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CRM Lead Expert
Full-time
Passionate about transforming CRM with AI? Lead the strategic adoption of Salesforce AI capabilities, guide global teams, and deliver scalable, compliant solutions that drive business value. Join us to shape the future of AI-enabled customer engagement!
Job purpose
As a CRM Lead Expert, your main objective is to lead the definition, adoption, and implementation of AI-enabled CRM capabilities across Group entities. You will act as the senior expert and reference point in your domain, advising business and IT stakeholders on strategic choices, validating business value, and driving solution design and deployment decisions. In addition to hands-on involvement in key initiatives, you will provide leadership through expertise by setting standards, guiding implementation approaches, influencing stakeholders, and ensuring that Salesforce AI capabilities are deployed in a scalable, compliant, and business-oriented manner.
Main missions
Act as the senior CRM expert for Salesforce AI capabilities, partnering with the Business Applications Lead to guide entities through assessment, validation, prioritization, and decision-making for AI-enabled CRM solutions.
Lead the definition and communication of the adoption roadmap for AI features across Sales Cloud, Service Cloud, Marketing Cloud, and related Salesforce capabilities, ensuring alignment with business priorities in customer, distribution, and operations domains.
Provide expert leadership in AI solution delivery, covering requirements gathering, solution design, configuration/customization oversight, data migration, integrations, testing strategy, training, go-live preparation, and post-go-live optimization.
Support on AI target architecture and solution standards, including data model design, data quality, governance, security, privacy, and regulatory compliance, ensuring alignment with enterprise risk, control, and audit requirements.
Drive the design of scalable and reusable CRM AI assets, including AI-ready data models, automation flows, Lightning components, dashboards, and implementation patterns, in collaboration with IT teams and vendors.
Provide expert guidance and functional leadership to other CRM professionals and project contributors, ensuring consistency, quality, and alignment across initiatives.
Monitor adoption, value realization, KPIs, and ROI of CRM and AI initiatives, and define corrective actions or optimization opportunities where needed.
Expected Skills & Experience
We are looking for someone with the following experience and skills:
Experience
7+ years of relevant experience in Salesforce, with a strong track record of leading enterprise-scale, multi-entity CRM implementations in international environments.
3+ years of experience with Salesforce AI capabilities, including practical exposure to Einstein, Agentforce, or comparable AI-enabled CRM functionalities.
Proven experience acting as a senior expert, solution lead, or trusted advisor in CRM transformation programs, with the ability to influence direction and shape decisions beyond pure execution.
Technical Skills
-Deep expertise in the Salesforce ecosystem, especially Sales Cloud, Service Cloud, and Marketing Cloud, with strong command of Einstein AI, Agentforce, and related AI capabilities.
Strong understanding of Salesforce architecture, configuration, and customization,
Advanced knowledge of AI enablement in CRM, including operationalization of AI features, AI-informed process design, intelligent workflows, and value-tracking through reporting and analytics.
Strong expertise in integrations and data architecture.
Solid command of enterprise architecture and governance principles.
Strong understanding of DevOps and release management practices.
Soft Skills / Transversal Skills
-Senior leadership through expertise, with the ability to guide, influence, and align stakeholders without relying solely on formal authority.
Strong strategic thinking combined with pragmatic execution focus.
Excellent communication and stakeholder management skills, including the ability to engage effectively with senior business and IT leaders.
High level of autonomy, accountability, and sound judgment in complex and evolving environments.
Strong consulting and advisory mindset, with the ability to challenge constructively and provide clear recommendations.
Structured problem-solving and decision-making capabilities, with strong attention to risk, quality, and business relevance.
Collaborative and inclusive working style, with the ability to lead cross-functional teams and foster alignment across regions and functions.
Strong commitment to customer-centricity, service quality, and value realization.
Change leadership and knowledge-sharing orientation, helping teams and entities adopt new capabilities effectively.
Ethical awareness and compliance: mindful of data privacy, regulatory requirements, and responsible use of AI tools.
English proficiency; additional languages are a plus.
What We Offer
We bring together the expertise, cultural diversity and creativity of over 8,000 employees worldwide and we’re committed to equal opportunities in all aspects of employment (gender, LGBT+, disabled persons, or people of different origins) and to promoting Diversity & Inclusion by creating a work environment where all employees are treated with dignity and respect, and where individual differences are valued.
About The Entity
AXA is becoming a sustainable tech-led company and at AXA Group Operations we are one of the major catalysts for this transformation.
We set the tone by triggering and empowering the evolution of our insurance business model through technology and innovation, driving its concrete implementation globally at speed, with a high quality of advisory and execution.
We are present across 17 countries with committed, highly qualified teams. We leverage technology, data, sourcing, security and investment allocation in a global way, but also achieve economies of scale and synergies when necessary.
At AXA Group Operations, we want to be recognized in three fields of action:
State-of-the-art Data Technology to drive customer experience
State-of-the-art Procurement & Sourcing to drive efficiency and better manage risks
High-Performing Global Team for stronger partnerships with AXA entities
About AXA
As a world-leading insurance company, we act for human progress by protecting what matters. With 153,000 employees in 54 countries working for 105 million customers, we’ve created a truly dynamic and vibrant community. Inclusion and diversity link closely with our values, and together we’re nurturing a culture of respect, for each other, for our customers and the communities around us. Join AXA and you’ll feel like you belong, are included and can thrive. You’ll be able to shape the way you work and truly grow your potential as you seek out new opportunities, push boundaries and benefit people in critical moments of their lives. This is your chance to build the tomorrow you want. Know you can.
