At a Glance
- Tasks: Lead transformative CRM initiatives for public sector clients using Salesforce and AI technologies.
- Company: Join a forward-thinking company dedicated to impactful CRM solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with potential for significant career advancement and mentorship.
- Why this job: Shape the future of CRM while making a real difference in public services.
- Qualifications: Proven CRM leadership experience and expertise in Salesforce and data strategies.
The predicted salary is between 63000 - 77000 £ per year.
As a CRM Transformation Lead – Product and Change, you will play a pivotal role in shaping and delivering CRM-led transformation across public sector clients.
You will act as a strategic advisor, combining deep CRM expertise with data and AI capabilities to define propositions, influence senior stakeholders, and lead complex programmes.
This role provides exposure to large-scale, mission-critical CRM transformation initiatives, leveraging Salesforce, integrated data ecosystems, integration with CCaa S, contact centre technologies and emerging AI technologies.
You will support solution, architecture and delivery, driving thought leadership, shaping, and ensuring successful implementation outcomes.
About the Role
- Build strong relationships with business, product, change, technology, and operational stakeholders.
- Establish a shared vision, objectives, success measures, and business outcomes for CRM transformation initiatives.
- Act as a trusted advisor to clients and senior stakeholders on CRM transformation opportunities and delivery approaches.
- Partner in shaping the CRM transformation roadmap, product vision, and backlog aligned to organisational priorities and business outcomes.
- Provide expert guidance on Salesforce CRM capabilities, data strategy.
- Define CRM product strategies and target operating models that support long-term transformation objectives.
- Define Customer 360 and data management approaches to support unified customer experiences.
- Lead change management activities to drive stakeholder buy-in, user adoption, and business readiness.
- Ensure CRM capabilities support operational efficiency, improved customer outcomes, and enhanced colleague experiences.
- Identify opportunities to leverage AI, automation, analytics, and emerging technologies to enhance customer and colleague experiences.
- Ensure CRM solutions are scalable, secure, and aligned with enterprise architecture principles.
- Ensure adherence to public sector standards (GDS), security requirements, regulatory obligations, and GDS principles.
- Oversee end-to-end CRM transformation delivery, ensuring alignment with governance frameworks, budget, timelines, and strategic objectives.
- Manage risks, dependencies, and stakeholder expectations across transformation programmes.
- Lead, mentor, and grow a high-performing CRM and data team.
- Support business development activities, proposals, effort estimations, and solution shaping.
Qualifications
- Proven experience as a senior CRM leader / Practice Lead / Architect within large-scale transformation programmes.
- Hands on experience in Salesforce Service Cloud, Experience Cloud, Data Cloud/Data 360 and wider CRM ecosystems.
- Strong understanding of Customer 360, case management, customer engagement, and citizen services.
- Deep understanding of enterprise architecture, including CRM integrated with data platforms and AI ecosystems.
- Experience across CRM, data platforms, AI, automation, Integration and digital transformation.
- Hands on experience in delivering Salesforce transformation projects and worked on Service and Sales cloud and experience cloud.
- Proven ability to elicit, capture, analyse, and prioritise requirements to achieve business outcomes.
- Expertise in mapping and optimizing business processes.
- Familiarity with Salesforce architecture and platform capabilities.
- Deep understanding of Agile/Scrum methodologies; Scrum Master certification preferred.
- Excellent stakeholder management and communication skills.
- Experience owning program delivery from concept to deployment.
- Experience in change management or training.
- Experience in UK Public Sector and, including case management and citizen services environments.
- Expertise in CRM strategy, roadmap definition, and business process design.
- Strong stakeholder management skills, with experience influencing senior client and executive stakeholders.
- Knowledge of Agile / SAFe delivery models, and large-scale programme governance.
- Understanding of GDS standards, security, and compliance requirements in public sector.
- Required Skills
- Experience with customer service modules and contact centre transformation.
- Hands-on familiarity with Business rule engine, documentation management integrations, automation, and workflow design.
- Knowledge of data platforms, Dataverse, and data governance frameworks.
- Exposure to AI/Gen AI use cases in CRM, including Copilot and predictive analytics.
- Relevant certifications in one of the CRM platforms (preferably Salesforce).
- Experience working with multi-vendor delivery environments and SI ecosystems.
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Salesforce CRM Transformation Leader – Product and Change employer: Gazelle Global
Join a leading organisation at the forefront of cyber security transformation in London, where you will play a pivotal role in delivering critical initiatives. Our collaborative work culture fosters innovation and growth, offering ample opportunities for professional development and advancement within a dynamic environment. With competitive rates and a commitment to employee well-being, we ensure that our team members thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Salesforce CRM Transformation Leader – Product and Change
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gazelle Global. 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 Gazelle Global 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 Salesforce CRM Transformation Leader – Product and Change
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 Gazelle Global:Your cover letter is your chance to shine! Tell us why you want to work at Gazelle Global 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 Gazelle Global!
How to prepare for a job interview at Gazelle Global
✨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.
