CRM Center of Excellence Leader - Salesforce

CRM Center of Excellence Leader (Salesforce)

Job Description:

In Digital, we are a core function where sustainable IT but also Artificial Intelligence are starting to transform our company, where our customers can benefit from our innovative products and services, where we are key to implement the Digitalization in our company through important Digital transformation programs and where we connect thousand of worldwide end users everyday, and all that in a protected and safe environment.

People development, engagement & wellbeing are at the heart of our thinking. Diversity is a must and our most precious treasure.

You will join the DC organization i.e the Digital teams for Airbus Programmes, Customer Engagement & Services. Our mission is to deliver innovative IT solutions that support their Digital transformation and efficient operations in front of our Airlines customers.

Our organization is embarking on a global initiative to position our Customer Relationship Management (CRM) platform as the central element of our customer-centric strategy. This effort aims to fully capitalize on the platform's potential and capabilities, establishing it as a foundational Digital backbone for the entire company.

To support this ambitious strategy, we are establishing a global CRM Center of Excellence (CoE). We are seeking a CRM CoE Leader to spearhead the creation of this implementation body, ensuring it drives our CRM strategy to maximum impact and achieves operational excellence.

Your mission will be to build the framework, governance, and high-performing teams necessary to transform our CRM platform into a strategic backbone that powers personalized, data-driven customer experiences across the entire organization.

Join us to drive Digitalization and be part of our great team of Digital movers and makers, we are looking for the Architect of our customer engagement future!

Key Responsibilities

Strategic Vision & Product Leadership

• Enable CRM Roadmap: Support and evangelize a multi-year CRM product vision that aligns with the company’s broader digital strategy.

• Value Realization: Move beyond "feature requests" to focus on business outcomes and define the KPIs that measure the success of our CRM investment.

• Innovation: Stay ahead of the curve on Salesforce releases and products to keep our stack competitive.

Governance & Framework Design

• Standardization: Establish the "Blueprints" and best practices for CRM capabilities, ensuring a scalable global framework while respecting business units nuances.

• Security and Quality Focus: Maintain a strong focus on security, compliance, and quality, integrating these standards into all designs and processes.

• Data Integrity: Partner with Data stakeholders to enforce strict data governance, ensuring our "Golden Records" remain clean, compliant, and actionable - as the fuel of our CRM capabilities.

• Prioritization Framework: Implement a transparent intake process to balance urgent "run" activities with high-impact "build" initiatives.

• Delivery Excellence: set the DevOps lifecycle and agile sprints building high-efficiency teams

• Releases management and upgrades: Define the process for seamless releases management and upgrades to latest release levels 

 

Team Building & Culture

• Talent Acquisition: Recruit and mentor a cross-functional team of Architects, Technical leaders, developers and Analysts, Product and Project Managers, DevSecOp, Release upgrade experts

• Spirit of Collaboration: Foster a culture of accountability and psychological safety. We believe the best ideas come from a team that feels empowered to challenge the status quo.

• Evangelism: Act as the internal "Face of CRM," building strong relationships with Sales, Marketing, and Service Leaders to ensure the CoE is viewed as a value-added partner.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company's success, reputation and sustainable growth.

Profile and Competences

The competences you will need to succeed in this job are:

• Educated to 4-year degree level (or equivalent) in Information Technology.

• 15+ years in Digital/CRM roles, with at least 5 years leading Salesforce-centric transformations at scale.

• Deep knowledge of Salesforce technologies (Sales & Services, Community, CRM Analytics, Marketing Cloud, Agent 360 and Data 360) with strong experience in multi-orgs setup and platform integration

• Strong knowledge of CRM core business processes (Sales, Service, Marketing)

• Leadership style:

  • People and CRM Team lead aligned with Airbus leadership model and code of conduct (Ownership, Integrity, People focus, Trust and inclusion…)

  • Empathy and clarity as a catalyst who grows the people around them

• Cultural Dexterity: High degree of Cultural Intelligence to effectively manage and communicate with a globally distributed team and stakeholders in Europe, North America, and India, navigating diverse communication styles.

• Communication: Proven ability to develop and carry a vision, negotiate efficiently and obtain buy-in from stakeholders with divergent interests. 

• Rigor: Rigorous in activity monitoring and planning, budget management, and quality assurance.

• Risk Management: Risk-based approach with the ability to manage the escalation process across various stakeholders - always keeping pragmatism as a North Star

• Team Player and collaborative mind-set.

• Strong soft skills, proactive, constructive, supportive in a challenging environment.

In line with the Airbus leadership model, manage direct team(s).

• Engage, develop and motivate the direct team(s), within Airbus Values using the HR processes & development tools. 

• Build a trustful and inclusive environment, promoting collaboration  facts driven decisions and an out of silos mindset.

• Ensure deliverables on time, cost and quality to ensure Customer Satisfaction; escalate risks and opportunities.

• Encourage innovation and continuous improvement by detecting and eliminating non added-value activities.

• Secure the business at short/mid/long term, contributing to increase Airbus profitability.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:

Airbus India Private Limited

Employment Type:

Permanent

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Experience Level:

Professional

Job Family:

Leadership

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Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.

At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.