Salesforce CRM Team Lead
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Job Description
We’re looking for an experienced Salesforce CRM Team Lead to join our Global CRM team. This role combines Salesforce platform expertise, operational leadership, and stakeholder partnership to support and enhance Salesforce solutions across multiple business units and regions.
You’ll lead and mentor CRM team members, act as an escalation point for complex issues, and help improve the scalability, reliability, and operational maturity of the platform. You’ll also support the adoption of emerging Salesforce capabilities, including Flow, Agentforce, Einstein, Prompt Builder, and AI-enabled automation.
Key Responsibilities
• Configure and optimize Salesforce using declarative tools, including Flows, objects, fields, validation rules, approvals, layouts, and record types.
• Lead root cause analysis and recommend scalable solutions for complex business requirements.
• Support the implementation and ongoing use of Salesforce AI and automation capabilities, including Agentforce and Prompt Builder.
• Manage CRM case queues, workload prioritization, backlog, sprint planning, and delivery using Agile/Scrum practices.
• Act as an escalation point for complex or high-priority Salesforce issues.
• Partner with business stakeholders, analysts, and developers to translate business needs into effective Salesforce solutions.
• Support requirements gathering, solution design, UAT, releases, and post-deployment validation.
• Mentor CRM Analysts and promote consistent standards, governance, documentation, and best practices.
Requirements
Department: Sales & Business Development
Function: Information Technology
Experience Level: Not Applicable