Senior Director of Unified Marketing Platform Architecture & CRM Systems

Job Description

Job Description

Express Wash Concepts (EWC), established in 2018, is the parent company of five award-winning express tunnel car wash brands: Moo Moo Express Car Wash, Flying Ace Express Car Wash, Clean Express Auto Wash, Green Clean Express Auto Wash, and Bee Clean Express Car Wash.

Our swift, top-tier, eco-friendly car washes and unwavering focus on exceptional customer service have positioned us prominently in the United States and beyond. Additionally, our leading community relations initiatives proudly contribute hundreds of thousands of dollars annually through EWC CARES, our outreach programs, encompassing both monetary donations and complimentary car washes.

Why Choose Express Wash Concepts? We're not just a car wash; we're a company committed to fast, eco-friendly services, exceptional customer care, and giving back to our communities, all while providing ample opportunities for personal and career growth. Join Express Wash Concepts in our mission to make a difference through the power of clean.

Discover the benefits of joining Express Wash Concepts

• Competitive wages: Enjoy a compensation package reflecting your skills and dedication.
• Discretionary year-end bonus: Receive a year-end bonus based on exceptional performance.
• Unlimited Wash Club Membership: Keep your vehicle looking its best.
• Paid vacation: Take well-deserved breaks as outlined in our Employee Manual.
• Health care benefits: Medical, Vision, Dental, Company-Paid Life, Disability, Accident, Hospital Indemnity, Employee Assistance Program.
• HSA contribution: $1,000/year (with qualifying plan).
• Secure future: 401k with up to 4% company match.
• Educational reimbursement: Up to $5,250 annually to support ongoing learning and development.

Duties/Responsibilities:

The Senior Director of Unified Marketing Platform Architecture & CRM Systems will lead the strategy, governance, and optimization of our enterprise-wide Salesforce ecosystem, including Marketing Cloud, Service Cloud, Experience Cloud, and more. Reporting to the SVP of Marketing, this role drives customer data integration, automation, and cross-channel campaigns to deliver a personalized customer journey. This leader will collaborate across teams to ensure platform capabilities support scalable growth, retention, and an exceptional customer experience.

Salesforce Platform Strategy & Governance

• Oversee Salesforce Marketing Cloud, Service Cloud, Experience Cloud, and Data Cloud to ensure stability, performance, and continuous optimization
• Serve as the organization’s subject matter expert (SME) for all Salesforce environments and associated marketing technologies
• Lead CRM governance and enforce data hygiene, compliance, permissioning, and deliverability standards
• Define and execute customer segmentation strategies that drive lifecycle campaigns and loyalty activation
• Partner with IT and Operations teams to manage platform integrations, roadmap planning

Omnichannel Marketing & Campaign Enablement

• Architect and oversee omnichannel engagement strategies including email, SMS, app push, agentforce web chat, kiosk-based messaging and future enhancements
• Enable campaign automation through Salesforce Journey Builder, Automation Studio, and dynamic content tools
• Manage and measure pre-launch customer acquisition initiatives, referral programs, new customer activation journeys, personalized decline and inactive member campaigns, and retention initiatives
• Support data-driven testing, performance reporting, and campaign optimization

Customer Service & Experience Optimization

• Champion a connected customer experience across marketing and service touchpoints
• Enable real-time guest insights by integrating data flows between Service Cloud and marketing platforms
• Improve resolution time, personalization, and service team effectiveness through system enhancements

Analytics, Reporting & Optimization

• Build dashboards and performance scorecards to track customer behavior, campaign ROI, and CLTV
• Partner with marketing analytics and IT business partners to maintain data integrity and surface real-time decision-making tools
• Monitor platform adoption, conduct training, and refine internal processes to drive marketing team efficiency

Cross-Functional Collaboration

• Act as the unified marketing platform and CRM lead for stakeholder collaboration across Marketing, IT, Operations, Support, and Finance
• Lead strategic projects involving Martech governance, vendor management, budgeting, and license usage
• Ensure internal users are trained and supported in platform adoption across all departments
• Work with internal an external stakeholders to translate business requirements into scalable technical solutions.

Required Knowledge, Skills & Abilities:

• Strong knowledge of data modeling, segmentation dynamic content and journey orchestration
• Proven leadership experience across

Education and Experience:

• Bachelor’s degree in marketing, data analytics, computer science or related field.
• 8+ years of experience in CRM strategy, MarTech leadership or customer data management roles.
• 5+ years of demonstrable experience and certification in Salesforce Marketing Cloud, Service Cloud & Sales Cloud. Data Cloud and Agentforce experience a plus.
• Experience integrating MarTech with digital ecosystems (e.g. website, POS, kiosk, referral and loyalty platforms).
• Prior experience in multi-location retail or subscription based industries preferred.

Physical Requirements:

• Ability to sit extended periods.
• Ability to lift up to 30 pounds occasionally.
• Willingness to travel approximately 20% of the time.

ECW111

Express Wash Concepts provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, or genetics