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About the role
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 setting, 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 DevOpstools (GitHub) and agile methodologies. Leadership Skills: Natural ability to motivate a team, manage conflict, and lead by example in a high-pressure setting. Strategic Thinking: Robust analytical skills with the ability to transform support data into ac 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 setting, 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 DevOpstools (GitHub) and agile methodologies. Leadership Skills: Natural ability to motivate a team, manage conflict, and lead by example in a high-pressure setting. Strategic Thinking: Robust analytical skills with the ability to transform support data into ac
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