Employment Type: Contract
Start: ASAP (August/September 2026)
Duration: 6 Months
Location: London, UK (Hybrid - 2 days p/w office)
Language(s): English
Focus on SAP is a specialist SAP and ERP Recruitment organisation offering both permanent and contract staffing solutions on a global scale.
Client – Partnered with a global leader in digital transformation and IT services, working with some of the world’s biggest brands. Their mission is not only to deliver cutting-edge technology but also to empower organisations to create meaningful impact for the people and communities they serve. For you, this means working on challenging projects that demand innovation, collaboration, and thought leadership.
Role – We are seeking an experienced CRM Transformation Lead to lead enterprise-scale CRM transformation programmes, combining strategic product leadership, business change, customer experience and technology delivery. You will define CRM strategy, shape transformation roadmaps, engage senior stakeholders and lead the successful delivery of complex digital transformation initiatives. Working across business, product, technology and architecture teams, you will implement modern CRM capabilities that improve customer outcomes, operational efficiency and organisational performance.
Key Responsibilities
- Lead end-to-end CRM transformation programmes, ensuring alignment with business strategy, governance, budgets, timelines and delivery objectives.
- Define CRM strategy, product vision, transformation roadmaps and target operating models to enhance customer experience and business performance.
- Build trusted relationships with senior stakeholders, acting as a strategic advisor across business, product, technology and operations.
- Lead CRM product management activities, including requirements gathering, backlog prioritisation and translating business needs into scalable solutions.
- Provide expertise across Salesforce and enterprise CRM, integrating Customer 360, data platforms, AI, automation and Contact Centre (CCaaS) technologies.
- Drive change management, business readiness and user adoption to maximise transformation success and long-term value.
- Ensure CRM solutions are secure, scalable and aligned with enterprise architecture, governance and industry best practice.
- Lead cross-functional delivery teams, managing programme risks, dependencies and stakeholder expectations.
- Identify opportunities to leverage AI, analytics and emerging technologies to improve customer and colleague experiences.
- Support solution shaping, proposals, pre-sales activities and thought leadership.
Key Skills
- Proven experience as a CRM Transformation Lead, Salesforce Solution Architect, CRM Programme Manager, CRM Practice Lead or Enterprise Architect, delivering enterprise CRM and digital transformation programmes.
- Hands-on experience with Salesforce Service Cloud, Experience Cloud, Data Cloud (Customer 360) and wider Salesforce CRM solutions.
- Strong expertise in CRM strategy, product management, target operating models, transformation roadmaps and business process optimisation.
- Deep understanding of enterprise architecture, integrating CRM with data platforms, AI, automation, APIs and Contact Centre (CCaaS) technologies.
- Experience gathering and prioritising requirements, managing product backlogs and delivering scalable, user-focused CRM solutions.
- Strong knowledge of Agile, Scrum or SAFe, with experience managing governance, budgets, risks and multi-disciplinary delivery teams.
- Excellent stakeholder management skills with the ability to influence senior executives, business leaders, product owners and technology teams.
- Experience leading organisational change, business readiness and user adoption across large transformation programmes.
- Strong understanding of CRM architecture, Customer 360, data governance, security and compliance, with experience leveraging AI and analytics to improve customer experience.
- Experience supporting solution design, RFPs, proposals and business development. Experience within Public Sector, Government, Healthcare or other highly regulated environments is highly desirable.
If you are interested or would like to know more, please email jonathan.la@focusonsap.org with your CV and availability to speak.
Applicants must be UK residents with a valid right to work in the UK.