CRM Business Transformation Lead
Smiths Group · Hemel Hempstead, England, United Kingdom · hybrid
Every minute of every day, Smiths Detection’s threat detection and security screening technology helps to protect people and infrastructure, making the world a safer place.
Smiths Detection is a global leader in the development, manufacture and management of security and detection solutions designed to make the world a safer place. Our technology provides threat detection and screening solutions for customers in our key markets: aviation, ports and borders, defence, and urban security.
Our expertise spans 21 global offices, seven manufacturing sites and five R&D centres, with a global network of 3,500 dedicated colleagues contributing towards over 40 years at the frontline of advances in safety and security.
This results in careers built on variety and the opportunity to work on a range of state-of-the-art solutions, where you can develop your knowledge and experience every day.
Smiths Detection is embarking on a significant global commercial transformation, implementing Salesforce CRM to create a single, standardised platform for customer management, sales effectiveness, forecasting, pipeline visibility and commercial decision-making.
We are seeking an experienced CRM Business Transformation Lead to take ownership of the business side of this implementation. This is not a technical Salesforce administration or IT delivery role. Instead, you will act as the senior business lead, ensuring Salesforce delivers meaningful commercial value, drives adoption and supports the way our sales teams operate across the organisation.
This is a high-profile position requiring strong commercial leadership, stakeholder management and transformation experience within a complex global business.
It will also include extensive travel across US, Europe and APAC and can be based from Hemel Hempstead or London.
What You'll Be Doing
As the CRM Business Transformation Lead, you will lead the business implementation of Salesforce from requirements definition through to deployment, adoption and long-term governance.
Key responsibilities include:
- Acting as the business lead for the Salesforce programme and primary interface between commercial teams, leadership, IT and external implementation partners.
- Leading the redesign and standardisation of commercial processes including lead management, opportunity management, forecasting, pipeline management and account planning.
- Defining and prioritising business requirements to ensure Salesforce is aligned to commercial objectives.
- Driving business readiness activities, ensuring teams are prepared for new ways of working before launch.
- Developing and executing change management, communication and training strategies to maximise adoption.
- Establishing governance structures, ownership models and ongoing operating processes for Salesforce.
- Managing implementation partners and holding them accountable for delivery against agreed scope, timelines and budgets.
- Leading stakeholder engagement across sales, marketing, service, finance, legal, digital and IT teams.
- Defining adoption metrics, success measures and benefits realisation plans to demonstrate return on investment.
What We're Looking For
To be successful in this role, you will bring:
- Experience leading at least one full Salesforce CRM implementation from business requirements through to deployment and user adoption.
- A strong background within Commercial Excellence, Sales Operations, Revenue Operations, Customer Experience, Business Transformation or a similar commercial function.
- Proven experience driving organisational change and embedding new processes across complex environments.
- Strong understanding of sales and commercial processes including forecasting, customer management, pipeline management and performance reporting.
- Experience working with external implementation partners, systems integrators and third-party vendors.
- Excellent stakeholder management skills, with the ability to influence both executive leaders and frontline users.
- Strong programme governance, planning and risk management capabilities.
- Knowledge of customer data management, reporting and analytics.
The Ideal Candidate
We are looking for someone who understands that CRM is much more than a technology platform. You will be passionate about commercial effectiveness, process improvement and user adoption. You will be comfortable challenging established ways of working, driving alignment across diverse stakeholder groups and ensuring Salesforce becomes an embedded part of how the business operates globally.
Why Join Us?
This is an opportunity to lead a business-critical transformation programme with significant visibility across the organisation. You will play a pivotal role in shaping how commercial teams manage customers, improve forecasting accuracy, drive greater sales effectiveness and realise measurable value from a major strategic investment.
If you have a track record of delivering successful Salesforce-enabled business transformation programmes and are looking for an opportunity to make a lasting impact, we'd like to hear from you
- Proven experience leading at least one full Salesforce CRM implementation from business requirements through to deployment and adoption in a global organisation.
- Strong commercial background gained within Sales, Commercial Excellence, Customer Experience, Revenue Growth, Business Transformation, or similar functions.
- Demonstrable experience leading organisational change and user adoption programmes.
- Experience managing complex cross-functional projects involving multiple stakeholders.
- Strong understanding of commercial business processes including sales pipeline management, forecasting, customer management, and performance reporting.
- Experience working with external system implementation partners and vendors.
- This is a business-led role: hands-on Salesforce configuration, development, and technical administration are not required and will be provided by the IT/Digital team.
- Knowledge of customer data management, reporting, and analytics
- Excellent stakeholder management and influencing skills.
- Ability to communicate effectively with both executive leadership and frontline users.
- Strong project governance, risk management, and planning capabilities.
Join us and we’ll help build your career, with excellent training and opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing. You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.
Join us and work for a world-leader, with the benefits and training to reward your dedication and skills. Be part of a team where we are making the world a safer place.
We believe that different perspectives and backgrounds are what make a company flourish. All qualified applicants will receive equal consideration for employment regardless of color, religion, sex, sexual orientation, gender identity, national origin, economic status, disability, age, or any other legally protected characteristics. We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
At no time during the hiring process will Smiths Detection, nor any of our recruitment partners ever request payment to enable participation – including, but not limited to, interviews or testing. Avoid fraudulent requests by applying jobs directly through our career’s website.