Salesforce Service Cloud Lead
- Location
- Greater London, England, United Kingdom
Salesforce Service Cloud transformation programmes and customer service modernisation initiatives. Deep understanding of customer service operations, including: Contact centre and call centre operations Case management Omnichannel service Workforce productivity Knowledge management Digital self‐service Customer support operating models Service metrics and performance management Proven ability to engage and influence … conduct strategic conversations with CIO‐level stakeholders on customer service technology, organisational transformation and AI adoption. Strong understanding of Salesforce Service Cloud capabilities, including Case Management, Omnichannel Routing, Digital Engagement, Knowledge, Field Service integration, Service Intelligence and Contact Centre transformation. Experience defining service transformation strategies that combine process improvement ...