- Company Name
- SoTalent
- Job Title
- Head of CRM
- Job Description
-
**Job Title:** Head of CRM
**Role Summary:**
Strategic leader responsible for designing, implementing, and operating an omnichannel CRM strategy on Salesforce (Sales Cloud & Marketing Cloud). Leverages AI-driven marketing tools to enhance personalization, automation, and performance while ensuring data governance and regulatory compliance. Reports to the CMO and oversees a cross‑functional team and external vendors.
**Expectations:**
- Define and execute a unified CRM vision aligned with business objectives.
- Deliver measurable improvements in customer conversion, engagement, churn reduction, and NPS.
- Maintain high data quality and GDPR compliance across all CRM activities.
- Provide strong leadership, fostering collaboration among marketing, sales, tech, and data teams.
**Key Responsibilities:**
- Develop and communicate the omnichannel CRM strategy (Sales Cloud + Marketing Cloud).
- Design, build, and optimize automated customer journeys (email, SMS, WhatsApp, push, call).
- Own the Salesforce roadmap: architecture, integrations, data governance, and AI feature adoption (Einstein, GPT).
- Create and maintain CRM performance dashboards; define KPIs, SLAs, and service standards.
- Institutionalize A/B testing frameworks and predictive scoring models.
- Lead a team of 4‑5 CRM, data, and commercial‑animation professionals.
- Coordinate campaign execution with marketing, sales, and content teams.
- Manage CRM/MarTech vendors and integration partners.
- Act as the internal champion for CRM and AI best practices.
**Required Skills:**
- Deep expertise in Salesforce Sales Cloud and Marketing Cloud (implementation, automation, integration, reporting).
- Proven experience with AI/ML marketing tools (predictive segmentation, scoring, ChatGPT/Einstien integration).
- Strong analytical ability to build dashboards, interpret metrics, and drive data‑based decisions.
- Excellent leadership and people‑management skills.
- Project management and roadmap planning competence.
- Knowledge of GDPR and data‑privacy regulations.
- Effective communication and stakeholder‑management across marketing, sales, and technology functions.
**Required Education & Certifications:**
- Master’s degree (or equivalent) in Digital Marketing, Data Science, Engineering, or related field.
- 8–12 years of large‑scale CRM experience (≥1 M contacts), with at least 5 years on Salesforce.
- Relevant Salesforce certifications (e.g., Salesforce Administrator, Marketing Cloud Consultant, Einstein Analytics) preferred.