CRM Platform Master Project Manager
The CRM Platform Master is a pivotal role within the global CRM organization, responsible for orchestrating the long-term strategic evolution of the Salesforce ecosystem. This role is tasked with bridging the gap between sophisticated business needs and cutting-edge technological feasibility. The candidate will not only maintain the operational excellence of the platform but will also lead the transition into the Agentic Era, leveraging Salesforce AI-powered agents and Sales Cloud to drive autonomous business value. This position requires a professional with 5-10 years of experience who can balance project management and technical mastery with high-level stakeholder management.
Key Responsibilities and Accountabilities
Strategic Platform Governance & Innovation
- Act as the primary custodian of the Salesforce platform roadmap, ensuring alignment with global sales strategies and regional business unit (RBU) goals.
- Lead regional CRM innovation projects by assessing the ROI of new Salesforce features, specifically focusing on the deployment of AI-powered agents to automate routine sales and service tasks.
- Establish and manage Salesforce TSU to define standards for platform security, permissions architecture, and deployment protocols across global offices.
Global Sales & RBU Enablement
- Orchestrate the global leads management lifecycle, optimizing the intelligent routing of sales inquiries to RBUs based on real-time availability, product expertise, and geographic relevance.
- Provide high-level consulting to regional sales leaders on leveraging CRM data insights to identify market trends and improve conversion rates.
- Design and implement user adoption strategies that incorporate in-app guidance and personalized training modules to ensure global teams maximize platform utility.
Advanced Solution Architecture & Project Management
- Design, build, and implement complex Salesforce solutions involving Sales Cloud and relevant industry modules.
- Lead cross-functional project teams through the entire software development lifecycle (SDLC) using Agile and Scrum methodologies, ensuring on-time and under-budget delivery of platform enhancements.
- Collaborate with CRM IT teams to develop technical assessments that prioritize business value, while managing technical debt and system performance bottlenecks.
- Lead the planning and implementation of corporate membership programs, ensuring the platform supports complex tiered benefits, point accrual, and partner integrations.
- Integrate Salesforce ecosystem data with other Sales/Marketing peripheral system to deliver personalized customer journeys based on engagement history and loyalty status.
Data Excellence & AI Integration
- Direct the data strategy for the CRM ecosystem, utilizing Salesforce Sales Cloud to unify disparate data sources into a Single Source of Truth.
- Oversee data governance policies, including data cleansing, transformation, and migration efforts, to ensure AI models operate on high-quality, trusted data.
- Analyze platform metrics and CRM data insights to produce executive-level dashboards that support data-driven decision-making at the board level.
Qualifications and Requirements
Professional Experience
- 5 to 10 years of experience in Salesforce project management, business analysis, or platform administration, preferably in a global corporate environment.
- Proven track record of managing multi-cloud Salesforce implementations (Sales, Service, Data, or Marketing Cloud).
- Experience in new region introduction and global sales operations is highly valued.
Education and Certifications
- Master's degree in Business, Information Technology, or a related field is preferred.
- Salesforce Related Certificates holder, Project Management Professional (PMP), or Salesforce related experience will be a plus .
Technical and Soft Skills
- Fluent in English (CEFR: C1+ / IELTS 7.0+ / TOEFL iBT 95+ / TOEIC 945+) for global stakeholder collaboration.
- Advanced proficiency in MS Excel and PowerPoint.
- Deep understanding of Salesforce declarative tools (Flows) and basic awareness of Apex/LWC capabilities.
- Exceptional emotional intelligence (EQ) and change management skills to navigate complex organizational shifts.
