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Flagstone is a profitable, Europe-leading cash deposit marketplace that connects clients (individuals, businesses, charities, and wealth managers) to 400+ deposit accounts across 70+ banks and building societies. The company has raised £150 million in funding and employs around 400 people. It is pursuing growth in upper-affluent individuals and UK SMEs, product expansion, and direct-to-consumer brand recognition.
You will lead the design and ownership of Flagstone's CRM, client service, and engagement platforms, with Salesforce as the strategic core. This is a high-impact role requiring you to translate business strategy into platform capabilities that empower commercial and service teams. You will own a multidisciplinary team focused on AI and agent-based automation, and work closely with executive and senior leadership to balance competing priorities and set platform direction.
Key responsibilities include:
• Stakeholder Leadership & Prioritisation: Build trusted relationships with leaders across Sales, Marketing, Operations, Client Services, Product, and CRM/Digital. Balance competing requests, agree delivery priorities with senior leadership, and maintain clear lines on what gets done and why.
• Strategy & Roadmap: Shape long-term platform strategy, roadmap, and performance metrics for Salesforce and the wider CRM, client service, and engagement stack in partnership with technology leadership. Make build, buy, or integrate decisions aligned with business strategy.
• Platform Architecture & Design: Act as design authority for Salesforce and engagement stack. Own target architecture, org strategy, data model, security model, design standards, best practices, environment strategy, DevOps, and release management. Review and approve significant solution designs to ensure scalability, performance, and maintainability.
• Client Service & Engagement: Own client service and engagement tools (telephony, chat, AI-led support platforms) and ensure they integrate with CRM to deliver consistent client experience.
• Platform Governance: Build and enforce governance framework to prioritise change requests, manage technical debt, maintain platform stability, and ensure data security, quality, and compliance with GDPR and regulatory obligations including Consumer Duty.
• Data & Integration: Own integration architecture to ensure client data flows reliably between Salesforce, support tools, and core systems, providing teams with a single client view.
• Vendor & Budget Management: Own platform budget, manage vendor relationships and contracts, oversee performance, and manage third-party risk.
• Team Leadership: Lead and develop a team of architects, developers, administrators, configuration experts, and automation/AI specialists.
• Value Realisation: Report on platform performance, user adoption, ROI, and roadmap milestones to the C-suite.
• AI Transformation: Define and deliver AI-enabled platform capabilities, including agent-based automation, across CRM, service, and engagement technology.
Requirements:
• Senior Stakeholder Management: Track record of building trust with C-suite and senior leaders, balancing competing business priorities, and constructively challenging requirements. Comfortable holding ground and bringing technical and commercial teams together around shared direction.
• Experience: Significant experience designing, owning, or leading enterprise-scale Salesforce platforms in commercial or tech-enabled businesses.
• Architecture & Platform Design: Experience designing and setting up enterprise Salesforce orgs, including data and security models, integration patterns, multi-cloud architecture, and environment/release management. Clear understanding of Salesforce best practices and track record of setting design standards and fixing poorly designed platforms.
• Strategic Track Record: Proven success defining and delivering multi-year platform strategy and roadmap for CRM, service, or engagement technology with measurable business outcomes.
• Functional Depth: Deep knowledge of Salesforce across multiple clouds and experience with other CRM and customer service platforms (Microsoft Dynamics, HubSpot, Zendesk). Experience with AI-led CX tools such as Lorikeet is a strong advantage.
• AI & Automation: Experience delivering AI and agent-based automation in customer service or engagement settings, including controls to protect customer outcomes.
• Commercial & Service Acumen: Strong grasp of commercial and client workflows (partner/pipeline management, onboarding, retention, service journeys) and how platform choices (including telephony) affect agent productivity and customer outcomes.
• Leadership & Governance: Proven experience managing internal technical teams, vendors, budgets, and change programmes in agile environments.
