Gazelle Global
CRM Transformation Lead – Product and Change
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The Role
As a CRM Transformation Lead – Product and Change, you will play a pivotal role in shaping and delivering CRM-led transformation across public sector clients. You will act as a strategic advisor, combining deep CRM expertise with data and AI capabilities to define propositions, influence senior stakeholders, and lead complex programmes.
This role provides exposure to large-scale, mission-critical CRM transformation initiatives, leveraging Salesforce, integrated data ecosystems, integration with CCaaS, contact centre technologies and emerging AI technologies. You will support solution, architecture and delivery, driving thought leadership, shaping, and ensuring successful implementation outcomes.
Your responsibilities
- CRM Strategy & Product Leadership
- Build strong relationships with business, product, change, technology, and operational stakeholders.
- Establish a shared vision, objectives, success measures, and business outcomes for CRM transformation initiatives.
- Act as a trusted advisor to clients and senior stakeholders on CRM transformation opportunities and delivery approaches.
- Partner in shaping the CRM transformation roadmap, product vision, and backlog aligned to organisational priorities and business outcomes.
- Provide expert guidance on Salesforce CRM capabilities, data strategy.
- Define CRM product strategies and target operating models that support long-term transformation objectives.
- Define Customer 360 and data management approaches to support unified customer experience.
- Lead change management activities to drive stakeholder buy-in, user adoption, and business readiness.
- Ensure CRM capabilities support operational efficiency, improved customer outcomes, and enhanced colleague experience.
- Identify opportunities to leverage AI, automation, analytics, and emerging technologies to enhance customer and colleague experience.
- Ensure CRM solutions are scalable, secure, and aligned with enterprise architecture principles.
- Ensure adherence to public sector standards (GDS), security requirements, regulatory obligations, and GDS principles.
- Oversee end-to-end CRM transformation delivery, ensuring alignment with governance frameworks, budget, timelines, and strategic objectives.
- Manage risks, dependencies, and stakeholder expectations across transformation programme.
- Lead, mentor, and grow a high-performing CRM and data team.
- Support business development activities, proposals, effort estimations, and solution shaping.
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Your Profile
- Proven experience as a senior CRM leader / Practice Lead / Architect within large-scale transformation programmes.
- Hands-on experience in Salesforce Service Cloud, Experience Cloud, Data Cloud/Data 360 and wider CRM ecosystems.
- Strong understanding of Customer 360, case management, customer engagement, and citizen services.
- Deep understanding of enterprise architecture, including CRM integrated with data platforms and AI ecosystems.
- Experience across CRM, data platforms, AI, automation, integration, and digital transformation.
- Hands-on experience in delivering Salesforce transformation projects and worked on Service and Sales cloud and experience cloud.
- Proven ability to elicit, capture, analyse, and prioritise requirements to achieve business outcomes.
- Expertise in mapping and optimizing business processes.
- Familiarity with Salesforce architecture and platform capabilities.
- Deep understanding of Agile/Scrum methodologies; Scrum Master certification preferred.
- Excellent stakeholder management and communication skills.
- Experience owning program delivery from concept to deployment.
- Experience in change management or training.
- Experience in UK Public Sector and, including case management and citizen services environments.
- Expertise in CRM strategy, roadmap definition, and business process design.
- Strong stakeholder management skills, with experience influencing senior client and executive stakeholders.
- Knowledge of Agile / SAFe delivery models, and large-scale programme governance.
- Understanding of GDS standards, security, and compliance requirements in public sector.
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Desirable skills/knowledge/experience
- Experience with customer service modules and contact centre transformation.
- Hands-on familiarity with Business rule engine, documentation management integrations, automation, and workflow design.
- Knowledge of data platforms, Dataverse, and data governance frameworks.
- Exposure to AI/GenAI use cases in CRM, including Copilot and predictive analytics.
- Relevant certifications in one of the CRM platforms (preferably Salesforce).
- Supporting business development – proposal, RFP responses, estimation, presentations.
- Experience working with multi-vendor delivery environments and SI ecosystems.
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