Overview

In this role you lead the adoption and implementation of AI-enabled CRM capabilities across AXA’s entities, acting as the senior CRM expert guiding business and IT stakeholders. You shape the adoption roadmap for Salesforce AI features across Sales Cloud, Service Cloud, Marketing Cloud, and related components, ensuring scalable, compliant deployments. You drive solution design, data governance, and value realization while mentoring CRM professionals and aligning initiatives with risk and regulatory controls. You will partner with global teams to deliver measurable business impact through AI-enabled customer engagement.

Compensaciones / Beneficios

- diversity & inclusion commitment
- integral, culturally diverse team
- equal opportunities in employment

Responsabilidades
- Define and communicate adoption roadmap for Salesforce AI across Clouds
- Lead end-to-end AI-enabled CRM delivery (requirements, design, config, data migration, integrations, testing, go-live, optimization)
- Guide target architecture, data quality, governance, security, privacy, and regulatory compliance
- Design scalable CRM AI assets (data models, automation, components, dashboards) with IT and vendors




- Provide functional leadership and ensure consistency across CRM initiatives
- Monitor adoption, KPIs, ROI, and implement corrective actions when needed

Requisitos principales
- 7+ years of Salesforce experience with enterprise-scale, multi-entity CRM implementations in international contexts
- 3+ years with Salesforce AI capabilities (Einstein, Agentforce, or similar)
- Experience as senior expert, solution lead, or trusted advisor in CRM transformation
- Deep Salesforce ecosystem knowledge (Sales Cloud, Service Cloud, Marketing Cloud) with AI capabilities
- Strong integrations and data architecture skills; governance and security awareness
- DevOps and release management understanding
- Excellent stakeholder management and leadership at senior levels

- Senior leadership and influence without formal authority
- Strategic thinking with pragmatic execution
- Excellent communication and stakeholder management
- Salesforce ecosystem expertise (Sales Cloud, Service Cloud, Marketing Cloud)
- Einstein AI and Agentforce capabilities
- AI-enabled CRM design and process automation

📌 CRM Lead Expert - barcelona
🏢 Axa Group
📍 Barcelona