Associate Director, CRM Operations

This job is with Fitch Group, an inclusive employer and a member of my Gwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in‑depth views on credit markets/risk and individual credits, ESG, developed and emerging markets, and industry sectors. Fitch Solutions is part of Fitch Group, a global leader in financial information services with operations in over 30 countries.

Fitch Group is owned by Hearst.

Step into a role on the Fitch Solutions Commercial Team, where your talent for fostering client relationships meets unparalleled opportunities for professional development and visibility in the financial market intelligence space. Joining us means immersing yourself in a dynamic, fast‑paced environment, supported by the strong foundation of a leading financial services group. Our diverse portfolio of powerful brands and products showcases our commitment to collaboration and innovation, proving that we are stronger together.

With numerous opportunities for growth and a culture that celebrates every success, the Fitch Solutions Commercial Team is where your career can thrive and you can make a meaningful impact.

Fitch Solutions is currently seeking a Commercial Platforms Associate Director based out of our New York office.

The Commercial Platforms Associate Director will partner with business stakeholders and technical teams to identify, analyze, and deliver improvements to our Salesforce platform. This role translates business needs into clear, actionable requirements, prioritises enhancement requests, and ensures solutions are designed and implemented to drive user adoption, data quality, and measurable business outcomes.

• Intake and triage enhancement requests
• Manage the intake process via the backlog tool Jira
• Clarify business value, scope, dependencies and urgency; define acceptance criteria
• Requirements and process analysis:
  Conduct discovery sessions, interviews and workshops with business stakeholders
• Document current‑state and future‑state process flows, user stories and use cases
• Propose Salesforce‑native solutions before considering custom development
• Testing and quality assurance
• Change management and enablement:
  Create user guides and training materials; deliver demos and training sessions as needed
• Support go‑live activities and post‑release adoption monitoring as needed
• Governance and compliance:
  Adhere to SDLC, change control and environment management (dev/sandbox/prod)
• Ensure enhancements meet security, privacy and regulatory standards

• 3–5+ years as a Business Analyst or Product Analyst, with at least 2+ years working directly on Salesforce enhancements
• Hands‑on experience with Salesforce Sales Cloud and/or Service Cloud is a plus
• Familiarity of the end‑to‑end commercial workflows (lead creation → qualification → opportunity → closed won → renewal) with sales and marketing
• Familiarity with Salesforce configuration concepts
• Experience with Agile/Scrum, user story writing, acceptance criteria and backlog management tools
• Excellent communication, facilitation and stakeholder management skills
• Analytical mindset with strong problem‑solving and prioritisation abilities

• Business acumen and user empathy
• Structured requirements gathering and documentation
• Cross‑functional collaboration
• Detail orientation with a focus on outcomes
• Adaptability in a fast‑paced environment

• Hybrid Work Environment: 2 to 3 days a week in office required based on your line of business and location
• A Culture of Learning & Mobility:
  Dedicated training, leadership development and mentorship programs designed to ensure your time at Fitch is a continuous learning opportunity
• Investing in Your Future:
  Retirement planning, financial wellness and tuition reimbursement programmes that empower you to achieve your short‑ and long‑term goals
• Promoting…