Head of CRM Competency Center

Division: Digital & AI, Technology & Operations

Reports To: Head of Digital & AI

Employment Type: Full-time

Overview

Our client is seeking an experienced Head of CRM Competency Center to lead the strategy, delivery, and governance of CRM capabilities across Merchant Services and Financial Services. This senior leadership role combines strategic vision with hands‑on delivery, overseeing Salesforce consolidation, legacy CRM management, and cross‑functional stakeholder engagement. The ideal candidate will influence executive leadership, drive CRM modernization, and lead a high‑performing international team.

Key Responsibilities

Strategic Vision & Architecture

• Define and own CRM target architecture, including Salesforce for sales, service, and partner management.
• Develop a strategy to rationalize multiple Salesforce instances into a scalable platform.
• Define roadmap for legacy platforms (Odoo), including migration or decommissioning.
• Assess market trends and AI-driven CRM capabilities for applicability.
• Communicate CRM value and investment priorities to executive stakeholders.

Delivery & Execution

• Lead the CRM Competency Center team to deliver roadmaps with quality and predictability.
• Ensure integration with commercial platforms, service workflows, and automation.
• Manage Salesforce as primary CRM and maintain continuity of legacy systems.
• Oversee delivery governance, manage dependencies, and mitigate risks.

Governance & Stakeholder Management

• Establish governance with Go-to-Market teams and Planning & Execution teams.
• Build trusted relationships with internal stakeholders across divisions and functions.
• Align CRM capabilities with strategic programs such as digital acceleration initiatives.

Budget & Roadmap

• Build and manage the annual CRM budget.
• Develop a stakeholder-validated roadmap with transparent prioritization.
• Manage vendor relationships, including Salesforce licensing and cost‑benefit analysis.
• Lead, develop, and scale a high‑performing CRM team across onshore and offshore locations.
• Foster a culture of collaboration, ownership, and continuous improvement.
• Role-model leadership principles: Client‑First Performance, Taking Charge, Leading Courageously, and Winning as a Team.

Required Qualifications & Experience

• 10+ years of experience in CRM strategy, delivery, or product management.
• Minimum 5 years in a leadership role.
• Deep expertise in Salesforce (Sales Cloud, Service Cloud; Revenue Cloud and Experience Cloud a plus).
• Experience managing legacy CRM/ERP platforms (Odoo or similar).
• Proven track record defining and executing CRM architecture in multi‑instance environments.
• Strong delivery management skills with cross‑functional team leadership.
• Experience influencing enterprise stakeholders, including executive‑level communication.
• Budget and vendor management experience.

Preferred Qualifications

• Experience in payments or financial services.
• Familiarity with Mulesoft, MDM solutions, or data integration patterns.
• Knowledge of AI/ML applications in CRM (e.g., Agentforce, Einstein).
• Salesforce certifications (e.g., Certified Technical Architect).
• Experience in matrixed, international organizations.
• Strategic thinking: Define vision and actionable plans.
• Stakeholder management: Build trust across diverse groups.
• Execution focus: Manage delivery with predictability and accountability.
• Collaboration: Foster shared purpose across teams.
• Resilience: Navigate ambiguity and change with composure.
• Communication: Articulate complex topics to technical and business audiences.