Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.  By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.  The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and the Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Job Summary

The Director, Sales CRM Enablement is a strategic leader responsible for optimizing and managing the company’s CRM platform to drive sales performance, enhance customer experience, increase customer acquisition, and improve operational efficiency. This role will oversee the integration of sales strategies via Salesforce capabilities, develop data-driven insights, and ensure seamless alignment across sales and marketing efforts.

Essential Functions

• CRM Strategy Development: Collaborate with stakeholders to establish a clear vision and strategy for CRM modernization, assessing business goals, user needs, and market demands to define the strategic direction.
• Platform Optimization: Manage optimization of the sales CRM platform and broader sales tech ecosystem, ensuring it meets business requirements and aligns sales processes and goals.
• Performance and Budget Tracking: Manage maintenance of dashboards and reporting frameworks to track sales performance, pipeline health, revenue growth, and the CRM budget.
• Data-Driven Insights: Leverage CRM data to generate actionable insights, identify trends, and create targeted strategies to improve sales effectiveness.
• Customer Journey Enhancement: Work cross-functionally to map and enhance the customer journey, using CRM tools to deliver personalized and consistent experiences.
• User Acceptance Testing and Product Validation: Coordinate and participate in UAT to gather feedback from end users, identify issues, and address any necessary changes.
• Cross-Functional Collaboration: Partner with sales, marketing, technical, and guest services teams to ensure CRM strategies are integrated and aligned with broader business objectives.
• Backlog Creation and Maintenance: Maintain a comprehensive product backlog and continuously refine and prioritize the backlog items based on changing business needs.
• Vendor and Stakeholder Management: Manage relationships with CRM vendors and collaborate with IT and PMO functions to ensure timely delivery and to resolve key decisions.
• AI & Automation Integration: Leverage AI capabilities and workflow automation within the CRM to enhance lead qualification, sales forecasting, and customer engagement. (e.g., Einstein in Salesforce)
• Change Management & Training: Lead change management initiatives, including end-user training, onboarding programs, and adoption strategies to ensure effective utilization of CRM tools.
• Compliance and Data Governance: Ensure CRM platform compliance with internal data governance policies, security protocols, and external regulatory requirements (e.g., GDPR, CCPA).
• KPIs & ROI Measurement: Define, track, and report on KPIs to measure CRM effectiveness and ROI, identifying areas for continuous improvement.
• Global Multi-Market Support: Adapt CRM strategies to support multiple regions, languages, and sales models, ensuring scalable and culturally relevant solutions.
• Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Functions, duties, responsibilities, and activities may change at any time with or without notice.

Competency

• 5+ years of experience in transformation, sales & sales operations, CRM management, or a related field; experience in luxury, travel, or hospitality industries is a plus
• Proven expertise in core CRM platforms such as Salesforce, Dynamics, or Zoho, including configuration, customization, and integration
• Understanding of agile methodologies and ability to work in a cross-functional environment to manage workstreams
• In-depth knowledge of sales processes, customer relationship strategies, and CRM best practices
• Strong analytical skills with the ability to translate data into actionable strategies
• Excellent project management and organizational abilities, capable of balancing multiple priorities
• Exceptional interpersonal and communication skills, with a proven ability to influence and align cross-functional teams
• Ability to drive decisions across multiple stakeholders, support change management and adoption motions, and use an adoption-first mentality
• Collaborative, innovative, and customer-centric mindset with a focus on achieving business outcomes

Work Environment:

Full-time, office-based position with hybrid flexibility, frequently requiring additional work outside of normal business hours.

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.