Description
Capital One is seeking a strategic and technical Director of Participant Enablement to lead client and participant readiness initiatives.
In this builder's role, you will stand up a dedicated enablement function, designing an end-to-end readiness system while managing the Customer Relationship Management (CRM) ecosystem and marketing tool stack.
This role bridges strategy and execution, focusing heavily on optimising Salesforce, merchant referral tools, and the broader enablement platform to drive performance and efficiency.
Key Responsibilities:
CRM and Technology Ecosystem Ownership
- Define and execute the roadmap for Salesforce and related enablement platforms, creating a single source of truth for participant metrics, referral tracking, and client performance analytics.
- Oversee the adoption, integration, and governance of new marketing and enablement technologies to ensure they align with the integrated ecosystem.
- Prioritise automation opportunities that reduce administrative friction for participants and internal teams while maintaining data accuracy standards.
Merchant Referral Program Management
- Lead the implementation and daily operation of merchant referral software within the Salesforce environment, establishing one system of record for all merchant acceptance complaints.
- Design workflows that ensure a seamless referral experience for participants, accurate attribution, and automated dashboard distribution.
Analytics and Reporting
- Develop advanced CRM dashboards and Key Performance Indicators (KPIs) to monitor the health of client programs, enablement initiatives, and referral performance.
- Translate complex opportunities, engagement data, and referral metrics into actionable insights, surfacing recommendations to optimise participant engagement and drive conversion rates.
Basic Qualifications:
- Bachelor’s degree or military experience
- At least 8 years of experience in enablement operations, client or participant readiness or Customer Relationship Management (CRM) technology management
- At least 7 years of experience designing, configuring, optimising and architecting Salesforce environments
- At least 4 years of experience integrating third-party tools, marketing technology stacks, and external referral systems directly into Salesforce
- At least 5 years of experience building custom dashboards, defining Key Performance Indicator (KPI) frameworks, and executing data governance or data validation routines across enterprise Customer Relationship Management (CRM) systems
Preferred Qualifications:
- 5+ years of people management experience leading technical admins, enablement specialists or CRM strategy managers
- Salesforce Certified Administrator or Advanced Administrator, Salesforce Certified System Architect or Application Architect, Salesforce Certified Sales Cloud Consultant or Service Cloud Consultant certification(s)
- Experience within financial services, payments networks, or fintech platforms
- Experience managing integrated Business-to-Business (B2B) or Business-to-Business-to-Consumer (B2B2C) marketing automation and enablement stacks
- Proven track record of standing up an enablement or readiness function from the ground up
The minimum and maximum full-time annual salaries for this role are: McLean, VA: $206,000 - $235,100 Richmond, VA: $187,300 - $213,700 Chicago, IL: $187,300 - $213,700 Riverwoods, IL: $187,300 - $213,700
This role is also eligible to earn performance-based incentive compensation, which may include cash bonus(es) and/or long-term incentives (LTI).
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.