Customer Experience Strategist

📋 Description

• Develop and execute CRM strategies and roadmaps that align with the business goals and objectives of clients. Identify areas for enhancement and innovation within CRM processes.

• Act as the functional leader for CRM initiatives, ensuring that the CRM system meets business needs and processes. Translate business requirements into functional specifications.

• Lead and conduct functional workshops with cross-functional teams to gather requirements, define the project scope, and ensure alignment on objectives.

• Collaborate with business stakeholders to understand their needs, provide expert guidance, and ensure their requirements are integrated into CRM solutions. Build and sustain strong relationships with key stakeholders.

• Define key performance indicators (KPIs) to measure the effectiveness of CRM initiatives. Monitor and analyze performance data to offer insights and recommendations for ongoing improvement.

• Stay updated on the latest trends and advancements in CRM technology and best practices. Offer thought leadership and insights to clients and internal teams.

• Identify and outline agentic use cases, develop supporting business cases and success metrics, and formulate practical solution approaches aligned with business outcomes and platform utilization.

⛳️ Requirements

• Over 5 years of experience as a business architect or functional lead with a focus on CRM systems (e.g., Salesforce, Microsoft Dynamics).

• Experience in process design and improvement, demonstrating how you have delivered quantifiable and tangible benefits from client engagements.

• Background in large transformation projects (digital, operational, IT, etc.).

• Proven ability to successfully align CRM systems with business processes and strategies.

• Strong understanding of CRM processes, including sales, marketing, customer service, and support.

• Willingness to travel as needed.

• Excellent skills in facilitation and workshop management.

• Exceptional stakeholder engagement and communication capabilities.

• Strong analytical and problem-solving skills.

• Ability to work independently as well as part of a collaborative team.

🏝️ Benefits

• Global Collaboration: The chance to work daily with a diverse and talented group of professionals from around the world.

• Off-the-Charts Career Growth: Clear career progression paths, performance review systems, career coaching, training and certifications, mentoring, and knowledge sharing.

• Well-being Is Top Priority: Parental leave, paid time off, and comprehensive health and medical plans.

• Real Work-Life Balance: Depending on location, we offer remote, in-office, or hybrid working options; flexible hours; and support for work-life balance at every stage and level.