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