Salesforce CRM Team Lead

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

We’re looking for an experienced Salesforce CRM Team Lead to join our Global CRM team. This role combines Salesforce platform expertise, operational leadership, and stakeholder partnership to support and enhance Salesforce solutions across multiple business units and regions.

You’ll lead and mentor CRM team members, act as an escalation point for complex issues, and help improve the scalability, reliability, and operational maturity of the platform. You’ll also support the adoption of emerging Salesforce capabilities, including Flow, Agentforce, Einstein, Prompt Builder, and AI-enabled automation.

Key Responsibilities

• Configure and optimize Salesforce using declarative tools, including Flows, objects, fields, validation rules, approvals, layouts, and record types.
• Lead root cause analysis and recommend scalable solutions for complex business requirements.
• Support the implementation and ongoing use of Salesforce AI and automation capabilities, including Agentforce and Prompt Builder.
• Manage CRM case queues, workload prioritization, backlog, sprint planning, and delivery using Agile/Scrum practices.
• Act as an escalation point for complex or high-priority Salesforce issues.
• Partner with business stakeholders, analysts, and developers to translate business needs into effective Salesforce solutions.
• Support requirements gathering, solution design, UAT, releases, and post-deployment validation.
• Mentor CRM Analysts and promote consistent standards, governance, documentation, and best practices.

• Salesforce Certified Platform Administrator
• Salesforce Certified Platform App Builder
• 5+ years of Salesforce administration/support experience in complex environments.
• 2+ years leading Salesforce teams or delivery initiatives, including mentoring or coaching.
• Strong experience with Salesforce Flow and process automation.
• Experience with Agile/Scrum, backlog management, and sprint planning.
• Fluent in English and Spanish.
• Strong stakeholder management, communication, analytical, and problem-solving skills.
• Ability to guide technical and architectural discussions without being the primary hands-on developer.
• Comfortable using AI-assisted tools for prompting, testing, troubleshooting, and documentation.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

This is a fully remote job opportunity.

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address.

Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

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