Dir, CRM & Sales Enablement - Trenton, NJ, USA

• Strong working knowledge of Aflac Group product portfolio, systems, operational process and industry practices

• Experience with customer experience transformation customer engagement capabilities.

• Deep understanding of B2B2C distribution models, underwriting dependencies, and the lifecycle of insurance.

• Strong knowledge of federal, state, and local regulatory and industry requirements, and standard concepts, practices, and procedures as they relate to the insurance industry

• Solid technical understanding of implementing services with third party platforms

• Excellent presentation, oral, written, and interpersonal communications skills to effectively interact with internal and external customers

• Strong problem solving, negotiation, and time management skills

• Ability to establish and develop effective relationships with internal and external partners

• Broad knowledge of Aflac products and systems related to enrollment facilitation

• Strong knowledge of assigned CRM platforms and their technical capabilities for Aflac’s products

• Strong experience building business cases, investment prioritization and executive portfolio governance.

Education & Experience Required

• Bachelor's Degree Experience Job Related field
• 10+ years of professional job-related work experience with 5+ years management experience plus monitoring or directing strategic planning initiatives
• experience in CRM product management, sales enablement, or revenue operations

Or an equivalent combination of education and experience

Travel

Less than or equal to 10 percent

Principal Duties & Responsibilities

• Support the execution of customer relationship management, sales enablement, and customer engagement strategies aligned with organizational objectives.

• Lead business initiatives that enhance customer acquisition, retention, broker engagement, sales effectiveness, operational efficiency, and customer experience.

• Identify opportunities to improve business processes, workflows, and enablement capabilities through automation, innovation, and operational improvements.

• Develop recommendations to leadership regarding capability enhancements, process improvements, and future business needs.

• Help establish governance processes and operating practices that support consistent decision making, prioritization, and execution.

• Partner with leaders across Sales, Marketing, Customer Experience, Operations, Finance, Legal, Compliance, and Technology to identify business needs and support strategic objectives.

• Translate business requirements into actionable plans, ensuring alignment between operational needs and supporting capabilities.

• Foster collaboration across business functions to drive consistent experiences for brokers, customers, policyholders, and internal stakeholders.

• Facilitate cross-functional meetings, governance forums, and working sessions to support initiative planning, execution, and issue resolution.

• Serve as a key liaison between business stakeholders and shared service partners to support successful delivery of business priorities.

• Lead the execution and continuous improvement of sales enablement processes, tools, reporting, and operational support models.

• Identify operational, service, process, and capability gaps impacting business performance and coordinate corrective actions with appropriate stakeholders.

• Support sales planning, broker support activities, reporting processes, and business performance initiatives that improve productivity and customer outcomes.

• Evaluate and prioritize enhancement opportunities that strengthen sales effectiveness, customer engagement, and operational efficiency.

• Develop and monitor key performance metrics, dashboards, and reporting to measure business results, user adoption, and operational performance.

• Manage day-to-day business relationships with vendors and external partners supporting sales enablement and customer engagement activities.

• Partner with internal stakeholders in vendor evaluations, contract discussions, renewals, and service reviews.

• Monitor vendor performance against established expectations and service commitments.

• Identify opportunities to enhance vendor effectiveness, improve service delivery, and optimize expenditures.

• Support issue resolution and escalation management involving external partners when necessary.

• Support governance processes used to evaluate, prioritize, and monitor business initiatives, enhancements, and investments.

• Partner with Technology and other shared service functions to ensure business requirements are understood and solutions align with enterprise standards and compliance requirements.

• Manage assigned budgets, vendor expenditures, and resource plans while ensuring responsible use of organizational resources.

• Develop business cases, analyses, and recommendations to support investment decisions and operational improvements.

• Assist leadership in prioritizing initiatives based on business value, operational impact, resource availability, and strategic alignment.

• Performs other duties as assigned

Total Rewards

The salary range for this job is $150,000 to $200,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions, including, but not limited to: education, experience, licensure, certifications, geographic location, and peer compensation. The range has been created in good faith based on information known to Aflac at the time of the posting.

At Aflac, it is not typical for an individual to be hired at or near the top of the range for the role to allow for future and continued salary growth, and compensation decisions are dependent on the circumstances of each case. This salary range does not include any potential incentive pay or benefits, however, such information will be provided separately when appropriate.

In addition to the base salary, we offer an array of benefits to meet your needs including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee), 401(k) plans, annual bonuses, and an opportunity to purchase company stock. On an annual basis, you’ll also be offered 11 paid holidays, up to 20 days PTO to be used for any reason, and, if eligible, state-mandated sick leave (Washington employees accrue 1-hour sick leave for every 40 hours worked) and other leaves of absence, if eligible, when needed to support your physical, financial, and emotional well-being. Aflac complies with all applicable leave laws, including, but not limited to, sick and safe leave, and adoption and parental leave, in all states and localities.