Director, CRM Product & Customer Intelligence

Position Purpose:

The Director CRM Product & Customer Intelligence is responsible for owning the vision roadmap and prioritization for the platforms and applications that facilitate and inform our customer relationships and in turn drive revenue. This role ensures we deliver the optimal products and features based on clearly understood business needs and manages a product roadmap that aligns with overall organizational strategy with buy-in from relevant leaders and stakeholdersall in the context of enabling and optimizing sales engagement driven by business intelligence. Acting as the connective tissue between business stakeholders and the technical delivery team the Director CRM and Customer Intelligence translates strategy into workflows requirements and a prioritized backlog defines outcomes and ensures the platform scales as the company grows and adopts AI-powered customer intelligence.

Key Responsibilities:

• Product Vision and Roadmap: Own the product vision roadmap and prioritized feature backlog for Salesforce and related applications. Manage a roadmap that aligns with overall organizational strategy and secures buy-in from relevant leaders and stakeholders.

• Business Alignment and Requirements: Partner with sales service marketing and operations to capture business needs and align on priorities. Synthesize corresponding business requirements into clear outcome-driven initiatives that can be translated into technical solutions.

• Requirements Definition and Delivery: Write epics user stories and clear requirements with acceptance criteria and a definition of done that set the development team up for success. Accept delivered work and ensure it meets the intended outcomes.

• People Process and Systems Understanding: Thoroughly understand the people and processes of all teams being served in order to design optimal features and corresponding processes. Understand the available platforms and technologies well enough that requirements are contextual to the systems being implemented or enhanced.

• Customer Intelligence Strategy: Own the data and customer-intelligence strategy on the platform including AI use cases. Translate customer data and intelligence into measurable business value.

• Metrics and Value Realization: Define and track success metrics ROI and adoption for platform investments. Use data-driven insights to guide prioritization and demonstrate impact.

• Governance and Vendor Management: Establish and run platform governance including intake prioritization frameworks and change control. Manage vendor and licensing decisions to optimize cost and value.

• Stakeholder Communication: Communicate roadmap trade-offs and progress to executives and stakeholders. Foster transparency and accountability across the teams being served.

Direct Manager/Direct Reports:

• The Director CRM and Customer Intelligence reports directly to the Director GenAI Engineering and Platforms. This position does not have any direct reports. The Director CRM and Customer Intelligence collaborates extensively with cross-functional teamsincluding sales service marketing operations the Principal Architect and the Salesforce delivery teamto ensure successful platform execution and strategic alignment.

Travel Requirements:

• <25% Travel required for conferences and team meetings

Physical Requirements

• Frequently operates a computer keyboard mouse and other standard office equipment

Working Conditions

• 4 days per week onsite in the Mckinney Corporate Office

Minimum Qualifications

• Proven success in product ownership or product management including CRM/Salesforce platforms

• Demonstrated success owning a roadmap and backlog and delivering measurable business outcomes

• Strong understanding of CRM customer data/intelligence and how to translate it into value

• Experience establishing platform governance and prioritization across competing stakeholders

• Experience leveraging AI-driven customer intelligence to inform product strategy and serve customers better

• Ability to synthesize business requirements and translate them into user stories and technical requirements

• Familiarity with a well-accepted delivery methodology such as Agile/Scrum

• Excellent communication and executive stakeholder-management skills

• Data-driven approach to measuring ROI adoption and platform health

• Working familiarity with the technical environment: Salesforce Sales Cloud and Service Cloud Snowflake/SQL Customer Intelligence/CDP capabilities and React-based web applications

• Experience using reports dashboards and CRM analytics to inform prioritization and decision-making

Preferred Qualifications

• Industry Experience: Background in distribution manufacturing or B2B sales environments ideally building products.

• Certifications: Project/product delivery certifications such as Certified Scrum Master and/or Salesforce certifications.

Minimum Education:

• A Bachelors degree in Business Computer Science Engineering or a related field is required.

Preferred Education:

• An advanced degree such as an MBA or a masters degree in a relevant discipline is highly desirable.

Minimum Years of Work Experience:

• A minimum of 57 years of professional experience in product ownership or product management including hands-on experience with CRM/Salesforce platforms.

Certifications:

• Certified Scrum Product Owner (CSPO) preferred.

• Professional Scrum Master (PSM) or Certified ScrumMaster (CSM) preferred.

• Salesforce certifications preferred.

Competencies:

• Strategic Leadership and Mentorship

• CRM Technical Configuration & Optimization

• Financial Acumen

• Collaborative Expertise

• Risk Management

• Vendor Management

• Analytical and Performance Management

Work Location: Mckinney Corporate Office

Remote/Virtual hybrid or in-office: 4 days per week in office

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Job Location: SRS Distribution - McKinney

7440 State Highway 121 McKinney TX 75070-3104

As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc. including all its subsidiaries provides job opportunities to qualified individuals without regard to actual or perceived race color creed religion national origin sex gender age disability gender identity sexual orientation citizenship status uniform service veteran status marital status genetic information physical or mental disability or any other characteristic in accordance with applicable federal state and local EEO laws. If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position please contact Human Resources at US: 855.556.3221 or by email to: with the nature of your accommodation request and include the Business name location and title of the job opening. Please allow one (1) business day for a reply. All employment offers are contingent upon successful completion of a background check and drug screen as permitted by law.

Competitive weekly/bi-weekly pay discretionary bonuses 401(k) with company match Employee Stock Purchase Plan paid time off (vacation sick volunteer holidays birthday floating) medical/dental/vision flexible spending accounts company-paid life and short-term disability plus optional long-term disability and additional life insurance. All benefits subject to eligibility.

Should a Candidate be submitted to fill a position by a recruiting or staffing services agency (Agency) the Company has no obligation to pay the Agency any fee for submission offer placement or any service without a fully executed contract of service covering the engagement.