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 platforms 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 companys 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 Companys 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 Companys success reputation and sustainable growth.

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