Salesforce CRM Architect & Enterprise Leader

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OtherSalesforce Crm Architect & Enterprise Leader

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Overview

We are seeking an experienced and strategic Salesforce CRM Architect & Enterprise Leader with 8+ years of experience to drive the evolution of our Salesforce ecosystem across Service, Marketing,

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OtherSalesforce Crm Architect & Enterprise Leader

We are seeking an experienced and strategic Salesforce CRM Architect & Enterprise Leader with 8+ years of experience to drive the evolution of our Salesforce ecosystem across Service, Marketing, and Data platforms.

This role will serve as the enterprise CRM leader, with strong depth in Service Cloud and broad architectural oversight across Marketing Cloud, Data Cloud, and MuleSoft integrations. You will shape CRM strategy, build scalable systems in a greenfield environment, and lead complex cross-functional programs across our ride-hailing robotics organization.

Lead Enterprise CRM Strategy

Define and drive the overall Salesforce CRM roadmap aligned with business growth and operational scale.

Serve as the executive-facing CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams.

Balance strategic vision with pragmatic execution.

Architect & Scale Service Cloud (Core Focus)

Lead the architecture and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, SLA frameworks, and automation.

Design scalable service operations that support high-volume, mission-critical environments.

Implement intelligent routing, AI-enabled workflows, and service performance analytics.

Provide Oversight Across Marketing & Data Platforms

Ensure strong architectural alignment between Marketing Cloud, Data Cloud, and Service Cloud.

Support marketing automation, customer journeys, segmentation, and lifecycle orchestration from a CRM architecture standpoint.

Partner with marketing and data teams to ensure unified customer profiles and actionable insights.

Integration & Platform Connectivity

Oversee integration strategy leveraging MuleSoft and APIs to connect CRM with ride-hailing platforms, billing systems, telematics, and enterprise systems.

Define integration patterns and data governance standards across platforms.

Greenfield & Scalable Architecture

Lead greenfield implementations and build scalable operating models from the ground up.

Establish governance frameworks, DevOps processes, and CRM development standards.

Ensure data security, compliance, and resilience across the ecosystem.

Drive Cross-Functional Programs

Lead multidisciplinary initiatives beyond Salesforce when required, ensuring CRM supports broader enterprise transformation goals.

Scale teams and establish processes that enable long-term operational excellence

Extensive CRM Leadership Experience: 8+ years of strategic experience driving the evolution of a Salesforce ecosystem and serving as an executive-facing enterprise CRM leader.

Deep Service Cloud Architecture: Core architectural expertise in Service Cloud, designing scalable service operations that include Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks.

Broad Platform Oversight: Strong architectural alignment experience across Marketing Cloud and Data Cloud, partnering with data teams to ensure unified customer profiles and actionable insights.

Integration & API Strategy: Proven ability to oversee integration strategy and data governance using MuleSoft and APIs to connect CRM with complex enterprise systems.

Strategic & Cross-Functional Delivery: Ability to define and drive the overall Salesforce CRM roadmap aligned with business growth, balancing strategic vision with pragmatic execution.

Domain-Specific Experience: Previous experience building scalable systems in high-volume, mission-critical environments, such as ride-hailing or robotics organizations.

Advanced Automation & AI: Experience implementing intelligent routing, AI-enabled workflows, and advanced service performance analytics.

Marketing Orchestration: Background in supporting marketing automation, customer journeys, segmentation, and lifecycle orchestration from a CRM architecture standpoint.

Broader Enterprise Transformation: A track record of scaling teams, establishing long-term operational excellence, and leading multidisciplinary programs beyond just Salesforce.