- Company Name
- ClearBank
- Job Title
- CRM Manager (Salesforce)
- Job Description
-
Job Title: CRM Manager (Salesforce)
Role Summary:
Lead the development, optimization, and governance of the Salesforce platform across the organization, ensuring it delivers business growth, enhanced customer experience, and regulatory compliance. Manage a high‑performing CRM team, drive innovation through automation and analytics, and collaborate with senior stakeholders to embed Salesforce into core processes.
Expectations:
- Align CRM initiatives with group‑wide priorities and commercial objectives.
- Deliver measurable ROI, adoption, and data quality through governance and performance metrics.
- Ensure strict compliance with FCA, GDPR, and other regulatory standards.
- Champion a customer‑centric, data‑driven culture throughout the organization.
Key Responsibilities:
1. **Strategic Leadership** – Own CRM strategy, establish vision, and advise the Executive Committee on opportunities and risks.
2. **Enterprise Enablement** – Partner with senior leaders to prioritize initiatives, embed Salesforce into onboarding, servicing, risk, and compliance workflows.
3. **Platform Ownership & Innovation** – Oversee architecture, configuration, integration (Jitterbit, DocuSign), automation, AI, and analytics. Maintain scalability, security, and compliance.
4. **Governance & Performance** – Lead CRM governance forums, set roadmap, manage data quality, and track KPIs for effectiveness, adoption, and ROI. Implement change management and training programs.
5. **Team Leadership** – Build and manage a team of Salesforce architects, product managers, and analysts; drive product development and backlog prioritization.
Required Skills:
- Proven leadership in CRM strategy and Salesforce platform management within a regulated environment (banking/fintech).
- Deep technical knowledge of Salesforce (Apex, Lightning, Service Cloud, Experience Cloud).
- Experience with deployment tools (Gearset, Copado) and integrations.
- Strong stakeholder engagement, communication, and strategic thinking.
- Data‑driven mindset, customer‑centric focus, and change‑management proficiency.
Required Education & Certifications:
- Salesforce Certified Administrator (preferred), Advanced Administrator, Sales/Service Cloud Consultant.
- Minimum bachelor’s degree in Business, Information Technology, or related field.
- Experience in a regulated industry such as banking or fintech is essential.