Head of CRM (f/m/d)

The Head of CRM is a pivotal role responsible for leading and managing the organization's Customer Relationship Management (CRM) strategy and operations. You will be responsible for transforming our Salesforce CRM platform to enhance customer engagement and drive sales growth. You will collaborate with key leaders across various functions to evaluate and improve our commercial and customer processes, ensuring that our CRM system aligns with business objectives and deeply integrates with our products and services. This position oversees four specialized teams and acts as a key technology partner to the business, optimizing CRM applications to drive process efficiency and business results in an automated way.

Major Accountabilities & Responsibilities

• Strategic Leadership and Management
  • Lead 30 people in 4 teams to run Awin’s CRM (Salesforce) platform and related applications globally ensuring their fast and efficient delivery.
  • Develop and implement comprehensive CRM strategies aligned with the ARR business model, striving for a high degree of automation and unleashing the potential of AI.
  • Own the CRM roadmap and manage budgets, continuously review for cost efficiency and ensure resource allocation for CRM initiatives.
  • Act as the most senior domain architect, proactively identifying optimization potential and delegating execution effectively.
  • Motivate change in the organization, lead the team to deliver highest quality results and foster a culture of innovation and continuous improvement.
  • Consistently meet and exceed performance KPIs and sales targets through proactive engagement, strategic planning, and effective execution.
• Technology Partnership and Innovation
  • Position the team to become a strong technology partner for customer-facing departments using Salesforce.
  • Decide on the best solutions for business capabilities and requirements in close alignment with technology leadership.
  • Oversee the implementation and optimization of Salesforce Configure, Price, Quote (CPQ) as a backbone for the ARR subscription model.
  • Double down on our sales & service cloud solutions and work towards a high degree of process and agent automation.
  • Ensure the automated integration of CRM with the Awin platform and relevant enterprise systems.
  • Align priorities and solution design with technical stakeholders (e.g. Product, Engineering).
  • Proactively review the application landscape end-to-end to identify and address operational, financial, technological opportunities and risks.
• CRM Platform Adoption
  • Develop strategies to enhance user experience and drive significant CRM adoption across the organization.
  • Ensure the efficient operation of CRM systems for data collection, reporting, and analytics in close collaboration with BI and Product teams to unlock further opportunities.
  • Provide excellent customer service, marketing automation and sales processes.
  • Handle all required service providers and ensure Service Level Agreements (SLAs) are met.

Requirements

• 8+ years of experience in CRM management, with at least 5 years in a leadership role.
• Extensive technical knowledge of Salesforce ecosystem, including Service Cloud, Marketing Cloud, Sales Cloud, CPQ, Revenue Cloud, Data Cloud and more.
• Strong understanding of ARR business models and CPQ implementation.
• Proven track record in managing complex CRM projects and driving digital transformation and platform adoption initiatives.
• Strong Marketing, Sales and business process understanding.
• Online Marketing industry experience is preferred.
• Excellent leadership, communication, and problem-solving skills.
• Confident managing expectations and influencing senior leadership up to board level.

Our Offer

• Flexi-Week and Work-Life Balance: We prioritise your mental health and well-being, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves as well as volunteer days.
• Remote Working Allowance: You will receive a monthly allowance to cover part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
• Pension: Awin offers access to an additional pension insurance to all employees in Germany.
• Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions.
• Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development.
• Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.

Established in 2000, Awin is proud of our dynamic, social and inclusive culture. Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities. Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know. Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.