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:
1. Build strong relationships with business, product, change, technology, and operational stakeholders.
2. Establish a shared vision, objectives, success measures, and business outcomes for CRM transformation initiatives.
3. Act as a trusted advisor to clients and senior stakeholders on CRM transformation opportunities and delivery approaches.
4. Partner in shaping the CRM transformation roadmap, product vision, and backlog aligned to organisational priorities and business outcomes.
5. Provide expert guidance on Salesforce CRM capabilities, data strategy.
6. Define CRM product strategies and target operating models that support long-term transformation objectives.
7. Define Customer 360 and data management approaches to support unified customer experiences.
8. Lead change management activities to drive stakeholder buy-in, user adoption, and business readiness.
9. Ensure CRM capabilities support operational efficiency, improved customer outcomes, and enhanced colleague experiences.
10. Identify opportunities to leverage AI, automation, analytics, and emerging technologies to enhance customer and colleague experiences.
11. Ensure CRM solutions are scalable, secure, and aligned with enterprise architecture principles.
12. Ensure adherence to public sector standards (GDS), security requirements, regulatory obligations, and GDS principles.
13. Oversee end-to-end CRM transformation delivery, ensuring alignment with governance frameworks, budget, timelines, and strategic objectives.
14. Manage risks, dependencies, and stakeholder expectations across transformation programmes.
15. Lead, mentor, and grow a high-performing CRM and data team.
16. Support business development activities, proposals, effort estimations, and solution shaping.
Key Skills & Experience:
1. Proven experience as a senior CRM leader/Practice Lead/Architect within large-scale transformation programmes.
2. Hands on experience in Salesforce Service Cloud, Experience Cloud, Data Cloud/Data 360 and wider CRM ecosystems.
3. Strong understanding of Customer 360, case management, customer engagement, and citizen services.
4. Deep understanding of enterprise architecture, including CRM integrated with data platforms and AI ecosystems.
5. Experience across CRM, data platforms, AI, automation, Integration and digital transformation.
6. Hands on experience in delivering Salesforce transformation projects and worked on Service and Sales cloud and experience cloud
7. Proven ability to elicit, capture, analyse, and prioritise requirements to achieve business outcomes
8. Expertise in mapping and optimizing business processes.
9. Familiarity with Salesforce architecture and platform capabilities.
10. Deep understanding of Agile/Scrum methodologies; Scrum Master certification preferred.
11. Excellent stakeholder management and communication skills.
12. Experience owning program delivery from concept to deployment.
13. Experience in change management or training.
14. Experience in UK Public Sector and including case management and citizen services environments.
15. Expertise in CRM strategy, roadmap definition, and business process design.
16. Strong stakeholder management skills, with experience influencing senior client and executive stakeholders.
17. Knowledge of Agile/SAFe delivery models, and large-scale programme governance.
18. Understanding of GDS standards, security, and compliance requirements in public sector.
This is an excellent opportunity on a great project of work, If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.
LA International is an award-winning partner of choice for many of the world's most influential companies and government organisations. Holding Enhanced Government Security Accreditation, we are recognised as the European market leader in the delivery of Security Cleared talent to organisations that demand the very highest levels of security, compliance and assurance.
A multiple award-winning organisation, having secured the prestigious Queens Award for Enterprise: International Trade over consecutive years. We are committed to fostering an inclusive, equitable and accessible workplace where everyone feels valued and supported. 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.
Please Note: If a high volume of applications is received, only candidates shortlisted will be contacted.