Service Lead

Omega CRM, A Merkle Company; Madrid; Híbrido; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Permanent contract

Flexible schedule

Certifications plan

Home Office

Transport benefits

Health insurance

Professional development

Descripción de la vacante

Omega CRM, a Merkle Company, is a global digital firm helping brands optimize their Customer Experience through Salesforce-driven services. The role centers on leading delivery of Salesforce projects, from pre-sales design to ongoing management, ensuring objectives are met within time, cost, and quality constraints.

The candidate will liaise with clients, translate requirements for delivery teams, and oversee project progress, risk management, and continuous improvement initiatives.

Formación

• Proven Salesforce consultant experience (4+ years).
• Strong client-facing communication and requirement translation.
• Experience with Agile (Scrum/Kanban) project delivery.
• Excellent presentation and status-update skills.

Responsabilidades

• Provide pre-sales support: solution design, estimation and planning.
• Translate client goals into technical delivery with the service team.
• Plan, assign and supervise tasks across dedicated teams; monitor progress and budget.
• Manage change requests and keep stakeholders informed on schedule and scope.
• Ensure customer satisfaction and drive service improvements.

Conocimientos

Salesforce Expertise

Client Interlocution

Agile Methodologies

English Communication

Herramientas

Salesforce CRM

Descripción del empleo

The purpose of this role is to drive and oversee the delivery of the assigned projects to ensure that the objectives are clearly defined and achieved within the agreed time, cost and quality constraints.

Job Description

Omega CRM, a Merkle & Dentsu company, is a leader in Customer Experience services with over 20 years of experience leveraging technology for marketing and driving innovative customer relationships.

Main Responsibilities

• Provide support in Pre-sales tasks for assigned accounts: Solution design, estimation, planning, and assumptions.
• Share the client's vision, goals, and expectations with the service team.
• Allocate and supervise tasks for dedicated teams, managing assignments, vacations, and absences during the service.
• Manage service progress to ensure deadlines, scope, and budget are met.
• Facilitate change requests to ensure all parties are informed about schedule and budget impacts.
• Provide visibility of service progress to the client and the Client Lead, leading follow-up meetings.
• Alert operations management about potential deviations.
• Supervise all incoming and outgoing service documentation.
• Lead the resolution of problems arising from service evolution.
• Pursue customer satisfaction regarding the service.
• Ensure service objectives are met, subsequently evaluating the service to identify successful and unsuccessful elements.
• Responsible for sending customer satisfaction surveys regarding the service.
• Identify potential Up & Cross Selling opportunities for the account.

Requirements & Experience

• Salesforce Expertise: +4 years of proven experience as a Salesforce Consultant or in a similar role within the Salesforce ecosystem.
• Client & Team Interlocution: Proven experience in client-facing roles, acting as a key point of contact to translate business requirements into technical solutions and aligning client vision with technical delivery teams.
• Agile Methodologies: Demonstrated hands-on experience working with Agile methodologies (Scrum/Kanban) to manage project scope, timelines, and deliverables.
• Communication & Presentation: Strong communication, negotiation, and presentation skills, with a track record of leading client meetings and executive status updates.
• Language Proficiency: Intermediate-High level of English (B2/C1 equivalent), fully proficient in reading, writing, listening, and speaking within professional business contexts.

Desirable / Value-Add Skills (Pluses)

• Salesforce Certifications: Active Salesforce certifications (e.g., Administrator, Business Analyst, or Sales/Service Cloud Consultant).
• Multi-Cloud Exposure: Hands-on experience with specific Salesforce Clouds (e.g., Service Cloud, Sales Cloud, Marketing Cloud); experience across multiple Salesforce Clouds is highly welcome.

What Do We Offer

• Permanent contract.
• Flexible Schedule. We make it easy. Balance your professional and personal life.
• Certifications plan. Improve your skills and get the official certificate from our main partners.
• Home Office. You decide and we support you.
• Flexible retribution (public transport ticket, Ticket restaurant, …).
• Health insurance.
• OMEGA in action. Our commitment to a better society is not just an intention
• Professional development: Evolve, grow and get where you want to go.

About Us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI.
Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.
With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.
We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non‑Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.
Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).
At Omega CRM, we believe in growth through people – guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.
#OMEGA

Location

Madrid

Brand

Omega

Time Type

Full time

Contract Type

Permanent