Head of Salesforce and Client Engagement Platforms

Overview

In this senior role, you lead the design and direction of Flagstone’s Salesforce and client engagement platforms to power CRM, service, and communications. You will translate business strategy into scalable platform capabilities, working with executives to balance priorities and set the long-term roadmap. You’ll drive a real-time, 360-degree client view and AI-enabled automation across channels to improve client experiences. This role blends architecture, governance, and cross-functional leadership to deliver measurable value and help Flagstone scale its direct-to-consumer brand.

Pay / Benefits

• Hybrid working
• Competitive bonus scheme
• Flexible benefits budget
• Salary sacrifice options (electric cars, nursery, home technology)
• Around the World work-from-anywhere scheme
• Mental wellbeing support (therapy) with Spill

Responsibilities

• Set and communicate the multi-year platform roadmap and success metrics for Salesforce and the CRM stack
• Design authority for platform architecture, data model, security, DevOps, and release management
• Own client service and engagement tools, including telephony, chat, and AI-led support
• Establish governance for prioritising changes, data quality, security, GDPR/compliance, and tech debt
• Own data and integration architecture to provide a single client view across systems
• Manage platform budget, vendor relationships, and third-party risk
• Lead and develop a team of architects, developers, administrators, and AI specialists
• Report platform performance, user adoption, ROI, and milestones to the C-suite
• Deliver AI-enabled platform capabilities and agent-based automation across CRM, service, and engagement tools

Key requirements

• Significant experience designing or leading enterprise-scale Salesforce platforms
• Experience with enterprise Salesforce orgs, data and security models, integration patterns, multi-cloud architecture
• Track record delivering multi-year CRM/service/engagement roadmaps with measurable business outcomes
• Deep knowledge of Salesforce across multiple clouds; familiarity with alternatives like Microsoft Dynamics, HubSpot, Zendesk
• Experience with AI-led CX tools and agent-based automation; controls for customer outcomes
• Strong stakeholder management with executive-level collaboration and ability to balance competing priorities
• Leadership experience managing internal teams, vendors, budgets, and agile change programs

• Stakeholder management
• Strategic thinking
• Collaborative leadership
• Salesforce (multi-cloud), data model & security, integration patterns
• Platform architecture, DevOps, release management
• CRM/engagement tools integration (telephony, chat)

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