Sr Dir CRM Platforms

Hertz•United States,

About The Position

The Senior Director, CRM Platforms & Distribution is responsible for the strategy, governance, and performance of Hertz’s global CRM and customer engagement ecosystem. This includes multiple Salesforce implementations (Sales Cloud, Service Cloud, Experience Cloud, and Marketing Cloud) and our Loyalty platform, supporting over 3,500 users across customer care, B2B sales, Marketing, and internal service operations, as well as legacy systems and future-state CRM capabilities. This role owns CRM as an enterprise business capability, providing a scalable, secure, and reliable foundation for global customer data, customer interactions, case management, and lifecycle engagement. Salesforce is the primary platform today; however, this leader is accountable for evolving CRM capabilities over time, including enabling future platform strategies as business needs change. This role defines the roadmap, establishes governance, and drives cross-functional alignment across Customer Care, Sales, Marketing, Loyalty, Data, Engineering, and HR. Success is measured by business outcomes, customer experience, platform stability, data integrity, and long-term scalability.

Requirements

10+ years of experience in CRM, MarTech, or enterprise platform leadership roles
Bachelor’s degree in Computer Science, Computer Information Systems, Software Engineering, or related field preferred
Proven experience owning and scaling Salesforce CRM and Salesforce Marketing Cloud in complex environments
Strong understanding of customer data models, system-of-record concepts, and enterprise integrations
Experience defining and executing platform strategy and product roadmaps aligned to business outcomes
Demonstrated ability to lead cross-functional initiatives across Product, Engineering, and business teams
Proven ability to influence prioritization and drive alignment across teams without direct ownership
Deep knowledge of data governance, privacy, and security best practices in customer data platforms
Experience working with distributed teams and complex stakeholder environments
Strong executive communication skills with the ability to influence senior leadership

Responsibilities

Define and own the strategy, vision, and multi-year roadmap for CRM and customer engagement capabilities aligned to enterprise priorities, translating business needs into scalable solutions and guiding future platform evolution, including build vs. buy decisions.
Own the performance and evolution of the CRM ecosystem—including Salesforce Sales, Service, Experience, and Marketing Cloud and supporting legacy systems—maintaining Salesforce as the system of record for loyalty data and ensuring consistent transactional and operational customer communications.
Drive capabilities that enable effective customer service, including case management, resolution workflows, and agent experience, and ensure platforms support large-scale contact center operations and integrate with service technologies and processes.
Own platform reliability, scalability, and operational performance while establishing operating models, planning processes, delivery frameworks, and governance that reduce technical debt and drive predictable, efficient execution.
Establish data ownership boundaries and business requirements for cross-system data flows aligned to enterprise data strategy, partnering with Engineering to enable scalable integrations across CRM, loyalty, legacy, and third-party systems.
Uphold strong data security, privacy, and compliance across all customer platforms in partnership with Security, Engineering, and Data teams, and serve as the escalation point for critical platform issues impacting customer experience or business operations.
Lead cross-functional prioritization and build, lead, and develop a high-performing CRM platform team, while owning vendor relationships with key providers such as Salesforce and Capillary to ensure alignment on capabilities, support, and long-term value.