As the CRM Support Team Leader, you will lead the CRM CC – Digital and AI team BAU support desk. You will be responsible for overseeing a team of specialists in an international environment, ensuring the stability of our Salesforce platform while fostering a culture of continuous improvement and technical excellence.

YOUR RESPONSIBILITIES:

• Team Leadership: Lead, mentor, and coach a team of CRM Support Specialists, conducting regular performance reviews and fostering professional growth.
• Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards.
• Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency.
• Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers ...