About the Role:

Grade Level (for internal use):

Head of Customer and Commercial Platforms

Position Overview

We are seeking a visionary, hands-on leader with a systems mindset to bring coherence, clarity and scale to our Customer and Commercial Platforms Portfolio. This includes Salesforce, the related ecosystem, data and operating teams supporting a $5b business and over 5,000 users across sales, account management, customer service, and business management.

This role requires strong product and business leadership, as well as cross-functional collaboration to establish a cohesive solutions strategy and user engagement model, and to ensure technology investments, data and user experience align with evolving needs of a global business. The role oversees a portfolio that spans a diverse set of tools and workflows across global teams.

Key Responsibilities:

Vision & Strategy

• Champion a unified digital transformation strategy that modernizes and integrates customer and commercial systems across global teams.
• Define and articulate the long-term vision, strategy, and roadmap for the Customer and Commercial Solutions portfolio. Drive simplification and clarity across a fragmented landscape of commercial tools and processes.
• Ensure solutions align with global business needs and support operational excellence across sales, service, and delivery.

Product Leadership

• Act as a strategic partner, evaluating emerging solutions, codesigning architecture with engineering, and driving evolution and innovation.
• Build and lead a high performing product, data and operational support team, fostering a culture of accountability, collaboration and continuous learning.
• Embed data, user experience and process thinking into product development to maximize impact.
• Lead the full product lifecycle with rigor and discipline, oversee prioritization and execution of enhancements and new capabilities while advancing long-term strategy.

Data Governance & Leadership

• Define and implement data governance frameworks to ensure accuracy, consistency, and compliance across all customer and commercial data sources.
• Oversee integration of customer and commercial data between multiple systems (CRM, ERP, analytics platforms) to create a unified, actionable view.
• Establish data quality standards and monitoring processes to maintain integrity and reliability of customer and commercial datasets.

User Experience & Engagement

• Define and champion a customer-centric vision that ensures seamless, intuitive experiences across all digital and physical touchpoints.
• Lead the design and optimization of user journeys across multiple personas to maximize engagement.
• Develop strategies to personalize experiences using data-driven insights, ensuring relevance and value for diverse personas.
• Implement feedback loops and voice-of-customer programs to continuously improve usability and engagement based on real user input.
• Drive adoption and engagement of digital platforms through intuitive design, accessibility standards, and innovative interaction models.
• Monitor and analyze engagement metrics to identify trends, opportunities, and areas for improvement in customer experience.

Cross-Functional Leadership

• Operate effectively within a matrix organization, collaborating with technology, operations, sales, and customer experience teams, as well as customer groups across multiple functions.
• Lead and inspire cross-functional teams to deliver high-impact solutions.

Stakeholder Engagement

• Build and maintain strong relationships with internal and external stakeholders, including business leaders, technology partners, and global teams.
• Act as a strategic partner to senior executives, translating customer and commercial team needs into scalable technology solutions.
• Champion the voice of customers, ensuring solutions drive measurable business and experience outcomes.

Governance & Performance

• Establish governance frameworks to ensure compliance, scalability, and performance of systems.
• Monitor KPIs and drive continuous improvement initiatives.
• Manage budgets to deliver on business objectives.

Qualifications Experience

• 15+ years of progressive experience in product management, with at least 5 years in a senior leadership role.
• Leadership through large-scale transformation or modernization efforts (example: CRM re-platforming)
• Proven track record managing complex product portfolios in global organizations.
• Deep unde