- Company Name
- LHH
- Job Title
- Head of CRM (h/f)
- Job Description
-
Job title: Head of CRM (H/F)
Role Summary: Lead the design, implementation, and daily operation of an omnichannel CRM strategy on Salesforce for a large organization (>1 M contacts). Drive AI‑powered segmentation, scoring, personalization, and automation across Sales Cloud and Marketing Cloud, coordinating with marketing, sales, and technical teams.
Expectations:
- Build a scalable Salesforce stack, integrating data, automation, and AI features (Einstein, GPT).
- Maintain high data quality, hygiene, and GDPR compliance.
- Deliver actionable dashboards (conversion, engagement, LTV, churn, NPS).
- Industrialize A/B testing and scoring models.
- Manage a team of 4‑5 specialists and external vendors, ensuring on‑time campaign delivery.
Key Responsibilities:
1. Define CRM vision and governance aligned with CMO objectives.
2. Architect Salesforce Sales Cloud + Marketing Cloud, including integrations and data model.
3. Design and orchestrate automated journeys (email, SMS, WhatsApp, push, calls).
4. Implement Einstein and GPT functionalities for personalization and performance.
5. Create and maintain dashboards, SLA/KPI tracking, and reporting.
6. Lead A/B testing, segmentation, and predictive scoring initiatives.
7. Ensure data quality, tracking, and compliance (RGPD).
8. Lead a 4‑5 member team (commercial, project managers, data/tech).
9. Coordinate delivery with marketing, sales, and content teams.
10. Manage external CRM/MarTech partners (agencies, integrators).
11. Champion CRM/AI best practices across the organization.
Required Skills:
- Deep expertise in Salesforce Sales Cloud, Marketing Cloud, Einstein, GPT integration.
- CRM architecture, automation, integration, reporting, and data governance.
- AI marketing technologies (predictive scoring, recommendation, ChatGPT for Salesforce).
- Project management, Agile methodologies, vendor management.
- Strong business acumen, leadership, and hands‑on execution capability.
Required Education & Certifications:
- Master’s or Bachelor + 5 in Digital Marketing, Data Analytics, or Engineering.
- 8–12 years’ experience managing large‑scale CRM (>1 M contacts).
- Minimum 5 years on Salesforce (Sales Cloud + Marketing Cloud).
- Salesforce certifications preferred (Platform Enterprise Architect, Marketing Cloud Certified, Einstein Analytics).