Lead COE for North America - CRM Strategy (Insurance & Financial Services)

Capgemini•Atlanta, GA

About The Position

We are seeking a visionary CRM Leader with a strong background in strategy consulting and deep expertise in Insurance distribution and service models. This individual will define and execute the Go-To-Market (GTM) strategy for CRM solutions across sales, service, and marketing in North America. The ideal candidate will have a forward-looking perspective on the future of CRM, particularly how Agentic AI is reshaping customer engagement, personalization, and operational efficiency.

Requirements

10+ years in CRM strategy consulting, preferably with top-tier consulting or technology firms.
Proven track record in Insurance and broader Financial Services such as Banking or Capital Markets experience.
Deep understanding of CRM platforms (Salesforce, Dynamics, etc.) and emerging trends along with their strategic capabilities
Knowledge of Agentic AI and its impact on CRM, customer engagement, and operational models.
Strong strategic thinking and GTM execution capabilities.
Excellent communication and stakeholder management skills.
Strong storytelling and executive advisory skills, with the ability to communicate CRM and AI value propositions to C‑level leaders.
Bachelor’s degree required; MBA or equivalent preferred.

Responsibilities

GTM Strategy Development: Define and lead the CRM GTM strategy for Insurance and broader Financial Services.
Align CRM offerings with evolving market needs, focusing on Agentic AI-driven transformation.
Thought Leadership: Serve as a subject matter expert on future CRM trends, including AI-driven automation, personalization, and agentic workflows.
Evangelize CRM transformation opportunities to clients and internal teams.
Industry Expertise: Leverage deep knowledge of Insurance distribution and service models (agents, brokers, direct-to-consumer, hybrid).
Identify opportunities to transform these models using Agentic AI for efficiency and customer experience.
Sales Enablement & Execution: Partner with sales teams to drive pipeline growth and deal closure.
Develop positioning, messaging, and value propositions for CRM solutions.
Cross-Functional Collaboration: Work closely with product, marketing, and delivery teams to ensure GTM success.
Influence roadmap decisions based on market insights and client feedback.

Benefits

Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief