As the CRM Support Team Leader, you will lead the CRM CC – Digital and AI team BAU support desk. You will be responsible for overseeing a team of specialists in an international environment, ensuring the stability of our Salesforce platform while fostering a culture of continuous improvement and technical excellence.
YOUR RESPONSIBILITIES:
- Team Leadership: Lead, mentor, and coach a team of CRM Support Specialists, conducting regular performance reviews and fostering professional growth.
- Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards.
- Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency.
- Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers and global stakeholders for resolution.
- Strategy & Reporting: Define Key Performance Indicators (KPIs) for the support team and provide regular reports to senior management on system health and team performance.
- Stakeholder Collaboration: Work closely with Marketing and Sales leadership to align CRM support activities with broader business objectives.
- Resource Planning: Manage team capacity, shift planning, and task delegation to ensure European coverage as required.
- Quality Assurance: Audit system changes and documentation to ensure compliance with internal governance and data security standards.
YOUR PROFILE:
- Experience: Proven experience in a Lead or Senior CRM Support role, specifically within the Salesforce ecosystem.
- Technical Expertise: Advanced knowledge of Salesforce Administration; familiarity with DevOps tools (GitHub) and agile methodologies.
- Leadership Skills: Natural ability to motivate a team, manage conflict, and lead by example in a high-pressure environment.
- Strategic Thinking: Strong analytical skills with the ability to transform support data into actionable system improvements.
- Communication: Exceptional English communication skills, with the ability to translate technical concepts for non-technical business leaders.
- Soft Skills: High emotional intelligence, negotiation skills, and a "people-first" approach to management.
- Proactive Mindset: A drive to stay ahead of Salesforce releases and industry trends to keep the team’s skill set modern.
