CRM Lead
Lead the Salesforce CRM strategy and roadmap with deep ownership of Service Cloud architecture, AI/chatbot initiatives, omnichannel experiences, and cross-functional programs across Product, Engineering, and Operations. Requires 10+ years CRM leadership focused on scalable customer support transformation.
About the job
Lead CRM Strategy
- Define and drive the overall CRM roadmap aligned with business growth and customer support transformation
- Serve as the primary CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams
- Balance strategic vision with hands-on execution in a fast-paced environment
Architect & Scale Service Cloud
- Lead the design and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks
- Design scalable support operations that enable high-volume, mission-critical environments
- Implement intelligent routing, automation, and service performance analytics
- Drive improvements in agent productivity, workflows, and tooling
Own AI, Chatbot & Automation Initiatives
- Lead the strategy and implementation of chatbot and conversational AI platforms
- Drive AI-powered use cases including self-service, contact deflection, agent assist, and workflow automation
- Partner with AI/ML and data teams to embed intelligence into CRM workflows
- Define and track success metrics such as automation rate, deflection, CSAT, and resolution time
Drive Omnichannel Customer Experience
- Build and scale seamless customer journeys across channels (chat, mobile app, email, voice)
- Ensure consistent and unified customer experience across all touch points
- Enable a 360° customer view by leveraging Data Cloud and integrated systems
Integration & Platform Connectivity
- Oversee integration strategy leveraging APIs and MuleSoft to connect CRM with internal and external systems
- Ensure strong alignment across Service Cloud, Data Cloud, Marketing systems, and operational platforms
- Define data governance and integration patterns to support scalability and reliability
Drive Cross-Functional Programs
- Lead complex, multi-workstream CRM initiatives across business and technical teams
- Establish governance frameworks, prioritization, and execution discipline
- Operate as a key partner to Product and Engineering in delivering AI-driven CRM capabilities
- Scale processes and systems to support long-term operational excellence
Qualifications
- 10+ years driving Salesforce CRM evolution with strong focus on Service Cloud and customer support
- Proven experience designing scalable service operations including Case Management, Omni-Channel, Knowledge, and Digital Engagement
- Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems
- Strong understanding of end-to-end customer journeys and multi-channel support environments
- Experience working with APIs, integrations, and data platforms to enable connected CRM ecosystems
- Ability to define strategy while driving execution across cross-functional teams
Bonus Qualifications
- Experience with predictive support, intelligent routing, and agent assist capabilities
- Familiarity with Data Cloud, Marketing Cloud, and MuleSoft integrations
- Experience scaling support operations in fast-paced, high-volume environments
- Track record of driving large-scale CRM or customer experience transformations
Skills
Salesforce, Service Cloud, Omni-Channel, Case Management, Knowledge Management, Digital Engagement, Mulesoft, Data Cloud, Marketing Cloud, Conversational AI, Chatbots, APIs, AI/ML, Intelligent Routing
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