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This role acts as a key IT liaison supporting Residential Development, Marketing, and Sales teams. This role provides technology leadership, guidance, best practices, project management, planning, design, integration, and day-to-day operational management and support of Residential CRM system. The role requires an understanding of residential business needs, project management, and strong technical expertise in residential CRM. You are responsible for an extensive enterprise Salesforce ecosystem with multiple complex integrations and supporting a large community of global users. This role will work with a cross-functional team, including business and IT team, in supporting and operationalizing CRM technology capability for the residential business particularly in the areas of development, marketing and sales functions.
Job Responsibility:
Acts as a key IT liaison supporting Residential Development, Marketing, and Sales teams
Provides technology leadership, guidance, best practices, project management, planning, design, integration, and day-to-day operational management and support of Residential CRM system
Manages existing environment operations and stability
Leads enhancement, migration and strategic projects of varying size
Guides and contributes to the Residential CRM technology roadmap
Communicates and represents Residential Development, Marketing, and Sales business priorities and focus items to IT team, and vice versa
Manages vendor relationships including quarterly reviews
Creates and manages a cadence of communications with BU stakeholders
Designs and delivers effective solutions
Manages overall architecture and delivery of integrated systems for Residential CRM
Proactively optimizes the operating environment
Identifies opportunities for efficiency, automation, standards and continuous improvement
Develops and maintains an in-depth knowledge of Residential CRM systems
Provides platform insights, IT market knowledge, and added value to business stakeholders
Identifies, implements, and supports cost-effective technology solutions
Enhances operational efficiency
Participates in the development and implementation of new business processes
Partners with business leads to support and implement communications, process, training and best practices
Raises and assists in implementing data and process standards
Identifies, recommends, develops, implements, and supports cost-effective technology solutions aligned with business needs
Analyzes and verifies requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards
Manages and tracks the status of requirements throughout the project lifecycle
Ensures completion of documentation
Oversees and ensures quality assurance of delivered solutions
Organize requirements gathering on a project-by-project basis
Work with stakeholders and project team to prioritize and clarify requirements
Engage with IT and BU to determine project discovery required
Engage with IT and BU to determine project budgets, phases, impacts, risks, outcome criteria, and metrics
Engage with IT and BU to identify required project workstreams and resources
Employ options evaluation and analysis with Business Unit stakeholders
Employ clear methods for project and workstream planning
Develop project budget planning and tracking
Forge strong and effective relationships within IT team as well as Business Stakeholders
Manage and maintain positive on-going relationships with various vendors and partners
Requirements:
5+ years of progressive IT experience in systems operations, solution design, and application administration, with a strong focus on Salesforce platform management within global or multi‑region B2C environments
Extensive hands‑on experience with Salesforce across configuration, administration, data management, security model design, workflow automation, and user support
Proven experience managing complex, multi‑integration Salesforce ecosystems, preferably including Sales Cloud, Service Cloud, custom integrations, and middleware tools
Demonstrated ability to lead and deliver Salesforce enhancement, migration, and optimization projects, including writing business requirements, technical specifications, and test plans
University degree in Information Systems, Computer Science, Engineering or Business Administration with a technical or IT interest is preferred
Excellent problem‑solving, technical troubleshooting, interpersonal, and communication skills
Ability to work effectively in a fast‑paced environment while managing multiple projects simultaneously
Proven experience with business requirements analysis, verification, and methodology development
Demonstrated project management skills including planning, organizing and managing resources
IT financial skills including ROI, Total Cost of Ownership, annual + project budget, capital + operating principals
Architecture, roadmap, systems integration principles
Salesforce CRM
Data analytics / business intelligence skills and concepts, including but not limited to - ETL, database, warehousing, data flows, report-building, visualization layer dashboards and KPIs
ServiceNow + queue management
SQL Queries
AD group management, provisioning and security
Microsoft Office Suite, with strong Excel
Jira, TestRail
Nice to have:
Salesforce certifications (e.g., Administrator, Advanced Administrator, Platform App Builder, Sales Cloud Consultant) are considered a strong asset
Experience creating solution architecture diagrams, process flows, and data models using tools such as Visio or similar
Familiarity with Agile, Waterfall, and hybrid project methodologies is valued
Familiarity with project management and collaboration tools such as Monday.com, JIRA, and SharePoint is beneficial
Experience with Figma Design is an advantage
Experience in the real estate or hospitality industries is an advantage