Global Head of CRM l Multiple Locations
Who We Are
FTI Consulting is the world’s leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world’s leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you’ll work side-by side with leaders who have shaped history, helping solve the biggest challenges making headlines today. From day one, you’ll be an integral part of a focused team where you can make a real impact. You’ll be surrounded by an open, collaborative culture that embraces diversity, recognition, professional development and, most importantly, you.
Are you ready to make your impact?
About the Role
The Global Head of CRM is responsible for leading the CRM Department. This Department oversees, manages, and provides strategic direction for FTI’s customer relationship management system. You will collaborate closely with senior leaders from FTI’s business segments and regions to support their go-to-market initiatives. You will collaborate closely with colleagues from Marketing, Conflicts, Finance, Risk & Compliance, and other Core Operations stakeholders. Candidate will work in an innovative environment comprised of leading-edge tools: Salesforce.com, Eloqua, Pardot, CVENT, BoardEx, CapIQ, ZoomInfo, Syncari integrated with Financial and Data Warehouse applications. The successful applicant will possess proven history in a similar capacity and having experience leading a complex business and technical transformation, and possess strong leadership abilities, excellent communications, and critical thinking skills.
The team is comprised of 11 direct reports, 5 indirect reports, and a network of CRM advocates and power users in each of the Regions and Segments. The CRM team works closely with Core Operations Departments including Marketing, Conflicts Dept., Finance, Risk & Compliance, Information Technology Group, and HR.
The organization is comprised of three teams working in close collaboration:
- End User Support: comprised of a global helpdesk, regional representatives, and the Concierge desk. The latter is responsible for coordinating with Conflicts and Finance Departments to ensure engagements are opened on time and accurately.
- Data Management: responsible for data quality. The team utilizes Dun & Bradstreet Data Services to acquire & manage legal entities and associated firmographic information to support marketing research, segmentation, and data analysis. ZoomInfo provides updates to contact profiles, titles, and email addresses. The team supports the business by providing contacts and relationships, list-lead management, campaign set up, and supporting BoardEx (FTI proprietary relationship network with C-suite and Board of Directors).
- Technology: supports 2 Salesforce Orgs, APPTUS CPQ, Syncari to synchronize 2 Eloqua and 1 Pardot Marketing Orgs., Info/Data services synchronized with Dun & Bradstreet, BoardEx, ZoomInfo; and other SaaS tools to manage maintenance and enhancements, backup and recovery, and other IT support services.
The ideal candidate will have:
- Proven ability to develop and implement data governance and data maintenance processes to improve integrity of CRM data.
- Experience collaborating with internal and external stakeholders to define and implement vision for CRM, including system design and ongoing technical governance processes.
- Experience evaluating innovative technologies, technical compatibility and fit with business needs/objectives.
- Proficiency in designing and implementing next-gen cloud solutions.
- Experience providing technical leadership and direction, including development of technical roadmaps.
- Proven people and large, complex project management skills.
- Demonstrated ability to multi-task and perform effectively under pressure.
- Continuous improvement and problem-solving mindset – and ability to instill this in others.
- Demonstrated ability to effectively prioritize, escalate and solve issues.
What You’ll Do
- Build/manage high performance team that effectively:
- Supports go-to-market strategies of the business segments and geographies.
- provides innovative solutions that improve sales and relationship management efforts of ~2,000 client-facing practitioners.
- Supports go-to-market strategies of the business segments and geographies.
- Ensure team delivers reliable CRM functionality that continues to evolve over time and,
- Supports practitioner’s business development efforts, including tools that make it easier to build and deepen client relationships.
- Provides transparency and insights to business leaders, including pipeline management
- Enables corporate and segment marketing initiatives.
- Supports practitioner’s business development efforts, including tools that make it easier to build and deepen client relationships.
- Design, implement and manage new processes to improve data quality, including better data governance and maintenance processes. Responsible for CRM support help desk to end users.
- Responsible for maintaining interfaces to support conflict processes; providing ‘Concierge’ support for the engagement opening process; and ensuring compliance with ASC-606 Revenue Recognition regulations.
- Responsible for ensuring tools and processes align with compliance requirements and manage risk appropriately.
How You’ll Grow
You will work with a global team to deliver impactful learning solutions to internal clients. This role provides opportunities to work on high-visibility projects with leaders at all levels. On-the-job experiences and access to key resources, such as LinkedIn Learning and Coursera, will contribute significantly to your professional growth.
What You Will Need to Succeed
Basic Qualifications
- Bachelor’s degree in computer science, business or closely related field.
- 10+ years of professional experience leading CRM department, ideally leading successful, transformative CRM Implementations.
- Prior role as Department Head or directing significant portions of CRM department, managing global CRM deployment across multiple business units and geographies.
Preferred Skills
- Excellent leadership skills, results oriented.
- Business acumen, including understanding of the professional services industry and practitioner-led sales processes.
- Experience with Cloud-based (SaaS) software and app-exchange solutions.
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Total Wellbeing
Our goal is to support the wellbeing of you and your families—physically, emotionally, and financially. We offer comprehensive benefits such as the following:
- Competitive total compensation, including bonus earning potential
- Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance
- Generous paid time off and holidays
- Company matched 401(k) retirement savings plan
- Potential for flexible work arrangements
- Generous paid parental leave with available planning tools, virtual expert coaching services and flex return support.
- Family care benefits, including back-up child/elder care
- Employee wellness platform
- Employee recognition programs
- Paid time off for volunteering in your community
- Corporate matching for charitable donations most important to you
- Make an impact in our communities through company sponsored pro bono work
- Professional development and certification programs
- Free in-office snacks and drinks
- Free smartphone and cellular plan (if applicable)
- FTI Perks & Discounts at retailers and businesses
- Upscale offices close to public transportation
About FTI Consulting
FTI Consulting, Inc. is the leading global expert firm for organizations facing crisis and transformation, with more than 8,300 employees located in 34 countries and territories. Our broad and diverse bench of award–winning experts advise their clients when they are facing their most significant opportunities and challenges. The Company generated $3.49 billion in revenues during fiscal year 2023. In certain jurisdictions, FTI Consulting’s services are provided through distinct legal entities that are separately capitalized and independently managed. FTI Consulting is publicly traded on the New York Stock Exchange. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
Compensation Disclosure: Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual’s location, skills, level of experience, and qualifications.
