CRM Platform Master Project Manager

About the role

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.