Engagement Director

Job Description:

• As the Engagement Director, you will oversee a team of Engagement Managers and Consultants, driving internal operations, team development and the strategic direction for the delivery of Salesforce technology solutions. While the bulk of your role will be focused on team leadership, operational efficiency and internal project oversight, you will have allocations to billable work (subject to demand). During this time, you may engage directly with clients or step in to support projects as needed, leveraging your expertise and leadership skills to ensure project success.

Key Responsibilities

Team Leadership & Development:

• Lead and mentor a team of Engagement Managers and Consultants to ensure the successful delivery of Salesforce technology solutions.

• Foster a positive, collaborative and high-performance team culture, focusing on continuous improvement and professional development.

• Guide team members through transitions and evolving challenges, maintaining morale and ensuring alignment with company values.

• Provide coaching, feedback and support to team members to help them achieve their career goals and grow within the organisation.

• Leverage your expertise to provide guidance on high-priority or challenging aspects of project delivery.

Internal Operations & Strategic Direction:

• Oversee the internal operations of the team, ensuring alignment with company goals and efficient use of resources.

• Develop and implement strategies to improve team performance, increase operational efficiency and streamline internal processes.

• Collaborate with the Head of Projects & Programmes to define strategic objectives and ensure that the team is contributing to overall business success.

• Monitor and evaluate team performance, ensuring that all team members are aligned with project and organisational goals.

Process Improvement & Innovation:

• Identify opportunities to improve internal processes and workflows to enhance the efficiency and effectiveness of the team.

• Promote a continuous improvement mindset, encouraging the team to explore new ideas and methodologies for delivering high-quality solutions.

• Drive innovation within the team, ensuring that we stay ahead of industry trends and deliver the best possible outcomes for clients. 

Stakeholder Management:

• Be prepared to step in and engage with key stakeholders when necessary, offering support and leadership on high-stakes projects.

• Build and maintain strong relationships with internal teams and third-party vendors, ensuring that all project deliverables align with client expectations and deadlines.

• Serve as an escalation point for complex or high-risk project issues, ensuring that they are addressed proactively.

Reporting & Insights:

• Provide regular updates to senior leadership on team performance, project status and any operational challenges.

• Contribute to strategic discussions and provide insights to improve team effectiveness and client satisfaction.

Billable Work Focus:

• Where applicable, engage directly with clients on billable projects, taking on key tasks as required to ensure the success of Salesforce projects.

• Support internal teams in ensuring that client needs are met, but your role will primarily be internal with occasional client engagement when needed.

Qualifications & Experience

• 8+ years of experience managing Salesforce-based technology projects, with at least 3 years in a senior leadership role overseeing teams of Engagement Managers, Consultants or similar roles.

• Strong background in Salesforce platforms, including Salesforce Cloud solutions (Sales, Service, Marketing, etc.), with in-depth knowledge of Salesforce project delivery methodologies.

• Proven success in leading teams and managing internal operations, with the ability to shift to client-facing tasks when needed.

• Excellent communication, leadership, and interpersonal skills, with the ability to manage relationships across all levels of the organisation.

• Strong organisational, problem-solving and decision-making abilities, with a focus on operational excellence and team performance.

Desired Skills:

• Salesforce certifications (e.g., Salesforce Administrator, Salesforce Consultant) preferred.

• Expertise in Agile, Scrum, or other project management methodologies.

• Experience working in a professional services or consultancy environment.

• Ability to engage with clients and stakeholders effectively and provide internal leadership.

#LI-Hybrid #LI-Merkle

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