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. You will liaise with the HR department to ensure that you are aligned to the company guidelines and that you and your team members can benefit from the existing development framework (Awin Academy, development programs, etc.)System Owner - Key player in the Global Business Operations Department. You will understand the company OKRs, the role of the Global Business Operations team, and how the work of CRM Development team contributes to these goals. You will keep your peers, manager, and stakeholders informed about the progress of the team projects and its implementation. You will be a trusted advisor for the Head of Global Business Operations, collaborating on the development of strategic plans to continuously increase efficiency of Awin business operations, supporting the business in developing strategy and turning strategy into operational execution.Collaboration - You will collaborate closely with the Team Leads of Customer Acquisition & Integrations and Customer Experience & Insights, playing a critical role in the delivery of their roadmaps and ensuring that technical solutions are designed properly and that resources are properly allocated. Skills & Expertise:
You have work experience with CRM technologies: Salesforce, CPQ (Configure Price Quote), Pardot, document generation, electronic signature, and customer support tools.You have good knowledge of the Salesforce data model, being able to facilitate the work of your team and share knowledge with other technical teams, contributing to a more robust Awin data model.Experience on reducing 'technical debt' and upgrading processes in order to make CRM development faster and more efficient.4+ years as a Salesforce Technical Lead or Head, having managed, as direct reports: SF admins, developers, and architects.Effective at managing a team and prioritizing multiple tasks simultaneously; ability to delegate to direct reports while providing appropriate and meaningful coaching; experience in managing performance, delivering feedback, and remote management; practice establishing and maintaining metrics.
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