CRM Lead – Service Cloud, AI & Omnichannel

We are seeking an experienced and strategic CRM Lead with 10+ years of experience to drive the evolution of our Salesforce ecosystem across Service Cloud, AI-driven customer support, and omnichannel engagement. This role will serve as the CRM leader with strong depth in Service Cloud and ownership of AI/chatbot initiatives, while providing cross-functional leadership across Product, Engineering, Operations, and Data teams. You will shape CRM strategy, build scalable systems in a fast-evolving environment, and lead complex initiatives that transform customer support through automation and intelligence.

In this role, you will:: Lead CRM Strategy Define and drive the overall CRM roadmap aligned with business growth and customer support transformation Serve as the primary CRM leader across Customer Experience, Operations, Product, Engineering, and Data teams Balance strategic vision with hands-on execution in a fast-paced environment Architect & Scale Service Cloud (Core Focus) Lead the design and evolution of Service Cloud, including Case Management, Omni-Channel, Knowledge, Digital Engagement, and SLA frameworks Design scalable support operations that enable high-volume, mission-critical environments Implement intelligent routing, automation, and service performance analytics Drive improvements in agent productivity, workflows, and tooling Own AI, Chatbot & Automation Initiatives Lead the strategy and implementation of chatbot and conversational AI platforms Drive AI-powered use cases including self-service, contact deflection, agent assist, and workflow automation Partner with AI/ML and data teams to embed intelligence into CRM workflows Define and track success metrics such as automation rate, deflection, CSAT, and resolution time Drive Omnichannel Customer Experience Build and scale seamless customer journeys across channels (chat, mobile app, email, voice) Ensure consistent and unified customer experience across all touch points Enable a 360° customer view by leveraging Data Cloud and integrated systems Integration & Platform Connectivity Oversee integration strategy leveraging APIs and MuleSoft to connect CRM with internal and external systems Ensure strong alignment across Service Cloud, Data Cloud, Marketing systems, and operational platforms Define data governance and integration patterns to support scalability and reliability Drive Cross-Functional Programs Lead complex, multi-workstream CRM initiatives across business and technical teams Establish governance frameworks, prioritization, and execution discipline Operate as a key partner to Product and Engin