Enterprise Applications & CRM Lead

[What the role is]

The Digital Transformation Office (DTO) is a strategic division within the corporate group dedicated to driving and overseeing the digital transformation initiatives across IMDA. The DTO plays a pivotal role in developing and implementing comprehensive strategies that align with IMDA’s goals and objectives through the innovative use of emerging technology and data. By spearheading digital transformation initiatives, the DTO aims to revolutionise processes, elevate customer experiences, and foster a culture of innovation. Through collaboration with various departments, the DTO ensures that digital initiatives are integrated seamlessly across the organisation, positioning IMDA to be at the forefront in the digital age.

We are seeking an experienced and strategic Enterprise Applications and Salesforce Program Lead to oversee and drive the successful implementation, management, and architectural integrity of our Enterprise Applications platform particularly on Salesforce platform.

The role possesses a strong background in Salesforce architecture, administration, and project management, with a proven ability to align Salesforce initiatives with business objectives, optimize performance, and ensure scalable solutions.

[What you will be working on]

Key Responsibilities

Impact

• Strategic Organisational Leadership: Oversees and drives successful implementation of Enterprise Applications platform, particularly Salesforce, across IMDA's digital transformation initiatives
• Business Alignment: Ensures Salesforce initiatives align with organisational goals and strategies, managing the complete program lifecycle from planning through execution
• Cross-Functional Influence: Collaborates with senior leadership, business units, and IT teams to translate business needs into technical solutions and architectural enhancements
• Performance-Driven Results: Establishes and tracks key performance indicators (KPIs) to measure effectiveness of Salesforce implementations and drive continuous improvement
• Scalable Solution Delivery: Develops and maintains robust architecture framework that meets current and future business needs

Communication

• Senior Stakeholder Engagement: Provides regular updates to senior leadership in IDSC and gathers requirements from various business units to ensure successful user adoption
• Team Leadership & Mentoring: Leads and mentors Enterprise CRM and Application team fostering collaborative and innovative environment
• Training & Knowledge Transfer: Develops and leads comprehensive training programs for end-users and administrators new features and initiatives in the Salesforce platform
• Vendor Relationship Management: Manages relationships with Salesforce vendors and third-party consultants, evaluating new tools and technologies
• Cross-Level Communication: Demonstrates exceptional verbal and written communication skills to engage and influence stakeholders at all organisational levels

Innovation

• Architectural Leadership: Designs and oversees overall Salesforce architecture, developing scalable solutions including data models, integration strategies, and application design
• Digital Transformation Spearheading: Drives processes transformation and delightful user experiences through innovative use of emerging technology
• Technology Integration: Oversees configuration, customisation, and integration of Salesforce with other enterprise systems
• Continuous Improvement: Uses data-driven insights to drive architectural refinement and system performance enhancements
• Strategic Roadmap Development: Defines Salesforce program roadmap including architectural enhancements, timelines, and resource allocation

Knowledge

• Deep Technical Expertise: Minimum 10 years of experience in Salesforce administration, architecture, and program leadership with proven track record in complex Salesforce architectures
• Platform Specialisation: Expertise in Salesforce CRM including Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Lightning
• Integration & API Management: Essential experience with Salesforce integration tools, API management, and data architecture
• Project Management Proficiency: Strong skills in agile and waterfall methodologies, with PMP or project management certifications advantageous

Risk

• Security & Compliance Oversight: Ensures data integrity, security, and compliance with industry standards and regulations across all Salesforce implementations
• Project Risk Management: Manages multiple complex Salesforce projects ensuring delivery on time, within scope, and budget whilst adhering to best practices
• Performance Monitoring: Establishes robust monitoring systems to track architectural performance and identify potential issues before they impact operations
• Change Management: Implements proper change management practices for significant architectural changes to minimise operational disruption
• Vendor Risk Mitigation: Evaluates and manages third-party consultant relationships to ensure quality delivery and knowledge retention

[What we are looking for]

Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• At least 10 years of experience in Salesforce administration, architecture, and program leadership. Proven track record of designing and managing complex Salesforce architectures and leading cross-functional teams.
• Expertise in Salesforce CRM, including Sales Cloud, Service Cloud, Marketing Cloud, and Salesforce Lightning. Experience with Salesforce integration tools, API management, and data architecture is essential.
• Strong project management skills with experience in agile and waterfall methodologies. PMP or other project management certifications are advantageous.
• Excellent problem-solving abilities with a data-driven approach to decision-making.
• Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
• Proven leadership skills with the ability to motivate and manage a team effectively. Experience in mentoring and developing talent.