.Purpose of Position: The Global Business Operations team drives the implementation and adoption of the CRM platform at Awin for customer-facing teams, empowering them to be more efficient and to provide better services for Awin clients. The Head of CRM Development is an essential part of Awin's Global Business Operations team reporting to the Head of Global Business Operations. As the Head of CRM Development, you will be Awin's Salesforce system owner and lead a team of 6 CRM Specialists, Developers, and Architects. You also have a CRM Development Team Lead reporting to you, with his own team of 6 CRM Admins, Specialists, and Developers.This role is a great opportunity to work on large-scale projects with multi-cloud exposure including but not limited to Pardot, Sales, CPQ, Service, and Experience Clouds. Your key partners in the Global Business Operations team are the Team Leads of our 2 Business Analyst teams: Customer Acquisition & Integrations (CAI); and Customer Experience& Insights (CEI), who create and manage the business roadmap. Together, you are responsible for the CRM development lifecycle: the Business Analysts are responsible for the initial phases of the software development lifecycle (planning and analysis) and your team of Admins, Developers, and Architects is responsible for the following phases (design, implementation, testing and integration, roll out, and maintenance). BAs will join again for user training and adoption.In addition to ensuring that these business roadmaps are delivered properly, your team also owns the CRM system architecture roadmap. This is an exciting opportunity for you to be part of a transformation project as we take Salesforce at Awin to the next level. Our CRM, Salesforce, grew organically in the past; we are now in the process of identifying and addressing technical debt to make it more robust and scalable. For this job, your team works closely with other technical teams, such as Product Development, Data Services, and IT Delivery, to ensure that the CRM tools are properly integrated into the Awin tools ecosystem. In this position, you will also be a trusted advisor for the Head of Global Business Operations, contributing to the development of strategic plans to continuously increase the efficiency of Awin business operations.Key Tasks:Team management and productivity - You will be leading and motivating the CRM Development team that is responsible for the implementation and maintenance of Salesforce and other tools used by Awin Sales and Customer Support teams. The team is formed by CRM Admins, Specialists, and Developers. You will be responsible for team productivity including OKRs definition, performance management, development of technical skills, coaching, and knowledge sharing. You oversee department daily activities including data governance, status updates, and internal communication
