Salesforce Head

Key Responsibilities:

• Own and drive the CRM vision, strategy, and roadmap aligned with overall business goals and customer engagement objectives.
• Lead the end-to-end implementation of Salesforce CRM, ensuring strong alignment between business priorities, customer experience, and technology initiatives.
• Act as the primary system owner and governance lead for Salesforce CRM, ensuring maximum business value, user adoption, and continuous improvement.
• Collaborate with executive leadership, Customer Service & Relationship, Marketing, Digital, and Operations teams to drive customer-centric transformation and engagement initiatives.
• Establish governance frameworks, standards, and best practices for CRM implementation, data quality, customer insights, and process optimization.
• Lead vendor and partner management, including Salesforce consultants, system integrators, and loyalty solution providers, ensuring quality delivery and strategic alignment.
• Drive continuous innovation in areas such as omnichannel engagement, customer journey orchestration, personalization, and loyalty program enhancements.
• Define and oversee the integration strategy across CRM, POS systems, mobile applications, and other customer touchpoints to enable a unified customer view.
• Experience in change management, training, communication, and user adoption across the organization to maximize CRM utilization and business impact.

Qualifications:

• Bachelor’s degree in information technology, Business, or related field.
• 6+ years of experience in CRM or customer engagement platforms, with strong exposure to Salesforce environments.
• Proven experience in leading CRM transformation programs from business side.
• Strong understanding of customer lifecycle, loyalty, and digital engagement strategies.
• Experience in managing vendors, system integrators, and cross-functional stakeholders.
• Background in QSR, retail, or digital customer engagement is highly preferred.

Skills & Competencies:

• Strategic thinking and business-driven mindset.
• Strong leadership and stakeholder management capabilities.
• Ability to translate business vision into scalable CRM programs.
• Data-driven decision making and customer analytics awareness.
• Excellent communication and influence across executive and operational levels.
• Strong governance, program management, and prioritization skills.
• Focus on innovation, customer experience, and digital transformation.