As part of PepsiCo’s Global Insights team, the Consumer Experience function is continually transforming the way we interact with and learn from consumers. We’re leveraging cutting edge digital technologies to answer key business questions and more intimately engage with and learn from our consumers through empathy and human connections.

The Salesforce CRM Strategy Lead plays a key role within the Consumer Experience (CX) team and is responsible for owning the primary system that is central to all aspects of the function.

This role will interact closely with CX team leaders as well as with stakeholders across multiple functions who utilize Salesforce service cloud both directly and indirectly via integrations and reporting. The CRM Lead serves as both the champion of and gatekeeper for Salesforce Service Cloud functionality, partnering with global CX teams and IT to outline a future roadmap and deliver new features and integrations while also minimizing complexity, maintaining standardization and responding to user feedback

• Leading the strategy, evolution & roadmap for our Salesforce Service Cloud custom instance accessed by 400+ associates housing all cases across North America and Europe
• Lead a team of 2 direct reports and serve as the SME for CRM system processes and usage across all markets and user personas
• Work with multiple cross-functional stakeholders to understand business needs and translate them into specific functionality requests
• Meet regularly with multiple SME groups within the CX function (COE & Sectors) to identify key needs and requirements
• Develop near-term and long-term capabilities for activation, including new integrations
• Prioritize business requests on a rolling basis and partner with the S&T Product Manager to coordinate delivery and rollout scheduling
• Partner with the IT team to capture technical requirements and acceptance criteria, and to coordinate user acceptance testing and delivery scheduling
• Communicate all release updates and partner with the training team on change management for key features impacting frontline users
• Identify and enforce governance and best practices for CRM usage within the CX function
• Lead CRM discovery, business case development & implementation in additional global markets
• Be responsible for overall system strategy, including data governance, process for change requests, integration with downstream systems, etc.
• Own the core data structure rationale and request for changes.
• Champion documentation so all teams are aligned, and transitions are smooth

Compensation and Benefits:

• The expected compensation range for this position is between $118,700 - $198,800.
• Location, confirmed job-related skills, experience, and education will be considered in setting actual starting salary. Your recruiter can share more about the specific salary range during the hiring process.
• Bonus based on performance and eligibility target payout is 15% of annual salary paid out annually.
• Paid time off subject to eligibility, including paid parental leave, vacation, sick, and bereavement.
• In addition to salary, PepsiCo offers a comprehensive benefits package to support our employees and their families, subject to elections and eligibility: Medical, Dental, Vision, Disability, Health, and Dependent Care Reimbursement Accounts, Employee Assistance Program (EAP), Insurance (Accident, Group Legal, Life), Defined Contribution Retirement Plan.

• Minimum Bachelor’s degree. Salesforce Certification a plus. 
• Minimum of 7+ years of Salesforce experience (2+ years in service cloud specifically) 
• Strong consultative skills at a cross functional level. Experience working cross-functionally with IT desired. 
• Good presentation & communication skills, able to translate and articulate technical issues clearly to business stakeholders
• Strong project, team, collaboration and people leadership

Our Company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Fair Credit Reporting Act, and all other applicable laws, including but not limited to, San Francisco Police Code Sections 4901-4919, commonly referred to as the San Francisco Fair Chance Ordinance; and Chapter XVII, Article 9 of the Los Angeles Municipal Code, commonly referred to as the Fair Chance Initiative for Hiring Ordinance.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

PepsiCo is an Equal Opportunity Employer: Female / Minority / Disability / Protected Veteran / Sexual Orientation / Gender Identity

If you'd like more information about your EEO rights as an applicant under the law, please download the available EEO is the Law & EEO is the Law Supplement documents. View PepsiCo EEO Policy.

 Please view our Pay Transparency Statement