Headquarters: Centro Corporativo el Cafetal, Heredia, Heredia, Costa Rica

URL: http://experian.com

Company Description

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. 

Job Description

The Salesforce CRM Team Lead will work within the Global CRM team to raise the operational maturity of our Salesforce platform and the team that supports it. You will support multiple business units and processes across Salesforce capabilities—including Experience Cloud and CPQ—as well as connected marketing automation, automated testing, and enterprise data warehouse platforms. 
You will combine advanced Salesforce administration, delivery management, data quality, process standardization, stakeholder partnership, and team leadership. The successful candidate will work with business stakeholders, analysts, developers, and CRM colleagues to improve service consistency and deliver scalable, high-quality solutions. 
Salesforce Platform Leadership 

• Configure and maintain Salesforce using declarative tools, including custom objects, fields, page layouts, record types, validation rules, picklists, approval processes, and advanced Flow automation. 

• Lead root cause analysis and design scalable solutions for increasingly complex business requirements. 

• Oversee the configuration, testing, deployment, and ongoing support of Salesforce AI capabilities, including Agentforce agents, Prompt Builder solutions, and intelligent automation features. 

• Stay current with Salesforce platform capabilities and proactively recommend improvements. 

Delivery Management and Operational Excellence 

• Monitor case queues and team workloads, assigning or reallocating work as needed to support timely resolution and appropriate case coverage. 

• Collaborate with regional contacts to prioritize case assignments, ensuring the Global Salesforce team delivers effective user support and meets service requirements. 

• Coordinate Scrum-based backlog management, sprint planning, and work prioritization across the CRM support team. 

• Improve and maintain process documentation, Salesforce Knowledge articles, and support communications to promote service consistency and user adoption. 

Business Partnership 

• Build trusted relationships with business stakeholders, development teams, and cross-functional partners. 

• Translate business needs into scalable Salesforce solutions and communicate effectively across technical and business audiences. 

• Participate in requirements gathering, solution design discussions, User Acceptance Testing (UAT), release activities, and post-deployment validation. 

• Support informed decision-making through strong analytical and problem-solving skills. 

Team Development and Leadership 

• Mentor and coach CRM Analysts and other teammates, reinforcing established standards, governance, and operational best practices. 

• Model accountability and professionalism while fostering a culture of continuous improvement and customer-focused service. 

• Act as the escalation point for complex cases, providing hands-on support for critical or high-priority user issues when needed. 

Regional Business Support 

• Strengthen multilingual support in English and Spanish across North American and Latin American user communities. 

• Improve response times by serving as the CRM team’s first resource based in a North American time zone. 

• Expand regional collaboration with business stakeholders across Latin America. 

Qualifications

• Salesforce Certified Platform Administrator 

• Salesforce Certified Platform App Builder 

• 5+ years of experience administering or supporting Salesforce in complex, multi-business-unit environments. 

• 2+ years of experience leading Salesforce administration teams or delivery initiatives, including mentoring or coaching colleagues. 

• Demonstrated experience with Salesforce Flow automation and process optimization. 

• Experience with Scrum or other Agile delivery methodologies, including backlog management and sprint planning. 

• Fluency in English and Spanish. 

• Excellent written and verbal communication skills, with the ability to translate business needs into system solutions, explain complex technical concepts clearly, and influence decisions across Sales, Marketing, and Finance. 

• Ability to guide architectural discussions and technical direction without serving as the primary hands-on developer. 

• Comfort incorporating AI-assisted solutions into day-to-day workflows, including prompting, testing, debugging, and documentation. 

• Strong analytical and problem-solving skills, with the ability to perform root cause analysis on complex issues. 

• Ability to manage multiple priorities and competing demands in a fast-paced environment. 

Additional Information

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