CRM & Digital Solutions Senior Manager

Description

We are looking for an experienced CRM leader to own and drive the organization's Salesforce ecosystem while overseeing key customer-facing digital platforms and integrations.

The primary focus of this role is the strategic ownership, governance, and continuous evolution of Salesforce (Sales Cloud & Service Cloud), ensuring alignment between business objectives, customer processes, and technology solutions. In addition, the role will oversee digital platforms that support customer engagement, eCommerce, websites, and digital customer journeys.

The position serves as a key bridge between Sales, Customer Service, Marketing, Operations, IT, and external technology partners, driving scalable business processes, platform adoption, and operational excellence across the organization.

Key Responsibilities

CRM (70%-80%)

• Own and lead the Salesforce platform (Sales Cloud & Service Cloud).
• Define and execute the CRM roadmap aligned with business strategy.
• Lead CRM Projects & implementation, governance, release management, integrations, data quality and user adoption.
• Manage Salesforce administrators, developers, analysts and external partners.
• Drive business process optimization across Sales, Service and Customer Experience functions.
• Manage integrations between Salesforce, ERP systems and other enterprise applications.
• Partner with business leaders to translate business needs into scalable CRM solutions.

Digital Platforms (20%-30%)

• Oversee customer-facing digital platforms including websites, customer portals and eCommerce solutions.
• Support digital initiatives related to Shopify, WordPress and similar platforms.
• Drive integration between CRM, digital platforms and marketing technologies.
• Improve customer journeys, lead generation flows and digital engagement processes.
• Support digital transformation initiatives across B2B and B2C customer touchpoints.

Requirements

• 7+ years of Salesforce experience.
• 3+ years of leadership experience managing teams.
• Salesforce Sales Cloud and Service Cloud ownership.
• Experience leading CRM strategy, governance and roadmap.
• Experience managing agile projects .
• Experience managing integrations with ERP and enterprise systems.
• Experience working in global organizations.
• Strong stakeholder management across Sales, Service, Marketing and Operations.

Advantage:

• Salesforce Certifications (Administrator, Advanced Administrator, App Builder, Sales Cloud, Service Cloud, Architect).
• Experience in manufacturing, industrial, medical device or telecommunications organizations.
• Experience with Shopify, WordPress or eCommerce platforms.
• Experience with SAP, Priority, Oracle or NetSuite.
• Experience leading AI and automation initiatives.