About TELUS Digital & WillowTree
TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build, and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in North and Central America, Europe, Africa, and Asia, TELUS Digital + WillowTree empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages. Learn more at: https://telusdigital.com/
In January 2023, WillowTree was acquired by TELUS Digital, a leading provider of next-generation digital customer experience (CX) solutions for global and disruptive brands. The combined firm is now called TELUS Digital Solutions and brings an unparalleled ability to deliver seamless, trusted, digitally-enabled experiences across any channel a customer might choose — including mobile apps, websites, voice UI, chatbots, email, customer service agents, and retail associates.
Location
Our Senior Director for Salesforce can be based out of one of our major North American office locations or operate remotely, with frequent travel expected to our offices and clients.
The Opportunity
As the Senior Director, Salesforce Practice Leader at TELUS Digital, you will lead and shape our Salesforce practice, driving transformative CRM, Sales automation, CPQ, and service excellence solutions that meet the complex needs of our clients. In this role, you will oversee Salesforce strategy development, practice growth, and the delivery of large-scale, high-impact projects. Your leadership will empower our clients to leverage Salesforce to enhance sales processes, streamline customer operations, optimize order management, and enhance customer service while advancing our position as a trusted partner in the digital ecosystem.
This high-visibility role calls for a strategic visionary with deep expertise in Salesforce, strong business acumen, and a track record of delivering value in complex environments.
Responsibilities
- Strategic Leadership: Define and execute the vision for TELUS Digital’s Salesforce practice, positioning it as a leader in digital customer engagement and CRM excellence. Scale offerings that align with emerging Salesforce capabilities and market trends.
- Practice Management and Expansion: Scale and evolve the Salesforce practice, developing frameworks, methodologies, and accelerators that enable swift and effective delivery. Drive growth by expanding TELUS Digital’s Salesforce capabilities and service portfolio.
- Client Relationship Management: Build and maintain executive relationships with key clients, serving as a trusted advisor to drive value and client satisfaction. Ensure that Salesforce solutions integrate seamlessly with clients' business strategies.
- Business Development: Collaborate with sales and account teams to identify new opportunities for Salesforce solutions. Guide proposal development and lead pursuits that align with TELUS Digital’s vision and growth goals.
- Service Delivery Oversight: Lead the successful execution of large-scale Salesforce implementations, focusing on Sales Cloud, Engagement, Revenue Cloud, CPQ, and Service Cloud. Oversee multi-disciplinary teams to ensure projects meet client expectations and maintain the highest standards of quality.
- Salesforce Solution Expertise: Lead the development of advanced capabilities in Sales Cloud, CPQ, Service Cloud, Integration, and UI frameworks.
- Technical Delivery Leadership: Oversee the design and implementation of complex Salesforce solutions, ensuring best practices in configuring and customizing Sales and Service Cloud features, as well as integrating third-party applications and tools.
- Financial Management: Manage the Salesforce practice’s P&L, ensuring sustainable growth, profitability, and operational efficiency.
- Team Leadership: Cultivate a high-performing team of Salesforce experts, fostering a culture of collaboration, innovation, and client-centricity. Mentor and develop team members, supporting career growth and technical excellence.
- Innovation and Process Improvement: Introduce innovative tools and methodologies to improve delivery efficiency, quality, and value. Stay at the forefront of Salesforce advancements to integrate emerging solutions and features into our offerings.
Competencies
Experience:
- 10+ years of relevant experience in a leadership role within a top consulting firm or enterprise environment, focusing on Salesforce consulting and implementation.
- Proven expertise in Salesforce products, including Sales Cloud, Service Cloud, and integrations with enterprise applications.
- In-depth knowledge and experience in Sales Cloud (Sales force automation, Sales Engagement, Sales AI, CPQ, Vlocity), Service Cloud (Service Management, Omnichannel, Field Service, Contact Center), and integrating Salesforce with external platforms using Mulesoft, Informatica, and Jira.
- Proficiency in Salesforce UI frameworks, including Salesforce Lightning Design and AngularJS.
- Successful track record of delivering large-scale CRM projects in complex, global environments.
- Experience leading a Salesforce practice, managing end-to-end implementation lifecycle, and overseeing P&L responsibilities.
- Strong client engagement and relationship management skills, with experience advising C-level stakeholders on CRM strategies.
Industry Knowledge:
- Extensive understanding of Salesforce technologies and their applications across industries, including telecom, healthcare, and financial services.
- Deep understanding of Salesforce's capabilities within Sales and Service Cloud environments, as well as integration best practices across different platforms and tools.
- Familiarity with the Salesforce ecosystem, including AppExchange solutions, integration patterns, and best practices for CRM transformation.
- Knowledge of industry trends in CRM, customer experience, and digital engagement.
Leadership Competencies:
- Demonstrated ability to inspire and lead diverse teams, driving high performance and results.
- Strategic thinker with excellent problem-solving skills, able to balance visionary thinking with pragmatic execution.
- Exceptional business acumen with experience in managing P&L and driving profitable growth in a consulting environment.
Communication and Collaboration:
- Outstanding communicator with experience presenting to senior executives and managing stakeholder expectations.
- Skilled collaborator, able to work effectively with cross-functional teams to deliver seamless Salesforce solutions that complement TELUS Digital’s broader offerings.
TELUS Digital Values
TELUS Digital recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:
- We passionately put our customers and communities first
- We embrace change and innovate courageously
- We grow together through spirited teamwork
At TELUS Digital, we are committed to diversity and equitable access to employment opportunities based on ability.
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