At a Glance
- Tasks: Lead CRM transformation initiatives and build strong relationships with stakeholders.
- Company: Join a world-leading organisation focused on innovation and support.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Inclusive environment welcoming diverse applicants and offering career development.
- Why this job: Make a real impact in transforming customer experiences with cutting-edge technology.
- Qualifications: Proven experience in CRM leadership and Salesforce ecosystems.
The predicted salary is between 58349 - 71315 £ per year.
- CRM Transformation Lead - Product and Change
- 6 Month contract initially + Extensions
Based: Hybrid; 2 days p/w Onsite in London.
Rate - £Market rates p/d via Umbrella
We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed.
A progressive organisation where you can really make a difference.
We have a great opportunity for a CRM Transformation Lead - Product and Change on a long term program of work.
Key Responsibilities
- 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.
- Key Skills & Experience
- 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.
We welcome applications from all individuals, regardless of background or identity, and we encourage candidates who may not meet every listed requirement to still apply.
If you require any adjustments or support during the recruitment process, please let us know and we will work with you to ensure a fair and accessible experience.
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CRM Transformation Lead - Product and Change in London employer: LA International
LA International is an excellent employer that fosters a collaborative and innovative work culture, making it an ideal place for Senior Amazon Connect Engineers to thrive. With a focus on employee growth and development, the company offers opportunities for skill enhancement and career progression, all while working in a hybrid environment that promotes work-life balance. Located in a vibrant area, employees benefit from a dynamic atmosphere that encourages creativity and teamwork, ensuring a rewarding and meaningful employment experience.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Transformation Lead - Product and Change in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like LA International.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like LA International. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace CRM Transformation Lead - Product and Change in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to LA International.
How to prepare for a job interview at LA International
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in LA International's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services LA International offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
