Director of IT, Commercial Systems

Remote

561

At Batesville, you will be a part of a dynamic team committed to excellence and innovation. A recognized leader in the death care industry in North America, we are committed to our mission of helping families honor the lives of those they love®. We are currently seeking a Director of IT, Commercial Systems to join our team.

Your Role at Batesville:

As a Director of IT, Commercial Systems, you will be responsible for leading the technology strategy, implementation, and optimization for key commercial platforms, including CRM, Digital Marketing, eCommerce, and Call Center technologies. The role requires a deep understanding of how these systems drive business growth, improve customer experience, and enhance operational efficiency. The Director will work closely with Sales, Marketing, and Customer Experience teams to ensure that commercial technologies are aligned with business goals and deliver seamless, integrated experiences across digital and customer touchpoints. This role requires a strong balance of technology leadership, business acumen, and the ability to execute on digital transformation initiatives across multiple customer-facing platforms.

How You’ll be Rewarded: 

• Batesville is a family. You will be part of a family of highly committed associates who are passionate about our company, committed to our customers and excited about our future.
• Competitive pay
• IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
• Generous 401K Matching Program
• Paid time off
• Opportunities for development and advancement

What You’ll Do:

• Strategic Leadership & Planning:
• Lead the development and execution of the technology strategy for CRM, Digital Marketing, eCommerce, and Call Center systems, aligning with the overall business objectives.
• Drive digital transformation efforts by leveraging emerging technologies to enhance customer engagement, sales, and service capabilities.
• Collaborate with key business stakeholders (Sales, Marketing, Customer Service) to understand their requirements and translate them into effective technology solutions.
• CRM & Customer Experience Optimization:
• Oversee the implementation and management of CRM systems to improve customer relationship management, sales effectiveness, and data-driven decision-making.
• Ensure CRM solutions integrate seamlessly with other commercial systems to deliver a 360-degree view of the customer journey, from lead generation to post-purchase support.
• Digital Marketing & eCommerce Systems:
• Lead the technology efforts for digital marketing platforms (e.g., marketing automation tools, email marketing systems, and analytics) to improve customer acquisition and engagement.
• Oversee eCommerce platforms and technologies, ensuring seamless integration with other commercial systems, delivering a frictionless customer buying experience, and optimizing performance across web and mobile channels.
• Partner with marketing teams to leverage personalization, AI, and data analytics to enhance campaign effectiveness and customer targeting.
• Call Center & Technology Management:
• Ensure the Call Center technology stack is optimized for operational efficiency and customer service excellence, implementing tools like IVR, CTI, and CRM integrations to streamline workflows.
• Collaborate with Customer Service leadership to enhance the use of AI, automation, and omnichannel communication tools to improve agent productivity and customer satisfaction.
• Systems Integration & Architecture:
• Oversee the integration of commercial systems (CRM, eCommerce, Digital Marketing, and Call Center technologies) with internal platforms such as ERP, finance, and analytics tools to ensure data consistency and operational efficiency.
• Evaluate, select, and implement new technologies, ensuring the architecture supports scalability, flexibility, and business continuity.
• Team Leadership & Vendor Management:
• Lead, mentor, and develop a team of IT professionals and business analysts responsible for managing and supporting commercial systems.
• Manage relationships with external vendors, ensuring they deliver on project timelines, service-level agreements (SLAs), and performance goals.
• Project Management & Execution:
• Oversee the successful implementation of IT projects related to CRM, digital marketing, eCommerce, and call center technology, ensuring they are delivered on time and within budget.
• Use agile or other project management methodologies to drive iterative improvements, minimize risk, and ensure high-quality results.
• Performance Monitoring & Continuous Improvement:
• Implement KPIs and performance metrics to monitor system performance, usage, and business impact, ensuring continuous improvement and alignment with evolving business needs.
• Lead initiatives to improve system uptime, reduce downtime, and ensure that all commercial technologies are secure, reliable, and scalable.
• Cybersecurity & Compliance:
• Ensure all commercial systems comply with relevant data privacy laws and regulations (e.g., GDPR, CCPA), implementing best practices for security and data protection.
• Collaborate with the Information Security team to safeguard customer data and commercial system integrity from cyber threats.
• Other duties may be assigned.

What You’ll Bring:

• Bachelor’s degree (B.S./B.A.) or equivalent from a college or university in Information Technology, Computer Science, Business, or a related field; and a minimum of 8 years related IT leadership experience and/or training; or equivalent combination of education and experience with an emphasis in CRM, Digital marketing, eCommerce, and Call Center Technologies.
• Proven track record of implementing and optimizing commercial systems (e.g., Salesforce, Adobe Marketing Cloud, Shopify, Magento, Oracle CX).
• Strong project management skills with experience in leading cross-functional teams, managing multiple high-priority initiatives, and working with agile methodologies.
• Experience with systems integration, data management, and ensuring seamless customer experiences across digital and physical channels.
• Familiarity with cybersecurity and data privacy regulations (GDPR, CCPA) and best practices.
• Ability to lead teams, communicate effectively, and manage vendor relationships.
• Knowledge in managing CRM systems and enhancing customer experience.
• Leadership experience in eCommerce platforms and digital marketing technologies.
• Skills in optimizing call center technologies for better performance.

Nice To Haves:

• Expertise in developing and managing commercial systems strategies.
• Experience in integrating various systems and designing system architectures.
• Ability to collaborate across functions and lead diverse teams.

Physical Requirements: 

To perform this job successfully, the physical demands listed are representative of those that must be met by an employee. Reasonable accommodation(s) may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear. The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs. This job may require the employee to see with clarity at both near and far distances. 

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Join the Batesville family and apply today! 

Who We Are: 

A cornerstone in the death care industry, Batesville has distinguished itself from all others through our commitment to quality, service, and innovation. For more than 115 years, Batesville has been dedicated to serving the needs of licensed funeral professionals and helping families honor the lives of those they love.® With annual revenues of approximately $600 million, Batesville is a leader, providing a comprehensive portfolio of burial and cremation products, memorialization offerings, profit-enhancing merchandising systems and leading-edge technology solutions. 

At Batesville, our associates are our strongest asset. We strive to attract, hire, and develop the best and brightest to ensure our place in the future. Batesville has a strong culture of achievement, which is underpinned by these five core values:

• Individual worth and integrity
• Excellence in execution
• Spirit of continuous learning and improvement
• Courage
• Customer focus and partnership

What Sets Us Apart: 

Making a difference: Helping families honor the lives of those they love® isn’t just our mission. It’s why we do what we do every day to make every Batesville product the best it can be. 

Development is a priority: We promote learning and development from Day 1. From our Experience Batesville onboarding program to self-guided courses on Batesville University, there are numerous opportunities to advance your skills. We encourage associates to create Individual Development Plans (IDPs) to help drive career-focused discussions and advancement. 

Putting customers first: We value the funeral professional’s role in serving families and are committed to doing our part to ensure their success. 

We Have Fun! We work hard, but when it’s time to play, we get creative – and competitive. We provide numerous engagement activities to bring people together across the organization. 

We Give Back: We support our communities by assisting in fundraising events and volunteer programs to help those in need. *These services are not available at all Batesville locations.  

DISCLAIMER: The above information in this job description has been designed to indicate the general nature and level of work performed by the employee within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of any employee assigned to this job. Nothing in this job description restricts management’s right to assign duties and responsibilities to this job at any time.

At Batesville, we strive to build a diverse workforce through equal-opportunity employment that embraces and leverages the differences each individual has to offer. We are an Equal Employment Opportunity/ Affirmative Action Employer of minorities/females/disabled/veterans.