Salesforce CRM Success Manager

This role sits at the heart of our Salesforce CRM evolution, offering hands‑on involvement in strategy, design, intelligence and day‑to‑day support across Underwriting and Distribution. The Salesforce CRM Success Manager provides high‑impact analytical, strategic and operational support to the Head of GTM Strategic Initiatives. Acting as a trusted advisor, problem‑solver, the role helps shape GTM Journey transformation priorities, supports day‑to‑day decision‑making and ensures CRM and digital initiatives deliver commercial outcomes.

You will work across business analysis, operating model design, insight generation, and cross‑functional coordination. Through this, you will help to ensure Salesforce becomes the trusted, consistent way of working across AXA XL and that GTM transformation is delivered with clarity, discipline and pace. This role is critical to the success of the GTM transformation and plays a pivotal role in ensuring CRM platform value is fully realized.

• Act as a partner in shaping GTM transformation priorities, sequencing, and operating model evolution.
• Provide direct support to the Head of GTM Strategic Initiatives as the connective tissue between business strategy, Regions and programme delivery.
• Coordinate across the Regional Product Owners, Digital Factory, Regions, and GTM leadership.
• Ensure strategy and execution remain aligned and business voice is consistently represented.
• Partner with Define & Design analysts to ensure transformation, journey design and business requirements remain aligned to strategy.
• Help to shape, build and own the adoption intelligence framework that measures CRM engagement, login maturity, usage patterns, data quality behaviours, workflow adherence, and pipeline rigour.
• Partner closely with Change Managers to design coaching strategies, communication plans, reinforcement cycles, and capability uplift activities.
• Work with Underwriting and Distribution leaders to identify the behavioural drivers of low adoption and propose targeted solutions.
• Coordinate onboarding and training of new hires using Salesforce CRM across AXA XL.
• Maintain clarity across regions and functions on decision rights, accountability, and execution progress.
• Identify risks, dependencies, and escalations early, providing structured options for resolution.
• Stay ahead of Salesforce updates and best practices, applying this to existing capability, guiding business users on how to leverage them, and ensuring the platform continues to deliver value.
• Take on reasonable additional tasks as required, showing flexibility, initiative, and ownership beyond the core remit.
• Demonstrate a willingness to step up, adapt, and contribute wherever the team needs support.

You will report to the Head of GTM Strategic Initiatives.

• Excellent written and verbal communication.
• Salesforce knowledge desirable.
• Background in business analysis, strategy, transformation.
• Excellent problem‑solving, structuring, and synthesis skills.
• Ability to prepare executive‑ready materials, narratives, and strategic insights.
• Interpersonal and influencing skills across business and technology.
• High comfort with ambiguity, fast‑paced environments, and managing multiple priorities.
• Team‑oriented with a collaborative mindset.
• Self‑starter and learner who takes the initiative to challenge the status quo.
• Passionate about technology and driving change through new solutions.
• Curious, proactive, and eager to grow beyond administrative tasks.

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity, and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential.

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do. We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

At AXA XL, Sustainability is integral to our business strategy. Our 2023‑26 Sustainability strategy, called “Roots of resilience”, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid‑sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.