Job Description

Join to apply for the Sr. Director, IT, Salesforce & CRM Technologies role at The Ritz-Carlton Yacht Collection .

Embark on an Extraordinary Journey

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

As the Senior Director, Salesforce & CRM Technologies at The Ritz-Carlton Yacht Collection, you will play a pivotal role in shaping the companys customer engagement and data strategy across all digital and operational touchpoints. In this leadership position, you will be responsible for defining and executing the roadmap for Salesforce and CRM platforms that enable personalized, data-driven guest and partner experiences. You will oversee the full Salesforce ecosystem including Sales Cloud, Marketing Cloud, and Data Cloud ensuring seamless integration with enterprise systems through MuleSoft and other technologies.

You will lead a team of Salesforce professionals and collaborate closely with business leaders, IT functions, and external partners to optimize platform capabilities, enhance automation, and ensure scalability. Your responsibilities will include managing the overall architecture, implementation, and continuous improvement of the CRM environment to meet evolving business needs. In addition, you will establish strategic and operational processes, align technology initiatives with organizational goals, and champion innovation in guest relationship management.

Key Responsibilities

• Provide technical leadership and architectural oversight across Sales Cloud, Marketing Cloud, Data Cloud, and Experience Cloud.
• Lead design, configuration, and customization efforts ensuring scalability, maintainability, and adherence to best practices.
• Oversee MuleSoft integration and other middleware solutions connecting Salesforce with ERP, reservation, mobile, data warehouse, and guest engagement platforms.
• Oversee CRM integration with NICE and other telephony systems to enable seamless customer interactions, call tracking, and data synchronization across contact channels.
• Leverage Salesforce Einstein and AI-driven capabilities to enhance automation, personalization, and predictive insights across marketing, sales, and service functions.
• Maintain data integrity, governance, and compliance across all CRM data sources.
• Drive continuous improvement, release management, and platform optimization.

• Define and execute the Salesforce and CRM technology roadmap aligned with enterprise digital transformation goals.
• Partner with business leaders in Marketing, Sales, Guest Experience, and Operations to identify opportunities for leveraging Salesforce capabilities.
• Ensure CRM strategy supports personalization, omni-channel engagement, and lifecycle marketing initiatives.
• Manage vendor relationships and contracts related to Salesforce, MuleSoft, and related platforms.

• Lead a cross-functional team of Salesforce administrators, developers, architects, and integration specialists.
• Foster a culture of collaboration, innovation, and accountability within the CRM technology team.
• Build internal capabilities through coaching, training, and development of Salesforce technical talent.

• Establish governance frameworks for change management, data quality, and security compliance (including GDPR and CCPA).
• Develop KPIs and dashboards to measure CRM effectiveness, campaign ROI, and system performance.
• Collaborate with the Enterprise Architecture and Data teams to align on integration patterns, APIs, and master data strategy.
• Ensure Salesforce environments are compliant, secure, and optimized for performance.
• Stay current with Salesforce advancements and CRM best practices to drive ongoing platform evolution and business value.

Skills And Experience Required

• Bachelors degree in Computer Science, Information Systems, or related field (Masters preferred)
• 12+ years of progressive experience in CRM or enterprise technology leadership roles
• 8+ years of hands?on Salesforce experience, including architecture, configuration, and deployment
• Deep expertise in Salesforce Marketing Cloud, Sales Cloud, Data Cloud, and Experience Cloud
• Strong knowledge of MuleSoft integration platform and APIs
• Experience with NICE CXone or similar contact center technologies and their integration with Salesforce to support omni-channel customer engagement and service operations
• Proven success leading large-scale CRM transformations or multi?cloud Salesforce implementations
• Solid understanding of data architecture, analytics, and governance in CRM environments
• Excellent communication and stakeholder management skills across business and technical domains

Skills And Experience Preferred

• Salesforce certifications (e.g., Salesforce Certified Technical Architect, Marketing Cloud Consultant, Data Cloud Consultant, Integration Architect)
• Background in the Cruise Industry is preferred, however, equivalent travel industry (Hotel, Airline) or the Marine Industry (Military, Merchant Marine) will be considered
• Familiarity with modern data ecosystems (Snowflake, Azure, etc.) and customer data platforms.

Work Environment

• Hybrid, working in a typical office environment at Ritz Carlton Yacht Collections Headquarters in Fort Lauderdale, Florida
• Approximately 10% of travel, including working internationally, and working aboard our cruise ships
• Work beyond normal business hours may be required occasionally to support business needs or projects.
• Ability to travel internationally is a must, requiring a valid passport and work authorization for the United States.

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.

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