Salesforce CRM Team Lead

Experian

2d•Remote

About The Position

The Salesforce CRM Team Lead works within Experian’s Global CRM team to improve the operational maturity of the Salesforce platform and the team that supports it. The role supports multiple business units and processes across Salesforce capabilities, including Experience Cloud and CPQ, as well as connected marketing automation, automated testing, and enterprise data warehouse platforms. It combines advanced Salesforce administration, delivery management, data quality, process standardization, stakeholder partnership, and team leadership. The role partners with business stakeholders, analysts, developers, and CRM colleagues to improve service consistency and deliver scalable, high-quality solutions. The Team Lead configures and maintains Salesforce using declarative tools, leads root cause analysis, and designs scalable solutions for complex business requirements. The role also oversees configuration, testing, deployment, and support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation. It coordinates case workloads and Agile delivery, supports requirements gathering, solution design, UAT and releases, and maintains process documentation and Salesforce Knowledge articles. The role mentors CRM Analysts and teammates, acts as an escalation point for complex issues, and strengthens English- and Spanish-language support for North American and Latin American users. This is a fully remote opportunity.

Requirements

Salesforce Certified Platform Administrator certification.
Salesforce Certified Platform App Builder certification.
At least 5 years of experience administering or supporting Salesforce in complex, multi-business-unit environments.
At least 2 years of experience leading Salesforce administration teams or delivery initiatives, including mentoring or coaching colleagues.
Demonstrated experience with Salesforce Flow automation and process optimization.
Experience with Scrum or other Agile delivery methodologies, including backlog management and sprint planning.
Fluency in English and Spanish.
Excellent written and verbal communication skills, including the ability to translate business needs into system solutions, explain complex technical concepts clearly, and influence decisions across Sales, Marketing, and Finance.
Ability to guide architectural discussions and technical direction without serving as the primary hands-on developer.
Comfort incorporating AI-assisted solutions into day-to-day workflows, including prompting, testing, debugging, and documentation.
Strong analytical and problem-solving skills, including the ability to perform root cause analysis on complex issues.
Ability to manage multiple priorities and competing demands in a fast-paced environment.

Responsibilities

Configure and maintain Salesforce using declarative tools, including custom objects, fields, page layouts, record types, validation rules, picklists, approval processes, and advanced Flow automation.
Lead root cause analysis and design scalable solutions for increasingly complex business requirements.
Oversee configuration, testing, deployment, and ongoing support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation features.
Stay current with Salesforce platform capabilities and proactively recommend improvements.
Monitor case queues and team workloads, assigning or reallocating work to support timely resolution and appropriate case coverage.
Collaborate with regional contacts to prioritize case assignments and ensure effective user support that meets service requirements.
Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team.
Improve and maintain process documentation, Salesforce Knowledge articles, and support communications to promote service consistency and user adoption.
Build trusted relationships with business stakeholders, development teams, and cross-functional partners.
Translate business needs into scalable Salesforce solutions and communicate effectively with technical and business audiences.
Participate in requirements gathering, solution design discussions, User Acceptance Testing (UAT), release activities, and post-deployment validation.
Support informed decision-making through analytical and problem-solving skills.
Mentor and coach CRM Analysts and other teammates, reinforcing standards, governance, and operational best practices.
Model accountability and professionalism while fostering continuous improvement and customer-focused service.
Act as the escalation point for complex cases and provide hands-on support for critical or high-priority user issues when needed.
Strengthen multilingual English and Spanish support across North American and Latin American user communities.
Improve response times by serving as the CRM team’s first resource based in a North American time zone.
Expand regional collaboration with business stakeholders across Latin America.