Head CIB CRM Enablement

The Head: CRM Enablement scopes and implements the CRM strategy and drives the change to move Absa CIB from limited Salesforce utilisation to an embedded, fully integrated CRM platform for pipeline management, client planning, management of CSTs and end-to-end relationship management with analytical tools and dashboards that drive accountability. The role is accountable for end-to-end client management enablement across CIB, acting as a strategic SME for Salesforce/CRM governance, client data integrity, sharing and access models, analytics enablement, and compliance-aligned client processes.

• Act as CIB CRM Subject Matter Expert, providing strategic direction on client data models, relationship hierarchies, and operating principles.
• Define and maintain CRM frameworks that support client coverage, revenue attribution, and executive reporting.
• Drive consistency of client representation across divisions (IB, TxB, Markets).
• Create high levels of trust in CRM as system of record.
• Own the client data quality framework including golden source definitions, duplicate management, data enrichment, and data lineage and auditability requirements.
• Define and govern the integration architecture between Salesforce and upstream/downstream systems including core banking, KYC/AML, trade booking, and finance/revenue systems.
• Own CRM sharing and visibility models across CIB, including role hierarchy design, client team access, opportunity and BRC permissions. Reduce compliance risk through governed access and visibility.
• Partner closely with Compliance, Risk, and IT to ensure all models are approved, auditable and aligned to insider / permanent insider requirements.
• Act as escalation point for complex access, structure, or governance decisions.
• Enable Compliance teams to become increasingly self-sufficient through defined sharing models, exception reporting, controlled access mechanisms.
• Ensure CRM record-keeping practices meet compliance and regulatory requirements for client interaction logging and audit trail obligations.
• Manage cross-border data residency obligations including POPIA and other regulatory considerations for a global role operating across multiple jurisdictions.
• Maintain audit readiness and support internal audit and regulatory examinations relating to CRM data and access controls.
• Own the Salesforce CRM roadmap and release planning process, prioritising features in alignment with business strategy and coverage requirements.
• Act as the primary business interface to technology delivery teams, translating business requirements into technical specifications and user stories for sprint-based delivery.
• Manage the relationship with Salesforce as a strategic vendor, including licensing optimisation, contract management, and evaluation of new platform capabilities.
• Own the CRM programme budget including Salesforce licensing costs, system integrator spends, internal headcount, and discretionary change investment.
• Lead the enablement of executive-grade client insights and analytics, including engagement dashboards, revenue and pipeline reporting, forecasting and executive scorecards.
• Drive continuous improvement and innovation within the team.
• Influence and communicate across all levels of the business to minimise resistance to change and drive adoption of CRM capabilities across CIB.
• Build, lead, and develop a high-performing CRM enablement team.
• Build trust-based relationships with the global coverage team, product, technology, compliance and other strategic partners.

• B-degree preferred (Commerce, Information Systems, Engineering, or related discipline).
• Salesforce certifications preferred: Administrator, Platform App Builder, or Financial Services Cloud Consultant.
• 10+ years in Financial Services with experience in CRM/Salesforce implementations in a complex banking environment.
• Experience managing cross-functional teams of 8+ people.
• Demonstrated understanding of CIB operating models and client coverage structures.
• Minimum 5 years in a business-facing CRM, digital enablement, or platform ownership role.