At a Glance
- Tasks: Lead transformative CRM projects using Salesforce to enhance customer experiences and business performance.
- Company: Join a global leader in digital transformation, working with top brands.
- Benefits: Hybrid work model, competitive pay, and opportunities for professional growth.
- Other info: Dynamic role with potential for significant career advancement.
- Why this job: Make a real impact by driving innovation and collaboration in CRM transformation.
- Qualifications: Experience in CRM transformation and Salesforce solutions is essential.
The predicted salary is between 70000 - 85000 £ per year.
Position: CRM Transformation Lead - Salesforce
Employment Type: Contract
Start: ASAP (August/September 2026)
Duration: 6 Months
Location: London, UK (Hybrid - 2 days p/w office)
Language(s): English
Focus on SAP is a specialist SAP and ERP Recruitment organisation offering both permanent and contract staffing solutions on a global scale. Client – Partnered with a global leader in digital transformation and IT services, working with some of the world’s biggest brands. Their mission is not only to deliver cutting-edge technology but also to empower organisations to create meaningful impact for the people and communities they serve. For you, this means working on challenging projects that demand innovation, collaboration, and thought leadership.
Role – We are seeking an experienced CRM Transformation Lead to lead enterprise-scale CRM transformation programmes, combining strategic product leadership, business change, customer experience and technology delivery. You will define CRM strategy, shape transformation roadmaps, engage senior stakeholders and lead the successful delivery of complex digital transformation initiatives. Working across business, product, technology and architecture teams, you will implement modern CRM capabilities that improve customer outcomes, operational efficiency and organisational performance.
Key Responsibilities
- Lead end-to-end CRM transformation programmes, ensuring alignment with business strategy, governance, budgets, timelines and delivery objectives.
- Define CRM strategy, product vision, transformation roadmaps and target operating models to enhance customer experience and business performance.
- Build trusted relationships with senior stakeholders, acting as a strategic advisor across business, product, technology and operations.
- Lead CRM product management activities, including requirements gathering, backlog prioritisation and translating business needs into scalable solutions.
- Provide expertise across Salesforce and enterprise CRM, integrating Customer 360, data platforms, AI, automation and Contact Centre (CCaaS) technologies.
- Drive change management, business readiness and user adoption to maximise transformation success and long-term value.
- Ensure CRM solutions are secure, scalable and aligned with enterprise architecture, governance and industry best practice.
- Lead cross-functional delivery teams, managing programme risks, dependencies and stakeholder expectations.
- Identify opportunities to leverage AI, analytics and emerging technologies to improve customer and colleague experiences.
- Support solution shaping, proposals, pre-sales activities and thought leadership.
Key Skills
- Proven experience as a CRM Transformation Lead, Salesforce Solution Architect, CRM Programme Manager, CRM Practice Lead or Enterprise Architect, delivering enterprise CRM and digital transformation programmes.
- Hands-on experience with Salesforce Service Cloud, Experience Cloud, Data Cloud (Customer 360) and wider Salesforce CRM solutions.
- Strong expertise in CRM strategy, product management, target operating models, transformation roadmaps and business process optimisation.
- Deep understanding of enterprise architecture, integrating CRM with data platforms, AI, automation, APIs and Contact Centre (CCaaS) technologies.
- Experience gathering and prioritising requirements, managing product backlogs and delivering scalable, user-focused CRM solutions.
- Strong knowledge of Agile, Scrum or SAFe, with experience managing governance, budgets, risks and multi-disciplinary delivery teams.
- Excellent stakeholder management skills with the ability to influence senior executives, business leaders, product owners and technology teams.
- Experience leading organisational change, business readiness and user adoption across large transformation programmes.
- Strong understanding of CRM architecture, Customer 360, data governance, security and compliance, with experience leveraging AI and analytics to improve customer experience.
- Experience supporting solution design, RFPs, proposals and business development.
- Experience within Public Sector, Government, Healthcare or other highly regulated environments is highly desirable.
Applicants must be UK residents with a valid right to work in the UK.
CRM Transformation Lead - Salesforce employer: Focus on SAP
Focus on SAP is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration. With a strong emphasis on employee growth, we provide extensive training opportunities and support for career advancement, all while enjoying the vibrant culture of North West England. Our hybrid work model ensures a healthy work-life balance, making it an ideal place for professionals seeking meaningful and rewarding employment in the SAP domain.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Transformation Lead - Salesforce
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Focus on SAP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Focus on SAP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Transformation Lead - Salesforce
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Focus on SAP:Your cover letter is your chance to shine! Tell us why you want to work at Focus on SAP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Focus on SAP!
How to prepare for a job interview at Focus on SAP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
