CRM Lead

Texnere; San Jose (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

A prominent technology firm located in San Jose, CA is seeking a CRM Lead with over 5 years of experience in CRM leadership and a strong understanding of Oracle Service Cloud. The candidate will be responsible for leading CRM initiatives, managing stakeholder interactions, and overseeing customer service operations. Skills in communication and project management are essential. The role is onsite and offers an opportunity to drive CRM strategies in a dynamic environment.

Qualifications

• 5+ years of experience in CRM leadership or consulting roles.
• Solid understanding of customer service operations and CRM best practices.
• Ability to create detailed functional and technical documentation.

Responsibilities

• Lead CRM strategies and projects across the organization.
• Oversee stakeholder engagements for CRM initiatives.
• Manage CRM and contact center operations to improve customer satisfaction.

Skills

CRM leadership

Oracle Service Cloud

Customer service operations

Communication skills

Stakeholder management

Technical documentation

Project management

Tools

Oracle B2C Service

JavaScript

PHP

MuleSoft

Oracle Integration Cloud

Job description

Overview

CRM Lead - Texnere Americas Inc - San Jose, CA Onsite.

Required Skills

• 5+ years of experience in CRM leadership or consulting roles with Oracle Service Cloud (Fusion).
• Solid understanding of customer service operations and CRM/contact center best practices.
• Strong communication, stakeholder management, and onsite leadership skills.
• Ability to create detailed functional and technical documentation.
• Experience managing projects in cross-functional enterprise environments.

Preferred Skills

• Oracle certifications (e.g., Oracle B2C Service Certified).
• Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud.
• Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud).
• Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys reporting).