Role Purpose The role is accountable for the strategic management, governance, operational excellence, and continuous evolution of the Salesforce platform, which underpins key business capabilities across Client Services, Onboarding, Sales, Marketing, and Operations. The Senior CRM Engineer will act as the technical lead and trusted advisor for the Salesforce ecosystem, ensuring platform reliability, security, scalability, and alignment with business objectives. The role will drive the delivery of transformational CRM initiatives, AI-enabled capabilities, automation programmes, and platform modernization while maintaining robust operational support and governance standards. Key Responsibilities Salesforce Platform Leadership & Ownership • Own the end-to-end Salesforce platform strategy, administration, governance, and operational health. • Provide technical leadership for Salesforce architecture, configuration, security, and platform optimization. • Establish and maintain platform standards, best practices, operating procedures, and governance frameworks. • Lead platform capacity planning, performance monitoring, data quality management, and technical debt remediation. • Drive adoption of new Salesforce capabilities, including AI and automation technologies. Operational Support & Service Management • Provide leadership and oversight for Level 2 and Level 3 support activities across the Salesforce estate. • Ensure timely resolution of incidents, service requests, and production issues in accordance with defined SLAs. • Lead root cause investigations and implement sustainable corrective and preventative actions. • Manage relationships with internal technology teams, third-party vendors, and Salesforce support. • Ensure operational resilience, availability, and continuous service improvement. Solution Delivery & Business Partnership • Partner with senior business stakeholders to understand strategic priorities and translate them into scalable Salesforce solutions. • Lead requirements analysis, solution design, and delivery of CRM enhancements and transformational initiatives. • Provide thought leadership on process automation, customer engagement, AI adoption, and digital transformation opportunities. • Act as the primary technology SME for Salesforce-related business initiatives and projects. • Mentor team members and provide guidance on solution design and platform capabilities. Release, Change & Environment Management • Lead Salesforce release management, deployment governance, and platform upgrade activities. • Oversee CI/CD processes, testing strategies, environment management, and production readiness activities. • Ensure compliance with enterprise change management, risk management, and deployment standards. • Drive release planning and stakeholder communications for platform changes and enhancements. Governance, Risk & Compliance • Own Salesforce governance processes, security controls, access management, and compliance activities. • Lead audit engagements, security assessments, periodic access reviews, and regulatory compliance activities. • Ensure adherence to organizational policies, control frameworks, and Salesforce best practices. • Maintain comprehensive platform documentation, architecture artefacts, and operational procedures. Innovation & Continuous Improvement • Drive continuous improvement initiatives focused on automation, efficiency, user experience, and platform adoption. • Evaluate and implement emerging Salesforce technologies including Agentforce, Einstein AI, Data Cloud, and other strategic capabilities. • Contribute to CRM technology roadmaps, investment planning, and future-state architecture. • Identify opportunities to optimize business processes and reduce operational overhead through technology innovation. Required Skills & Experience Essential • Extensive experience administering, supporting, and enhancing enterprise-scale Salesforce environments. • Strong expertise in Salesforce platform architecture, security model, sharing model, data management, and governance. • Proven experience leading complex CRM initiatives, platform enhancements, and transformational programmes. • Strong knowledge of Salesforce Flow, automation frameworks, reports, dashboards, and advanced platform capabilities. • Experience managing critical production platforms within a large, regulated enterprise environment. • Demonstrated ability to influence senior stakeholders and provide strategic technology direction. • Strong leadership, stakeholder management, communication, and vendor management skills. • Experience working within Agile, DevOps, and product-based delivery models. • Excellent problem-solving, analytical, and decision-making capabilities. Desirable • Deep expertise in Salesforce Service Cloud, Sales Cloud, and Experience Cloud. • Experience with Salesforce Data Cloud, Agentforce, Einstein AI, and AI-driven CRM solutions. • Strong understanding of integration architecture, APIs, middleware, and enterprise data management. • Experience with DevOps, CI/CD pipelines, GitLab, JIRA, ServiceNow, and deployment automation. • Working knowledge of Apex, Lightning Web Components (LWC), and Salesforce development practices. • Experience defining platform roadmaps, governance frameworks, and operating models. Qualifications Essential • Degree in Information Technology, Computer Science, Engineering, Business Information Systems, or equivalent industry experience. • Significant experience managing and supporting enterprise CRM platforms. Preferred • Salesforce Certified Administrator. • Salesforce Advanced Administrator. • Salesforce Platform App Builder. • Salesforce Business Analyst. • Salesforce Service Cloud Consultant. • Salesforce AI Associate or AI Specialist Certification. • Salesforce Application Architect Certification (highly desirable). Career Stage: Manager London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject. If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.