Head of Salesforce and Client Engagement Platforms

The role

You will own and design the platforms that power CRM, client service, and engagement capabilities. You will lead a multidisciplinary team to deliver a multi-year roadmap focused on Salesforce and AI-led automation.

What you will do

• Build relationships with leaders across Sales, Marketing, Operations, Client Services, Product, and CRM and Digital
• Shape long-term platform strategy, roadmap, and performance metrics for Salesforce and the engagement stack
• Act as design authority for Salesforce and the wider engagement stack
• Own client service and engagement tools including telephony, chat, and AI-led support platforms
• Build and enforce a governance framework for change requests, technical debt, and data security
• Own the integration architecture between Salesforce, support tools, and core systems
• Manage platform budget, vendor relationships, contracts, and performance
• Lead and develop a team of architects, developers, administrators, configuration experts, and AI specialists
• Report on platform performance, user adoption, and ROI to the C-suite
• Define and deliver AI-enabled platform capabilities and agent-based automation

Required qualifications

• Track record of building trust with the C-suite and senior leaders
• Significant experience designing, owning, or leading enterprise-scale Salesforce platforms in a commercial or tech-enabled business
• Experience designing and setting up enterprise Salesforce orgs, including data and security models, integration patterns, multi-cloud architecture, and environment and release management
• Proven success in defining and delivering a multi-year platform strategy and roadmap for CRM, service, or engagement technology
• Deep knowledge of Salesforce across multiple clouds
• Experience with other CRM and customer service platforms such as Microsoft Dynamics, HubSpot, and Zendesk
• Experience delivering AI and agent-based automation in customer service or engagement settings
• Strong grasp of commercial and client workflows
• Proven experience managing internal technical teams, vendors, budgets, and change programmes in an agile environment

Nice to have

• Experience with AI-led CX tools such as Lorikeet

Benefits

• Hybrid working
• Competitive bonus scheme
• Flexible benefits budget
• Salary sacrifice options for electric cars, nursery schemes, home and tech goods
• Around the World scheme - 3 months work from anywhere
• Mental wellbeing support through Spill
• £1,000 personal development budget
• Private health care via AXA
• Medical cash plan
• Life insurance and Income Protection
• Matched pension contributions up to 5%
• 25 days holiday plus bank holidays, well-being days and volunteering days

About the company

Flagstone is one of Europe's leading cash deposit marketplaces. The company has around 400 people and has secured £150 million in total funding.