The Role:
MetLife is seeking an experienced Assistant Vice President (AVP), Global Customer Relationship Management Platforms (GCRM) to be a member of MetLife’s Global Enterprise Platforms leadership team. The AVP, GCRM will be responsible for end-to-end management and delivery of CRM capabilities for our global partners. This role will manage our SalesForce strategy and execution across the Sales, Servicing and Marketing business functions, including, but not limited to, architectural frameworks, scaling the COE (Center of Excellence) model globally, secure DevSecOps deployment processes and vendor management. This role also involves the management of other fit-for-purpose CRM platforms (like Creatio) that is used at MetLife.
The AVP, GCRM will drive our global teams towards the setup of reusable architectures across various business functions and regions as we look to modernize our CRM footprint for growth. This position will partner closely with our global CIO teams and the associated business functions to evolve our CRM footprint while leveraging a COE model to ensure that we can scale globally using standardized deployment and management CRM architectures.
Reporting to the Head of Platforms & Engineering, the AVP, GCRM will lead FTEs and consultants across the CRM engineering, development, DevSecOps, vendor management, COE, delivery and support functions.
Key Responsibilities include, but are not limited to:
- Technology ownership, including strategy, architecture, engineering, financials, implementation and operations for the GCRM practice:
- Salesforce implementations across all LOBs and regions
- Vendor negotiation and contracting
- DevSecOps process and tooling (AutoRABIT)
- Security through partnership with InfoSec, Infrastructure, and application owners
- Operational resiliency through design and execution
- Risk mitigation and vulnerability management
- Management of fit-for-purpose CRM platforms like Creatio
- Leadership and talent management for the CRM team
- Driving business value through partnerships with stakeholders
- Solidifying COE practices to ensure consistency in management of non-US deployments
- Drive AI opportunities with inherent capabilities (like Einstein) and MetLife AI platforms
- Leverage Agile development practices for iterative value generation and scale
Key Relationships:
Reports to: VP, Head of Platforms & Engineering
Stakeholders: CIOs of various LOBs; InfoSec;
Candidate Profile:
This position requires an accomplished CRM leader with a proven track record of leading people, aligning processes and technology in pursuit of strategic business outcomes through scale and optimization of the CRM practice. The ideal candidate will have led an enterprise level SalesForce practice globally across a varied set of business functions, and driven value through the evolution of the end-to-end experience in a customer’s journey.
In keeping with MetLife’s culture, this executive must be a collaborative, hands-on, dynamic leader whose track record buys credibility across the IT function.
Qualifications:
- 15+ years of experience working in global organizations with complex/matrixed environments; preference of experience in the financial / insurance industry
- At least 5-10 years of experience with SalesForce in a large enterprise, with deep insights into scalable architectures
- Ability to build relationships across CIO, business, architecture and security teams to achieve the expected outcomes
- Familiarity with the use of AI to enhance the CRM experience
- Strong proponent of DevSecOps culture and familiarity with associated SalesForce based tooling (like AutoRABIT)
- Serve as a thought leader and strategic trusted partner with key stakeholders and vendor partners.
- Strong leadership skills required to re-imagine and build organizational capability while motivating teams to reach desired outcomes.
- Strong interpersonal, influencing and collaboration skills.
Success Factors:
Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.
Motivates People - Gains people commitment to achieve business objectives through clear communication of the company’s vision and flexing leadership styles to inspire high performance.
Creates Partnerships - Authentically builds trusted relationships and collaborates across global, diverse and multi-functional teams to successfully drive business objectives.
Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.
Grows Talent - Inclusively and pro-actively develops talent, empowers individuals and manages diverse teams to drive engagement and performance.
Models our Values - Creates a culture that promotes the company’s values and standards through role modeling, accountability and ownership of decisions.
Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards.
