CRM Lead – Service Cloud, AI & Omnichannel

We are seeking an experienced and strategic CRM Lead with 10+ years of experience to drive the evolution of our Salesforce ecosystem across Service Cloud, AI-driven customer support, and omnichannel engagement.

This role will serve as the CRM leader with strong depth in Service Cloud and ownership of AI/chatbot initiatives, while providing cross-functional leadership across Product, Engineering, Operations, and Data teams. You will shape CRM strategy, build scalable systems in a fast-evolving environment, and lead complex initiatives that transform customer support through automation and intelligence.

In this role, you will:

• Lead CRM Strategy
• Define and drive the overall CRM roadmap aligned with business growth and customer support transformation
• Serve as the primary CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams
• Balance strategic vision with hands-on execution in a fast-paced environment
• Architect & Scale Service Cloud (Core Focus)
• Lead the design and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks
• Design scalable support operations that enable high-volume, mission-critical environments
• Implement intelligent routing, automation, and service performance analytics
• Drive improvements in agent productivity, workflows, and tooling
• Own AI, Chatbot & Automation Initiatives
• Lead the strategy and implementation of chatbot and conversational AI platforms
• Drive AI-powered use cases including self-service, contact deflection, agent assist, and workflow automation
• Partner with AI/ML and data teams to embed intelligence into CRM workflows
• Define and track success metrics such as automation rate, deflection, CSAT, and resolution time
• Drive Omnichannel Customer Experience
• Build and scale seamless customer journeys across channels (chat, mobile app, email, voice)
• Ensure consistent and unified customer experience across all touch points
• Enable a 360° customer view by leveraging Data Cloud and integrated systems
• Integration & Platform Connectivity
• Oversee integration strategy leveraging APIs and MuleSoft to connect CRM with internal and external systems
• Ensure strong alignment across Service Cloud, Data Cloud, Marketing systems, and operational platforms
• Define data governance and integration patterns to support scalability and reliability
• Drive Cross-Functional Programs
• Lead complex, multi-workstream CRM initiatives across business and technical teams
• Establish governance frameworks, prioritization, and execution discipline
• Operate as a key partner to Product and Engineering in delivering AI-driven CRM capabilities
• Scale processes and systems to support long-term operational excellence

Qualifications:

• Extensive CRM Leadership Experience: 10+ years of experience driving Salesforce CRM evolution with a strong focus on Service Cloud and customer support
• Deep Service Cloud Expertise: Proven experience designing scalable service operations including Case Management, Omni-Channel, Knowledge, and Digital Engagement
• AI & Chatbot Experience: Hands-on experience implementing chatbot platforms, conversational AI, or self-service solutions within CRM ecosystems
• Omnichannel & Customer Experience: Strong understanding of end-to-end customer journeys and multi-channel support environments
• Integration & Technical Acumen: Experience working with APIs, integrations, and data platforms to enable connected CRM ecosystems
• Strategic & Execution Leadership: Ability to define strategy while driving execution across cross-functional teams

Bonus Qualifications:

• Advanced AI/Automation: Experience with predictive support, intelligent routing, and agent assist capabilities
• Salesforce Ecosystem Depth: Familiarity with Data Cloud, Marketing Cloud, and MuleSoft integrations
• High-Growth Environment: Experience in scaling support operations in fast-paced, high-volume environments
• Enterprise Transformation: Track record of driving large-scale CRM or customer experience transformations