Salesforce CRM Success Manager

AXA Group; Ipswich, Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading global insurance provider is seeking a Salesforce CRM Success Manager based in the UK. This role is pivotal in executing their CRM strategy, providing support to the GTM Strategic Initiatives team. The ideal candidate should have excellent communication skills, a background in business analysis, and the ability to drive change. Responsibilities will include shaping strategic priorities, managing stakeholder expectations, and ensuring CRM initiatives align with business goals. This is an opportunity to significantly impact the GTM transformation.

Benefits

Flexible working arrangements

Enhanced family benefits

Inclusive company culture

Qualifications

• Proven ability to shape strategic initiatives and transformations.
• Experience in conducting business analysis for CRM platforms.
• Ability to create executive materials and insights.

Responsibilities

• Shape GTM transformation priorities and operating model.
• Support Head of GTM Strategic Initiatives in coordination.
• Ensure alignment between strategy and execution.

Skills

Excellent written and verbal communication

Salesforce knowledge

Business analysis background

Problem-solving skills

Interpersonal and influencing skills

Comfort with ambiguity

Collaborative mindset

Initiative and self-starter

Passionate about technology

Job description

Salesforce CRM Success Manager

London or Ipswich UK, Wroclaw Poland

This role sits at the heart of our Salesforce CRM evolution, offering hands‑on involvement in strategy, design, intelligence and day‑to‑day support across Underwriting and Distribution. The Salesforce CRM Success Manager provides high‑impact analytical, strategic and operational support to the Head of GTM Strategic Initiatives.

Acting as a trusted advisor, problem‑solver, the role helps shape GTM Journey transformation priorities, supports day‑to‑day decision‑making and makes sure CRM and digital initiatives deliver commercial outcomes.

You will work across business analysis, operating model design, insight generation, and cross‑functional coordination. Through this, you will help to make sure Salesforces becomes the trusted, consistent way of working across AXA XL and GTM transformation is delivered with clarity, discipline and pace.

This role is critical to the success of the GTM transformation and plays a pivotal role in ensuring CRM platform value is fully realized.

What you’ll be doing

• Act as a partner in shaping GTM transformation priorities, sequencing, and operating model evolution.
• Provide direct support to the Head of GTM Strategic Initiatives as the connective tissue between business strategy, Regions and programme delivery.
• Coordinate across the Regional Product Owners, Digital Factory, Regions, and GTM leadership. Make sure strategy and execution remain aligned and business voice is consistently represented.
• Partner with Define & Design analysts to make sure transformation, journey design and business requirement remain aligned to strategy.
• Help to shape, build and own the adoption intelligence framework that measures CRM engagement, login maturity, usage patterns, data quality behaviours, workflow adherence, and pipeline rigour.
• Partner closely with Change Managers to design coaching strategies, communication plans, reinforcement cycles, and capability uplift activities.
• Work with Underwriting and Distribution leaders to identify the behavioural drivers of low adoption and propose targeted solutions.
• Coordinate onboarding and training of new hires using Salesforce CRM across AXA XL.
• Maintain clarity across regions and functions on decision rights, accountability, and execution progress. Identify risks, dependencies, and escalations early, providing structured options for resolution.
• Stay ahead of Salesforce updates and best practices. Apply this to existing capability, guide business users on how to leverage them, and make sure the platform continues to deliver value.
• Take on reasonable additional tasks as required, showing flexibility, initiative, and ownership beyond the core remit. Demonstrate a willingness to step up, adapt, and contribute wherever the team needs support.

You will report to the Head of GTM Strategic Initiatives.

What you’ll bring

We’re looking for someone who has these abilities and skills:

• Excellent written and verbal communication.
• Salesforce knowledge desirable.
• Background in business analysis, strategy, transformation.
• Excellent problem‑solving, structuring, and synthesis skills.
• Ability to prepare executive‑ready materials, narratives, and strategic insights.
• Interpersonal and influencing skills across business and technology.
• High comfort with ambiguity, fast‑paced environments, and managing multiple priorities.
• Team‑oriented with a collaborative mindset.
• Self‑starter and learner who takes the initiative to challenge the status quo.
• Passionate about technology and driving change through new solutions.
• Curious, proactive, and eager to grow beyond administrative tasks.

What we offer

Inclusion

AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic. At AXA XL, we know that an inclusive culture and enables business growth and is critical to our success. That’s why we have made a strategic commitment to attract, develop, advance and retain the most inclusive workforce possible, and create a culture where everyone can bring their full selves to work and reach their highest potential. It’s about helping one another — and our business — to move forward and succeed.

• Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe.
• Robust support for Flexible Working Arrangements.
• Enhanced family‑friendly leave benefits.
• Named to the Diversity Best Practices Index.
• Signatory to the UK Women in Finance Charter.

Learn more at axaxl.com/about-us/inclusion-and-diversity. AXA XL is an Equal Opportunity Employer.

Total Rewards

AXA XL’s Reward program is designed to take care of what matters most to you, covering the full picture of your health, wellbeing, lifestyle and financial security. It provides competitive compensation and personalized, inclusive benefits that evolve as you do.

We’re committed to rewarding your contribution for the long term, so you can be your best self today and look forward to the future with confidence.

Sustainability

At AXA XL, Sustainability is integral to our business strategy. In an ever‑changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future.

Our Pillars:

• Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society – are essential to our future. We’re committed to protecting and restoring nature – from mangrove forests to the bees in our backyard – by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
• Addressing climate change: The effects of a changing climate are far‑reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We’re building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal‑led solutions.
• Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We’re training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
• AXA Hearts in Action: We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL’s “Hearts in Action” programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day – the Global Day of Giving.

For more information, please see axaxl.com/sustainability.

Who we are

AXA XL, the P&C and specialty risk division of AXA, is known for solving complex risks. For mid‑sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data‑driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business – property, casualty, professional, financial lines and specialty.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

Learn more at axaxl.com