engagement Define and champion a customer-centric vision that ensures seamless, intuitive experiences across all digital and physical touchpoints.
Lead the design and optimization of user journeys across multiple personas to maximize engagement.
Develop strategies to personalize experiences using data-driven insights, ensuring relevance and value for diverse personas.
Implement feedback loops and voice-of-customer programs to continuously improve usability and engagement based on real user input.
Drive adoption and engagement of digital platforms through intuitive design, accessibility standards, and innovative interaction models.
Monitor and analyze engagement metrics to identify trends, opportunities, and areas for improvement in customer experience.
Cross-Functional Leadership Operate effectively within a matrix organization, collaborating with technology, operations, sales, and customer experience teams, as well as customer groups across multiple functions.
Lead and inspire cross-functional teams to deliver high-impact solutions.
Stakeholder Engagement Build and maintain strong relationships with internal and external stakeholders, including business leaders, technology partners, and global teams.
Act as a strategic partner to senior executives, translating customer and commercial team needs into scalable technology solutions.
Champion the voice of customers, ensuring solutions drive measurable business and experience outcomes.
Governance & Performance Establish governance frameworks to ensure compliance, scalability, and performance of systems.
Monitor KPIs and drive continuous improvement initiatives.
Manage budgets to deliver on business objectives.

Benefits

Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

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