Salesforce CRM Architect & Enterprise Leader

Job description

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. In this role, you will: - 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 environme...