JOB PURPOSESalary: 90,000-120,000 + Benefits
3 days per week in the London Office
Looking for a seasoned CRM Tech Lead to oversee and manage the sophisticated Salesforce platform, with a focus on Sales Cloud, Service Cloud, Commerce Cloud (B2C), and Agentforce.
As the CRM Tech Lead, you will be the primary technical authority responsible for the analysis, architecture, design, implementation, and ongoing support of scalable Force.com solutions, collaborating closely with our external partner network. You will take ownership of the technical solution and process design-including scenario planning, flow mapping, and customer journey development-alongside prototyping, configuration, testing, training, and defining end-user support protocols.
In this role, you will work hand-in-hand with the MarTech, Digital Products, Data, and Integrations Leads within the Technology Delivery team, as well as business stakeholders, to define innovative technology roadmaps that enable the organisation to meet its strategic goals.
The ideal candidate combines strong technical expertise with excellent communication skills, bridging the gap between technical teams and business stakeholders effectively.
KEY RESPONSIBILITIES
Lead Salesforce Strategy Execution: Drive the implementation of the Salesforce strategy aligned with business goals.
Stay Current with Salesforce Innovations: Keep up to date with Salesforce advancements to guide strategic enhancements.
Manage External Partners: Oversee and coordinate third-party contractors, including administrators and developers, as needed.
Mentor and Develop Team Members: Provide guidance and support to foster team growth and professional development.
Resource Planning: Collaborate with program managers to allocate resources effectively, balancing workload and priorities.
Lead Solution Design & Architecture: Direct the design and architecture of Salesforce solutions across multiple clouds (Sales, Service, Commerce, Agentforce).
Ensure Best Practices Compliance: Ensure solutions are scalable, secure, and aligned with industry standards.
Serve as Primary Salesforce Liaison: Act as the main contact for Salesforce initiatives and own the overall technical architecture.
Collaborate with Stakeholders: Engage with stakeholders to gather requirements and translate them into effective technology solutions.
Own Process and Solution Design: Lead scenario planning, flow mapping, customer journey design, prototyping, configuration, testing, training, and support procedures.
Drive Change Management: Facilitate successful adoption of Salesforce solutions across the organization.
Enforce Governance and Policies: Establish and maintain governance around Salesforce usage and data management.
Monitor Performance: Track system performance and user adoption, making improvements where necessary.
Manage Vendor Relationships: Coordinate with vendors, Salesforce reps, and managed service providers.
Maintain Documentation: Keep comprehensive records of system designs, processes, and protocols.
PERSON SPECIFICATION
Innovative: Proactively generates new ideas and challenges existing methods.
Adaptable: Adjusts working style to meet the needs of diverse business areas.
Collaborative: Builds strong relationships and works effectively within teams.
Results-Focused: Delivers high-quality outcomes and takes ownership of responsibilities.
Effective Communicator: Excels in both written and verbal communication.
Detail-Oriented: Maintains high accuracy and thoroughness.
Organized & Proactive: Self-driven with strong organizational skills.
Analytical: Solves complex problems through critical thinking.
Resilient: Demonstrates persistence in overcoming challenges.
Personable: Builds rapport across the organization with a positive demeanor.
Flexible: Willing to support tasks outside of regular duties as needed.
Multitasker: Capable of managing multiple priorities independently.
SKILLS AND EXPERIENCEEssential:
Extensive Salesforce experience across multiple clouds, including Sales Cloud, Service Cloud, and Commerce Cloud (B2C).
Solid knowledge of DevOps best practices and CI/CD automation, with hands-on experience using Copado for Salesforce release management.
Proven expertise in solution architecture and system integration.
Proficiency in Salesforce development, including Apex, Visualforce, triggers, batch processes, APIs, and web services.
Familiarity with coding standards, deployment workflows, integration, and security best practices.
Strong command of Salesforce declarative tools like Workflow, Flows, Process Builder, and App Builder.
Deep understanding of the Salesforce ecosystem and associated toolsets.
Excellent problem-solving and troubleshooting capabilities.
Strong customer-facing skills.
