Director of Participant Enablement & CRM Strategy

ITSMF; Riverwoods (IL); On-site; USD 187,000 - 214,000; Full time

Benefits offered by this job

Health benefits

Performance incentives

Job summary

Capital One seeks a strategic and technical Director of Participant Enablement to stand up a dedicated enablement function. You will design an end-to-end readiness system, manage the CRM ecosystem, and optimize Salesforce and related tools to drive performance and efficiency.

The role focuses on CRM ownership, tool integration, automation, and merchant referral program optimization, with a strong emphasis on analytics, workflows, and actionable insights to boost participant engagement.

Qualifications

• Bachelor’s degree or military experience.
• At least 8 years in enablement operations or CRM tech management.
• 7+ years designing and architecting Salesforce environments (Sales/Service/Marketing).
• 4+ years integrating third-party tools into Salesforce.
• 5+ years building dashboards and data governance in CRM.

Responsibilities

• Define and own Salesforce roadmap and enablement platform governance.
• Oversee integration and governance of marketing/enablement technologies.
• Prioritize automation to reduce admin work while ensuring data accuracy.
• Lead merchant referral tool implementation within Salesforce.
• Design workflows for seamless referrals, attribution, and dashboards.
• Develop CRM dashboards and KPIs to monitor program health and performance.

Skills

CRM strategy

Salesforce optimization

Data governance

KPI frameworks

Automation mindset

Education

Bachelor’s degree or military experience

Salesforce certifications

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Marketing Cloud

Pardot

Experience Cloud

Resource Allocation Management (RAM)

Referral Management Systems (RMS)

Job description

Capital One seeks a strategic and technical Director of Participant Enablement to stand up a dedicated enablement function. You will design an end-to-end readiness system, manage the CRM ecosystem, and optimize Salesforce and related tools to drive performance and efficiency.

The role focuses on CRM ownership, tool integration, automation, and merchant referral program optimization, with a strong emphasis on analytics, workflows, and actionable insights to boost participant engagement.