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The Ritz-Carlton Yacht Collection · 2 months ago

Sr. Director, IT, Salesforce & CRM Technologies

Ft. Lauderdale

Full-time

Hybrid

Director/Executive

12+ years exp

The Ritz-Carlton Yacht Collection is dedicated to redefining ultra-luxury hospitality at sea. As the Senior Director of Salesforce & CRM Technologies, you will shape the company’s customer engagement and data strategy, overseeing the Salesforce ecosystem and leading a team to optimize platform capabilities and enhance automation.

LeisureTourismTravel

Responsibilities

Provide technical leadership and architectural oversight across Sales Cloud, Marketing Cloud, Data Cloud, and Experience Cloud

Lead design, configuration, and customization efforts ensuring scalability, maintainability, and adherence to best practices

Oversee MuleSoft integration and other middleware solutions connecting Salesforce with ERP, reservation, mobile, data warehouse, and guest engagement platforms

Oversee CRM integration with NICE and other telephony systems to enable seamless customer interactions, call tracking, and data synchronization across contact channels

Leverage Salesforce Einstein and AI-driven capabilities to enhance automation, personalization, and predictive insights across marketing, sales, and service functions

Maintain data integrity, governance, and compliance across all CRM data sources

Drive continuous improvement, release management, and platform optimization

Define and execute the Salesforce and CRM technology roadmap aligned with enterprise digital transformation goals

Partner with business leaders in Marketing, Sales, Guest Experience, and Operations to identify opportunities for leveraging Salesforce capabilities

Ensure CRM strategy supports personalization, omnichannel engagement, and lifecycle marketing initiatives

Manage vendor relationships and contracts related to Salesforce, MuleSoft, and related platforms

Lead a cross-functional team of Salesforce administrators, developers, architects, and integration specialists

Foster a culture of collaboration, innovation, and accountability within the CRM technology team

Build internal capabilities through coaching, training, and development of Salesforce technical talent

Establish governance frameworks for change management, data quality, and security compliance (including GDPR and CCPA)

Develop KPIs and dashboards to measure CRM effectiveness, campaign ROI, and system performance

Collaborate with the Enterprise Architecture and Data teams to align on integration patterns, APIs, and master data strategy

Ensure Salesforce environments are compliant, secure, and optimized for performance

Stay current with Salesforce advancements and CRM best practices to drive ongoing platform evolution and business value

Qualification

Salesforce multi-cloud experienceMuleSoft integrationCRM strategy developmentSalesforce certificationsData architecture knowledgeStakeholder managementCommunicationTeam leadership

Required

Bachelor's degree in Computer Science, Information Systems, or related field (Master's preferred)

12+ years of progressive experience in CRM or enterprise technology leadership roles

8+ years of hands-on Salesforce experience, including architecture, configuration, and deployment

Deep expertise in Salesforce Marketing Cloud, Sales Cloud, Data Cloud, and Experience Cloud

Strong knowledge of MuleSoft integration platform and APIs

Experience with NICE CXone or similar contact center technologies and their integration with Salesforce to support omnichannel customer engagement and service operations

Proven success leading large-scale CRM transformations or multi-cloud Salesforce implementations

Solid understanding of data architecture, analytics, and governance in CRM environments

Excellent communication and stakeholder management skills across business and technical domains

Preferred

Salesforce certifications (e.g., Salesforce Certified Technical Architect, Marketing Cloud Consultant, Data Cloud Consultant, Integration Architect)

Background in the Cruise Industry is preferred, however, equivalent travel industry (Hotel, Airline) or the Marine Industry (Military, Merchant Marine, etc.) will be considered

Familiarity with modern data ecosystems (Snowflake, Azure, etc.) and customer data platforms

Company

The Ritz-Carlton Yacht Collection

Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection offers voyages on three custom-built yachts: Evrima, Ilma and Luminara.

Founded in 2017

Miami, Florida, USA

51-200 employees