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With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.
The Head: CRM Enablement scopes and implements the CRM strategy and drives the change to move Absa CIB from limited Salesforce utilisation to an embedded, fully integrated CRM platform for pipeline management, client planning, management of CSTs and end-to-end relationship management with analytical tools and dashboards that drive accountability. The role is accountable for end-to-end client management enablement across CIB, acting as a strategic SME for Salesforce/CRM governance, client data integrity, sharing and access models, analytics enablement, and compliance-aligned client processes. The position bridges business, compliance, and technology, ensuring that client coverage teams are supported by scalable, governed, and insight-driven CRM capabilities that align to regulatory requirements and CIB strategy. The role holder leads a dedicated CRM enablement team and is accountable for the Salesforce platform roadmap, CRM programme budget, vendor and technology partner relationships, data quality and integration architecture, and measurable adoption outcomes across all CIB divisions and regions. The role also owns the AI and automation strategy for CRM, ensuring the platform evolves in line with market-leading capabilities and delivers quantifiable business value.
Act as CIB CRM Subject Matter Expert, providing strategic direction on client data models, relationship hierarchies, and operating principles.
Define and maintain CRM frameworks that support client coverage, revenue attribution, and executive reporting.
Drive consistency of client representation across divisions (IB, TxB, Markets).
Create high levels of trust in CRM as system of record.
Own the client data quality framework including golden source definitions, duplicate management, data enrichment, and data lineage and auditability requirements.
Define and govern the integration architecture between Salesforce and upstream/downstream systems including core banking, KYC/AML, trade booking, and finance/revenue systems.
Own CRM sharing and visibility models across CIB, including role hierarchy design, client team access, opportunity and BRC permissions. Reduce compliance risk through governed access and visibility.
Partner closely with Compliance, Risk, and IT to ensure all models are approved, auditable and aligned to insider / permanent insider requirements.
Act as escalation point for complex access, structure, or governance decisions.
Enable Compliance teams to become increasingly self-sufficient through defined sharing models, exception reporting, controlled access mechanisms.
Ensure CRM record-keeping practices meet compliance and regulatory requirements for client interaction logging and audit trail obligations.
Manage cross-border data residency obligations including POPIA and other regulatory considerations for a global role operating across multiple jurisdictions.
Maintain audit readiness and support internal audit and regulatory examinations relating to CRM data and access controls.
Own the Salesforce CRM roadmap and release planning process, prioritising features in alignment with business strategy and coverage requirements (ownership of prioritisation across full CIB – translating all product, sectors and regional demand into prioritised BOW) .
Act as the primary business interface to technology delivery teams, translating business requirements into technical specifications and user stories for sprint-based delivery. Sign off the business requirements, user acceptance and benefits realization.
Manage the relationship with Salesforce as a strategic vendor, including licensing optimisation, contract management, and evaluation of new platform capabilities (Data Cloud, Financial Services Cloud, Agentforce).
Oversee third-party system integrator relationships where applicable, ensuring quality of delivery, knowledge transfer, and value for money.
Define and enforce platform governance standards including development standards, release management, sandbox strategy, and technical debt management.
Own the CRM programme budget including Salesforce licensing costs, system integrator spends, internal headcount, and discretionary change investment.
Build and present business cases and ROI models for CRM investment to Exco and divisional leadership.
Track and report on cost-to-serve metrics and demonstrate quantifiable value delivered by the CRM platform.
Optimise Salesforce licence utilisation and identify opportunities to reduce total cost of ownership.
Lead the enablement of executive-grade client insights and analytics, including engagement dashboards, revenue and pipeline reporting, forecasting and executive scorecards.
Translate business and coverage requirements into CRM-driven insight solutions.
Partner with Coverage, Finance, and Exco stakeholders to ensure insight outputs are relevant, trusted, and actionable.
Define data visualisation and reporting standards to ensure consistency, accuracy and self-service capability across CIB.
Drive continuous improvement and innovation within the team.
Contribute to long-term CRM and client data strategy at divisional and group level.
Lead the evaluation and deployment of AI-enabled CRM capabilities including Salesforce Einstein AI, Agent force, predictive analytics, and next-best-action recommendations.
Identify and implement automation opportunities for client workflows such as automated client review triggers, pipeline progression alerts, and compliance-driven notifications.
Monitor Salesforce platform evolution and assess emerging capabilities (Revenue Intelligence, Tableau CRM, Data Cloud) for CIB-specific application.
Establish an innovation pipeline and proof-of-concept framework to test new CRM capabilities before enterprise-wide rollout.
Influence and communicate across all levels of the business to minimise resistance to change and drive adoption of CRM capabilities across CIB.
Design and deliver a structured training and enablement programme tailored by persona (senior bankers, analysts, coverage heads, compliance, operations).
Establish and manage a CRM champion network across regions and divisions to drive peer-led adoption and feedback.
Define, track, and report on user adoption metrics and targets by division, region, and user cohort.
Develop targeted resistance management strategies for senior stakeholder groups.
Build, lead, and develop a high-performing CRM enablement team comprising business analysts, Salesforce administrators/developers, data analysts, and training/adoption specialists.
Define the team operating model (centralised, embedded, or hub-and-spoke) aligned to CIB coverage structure and regional requirements.
Drive talent development, succession planning, and performance management within the team.
Foster a culture of accountability, continuous learning, and business-first problem solving.
Build trust-based relationships with the global coverage team, product, technology, compliance and other strategic partners.
Ensure alignment, shared ownership and collaboration across CIB and Group as applicable.
Manage relationships with key stakeholders to support aligned delivery and issue resolution.
Ensure stakeholder expectations are managed, and engagement is consistent with transformation priorities.
Represent CRM enablement in CIB governance forums, steering committees, and executive reviews.
CRM user adoption rates by division, region, and user cohort (target: >85% active usage).
Data quality scores across client records (completeness, accuracy, deduplication).
Pipeline visibility and forecast accuracy improvement over baseline.
Delivery against CRM roadmap milestones (on-time, on-budget).
Stakeholder satisfaction (NPS or periodic survey) from coverage, compliance, and leadership stakeholders.
Compliance and audit findings related to CRM data, access, and record-keeping (target: zero material findings).
Salesforce licence utilisation and cost-per-user optimisation.
Time-to-value for new CRM feature deployments.
Team engagement and retention metrics.
B-degree preferred (Commerce, Information Systems, Engineering, or related discipline).
Salesforce certifications preferred: Administrator, Platform App Builder, or Financial Services Cloud Consultant.
10+ years in Financial Services with experience in CRM/Salesforce implementations in a complex banking environment.
Experience leading cross-regional programmes.
Demonstrated understanding of CIB operating models and client coverage structures.
Exposure to digital transformation and data-driven decision making.
Minimum 5 years in a business-facing CRM, digital enablement, or platform ownership role (not purely technology delivery).
Proven experience with Salesforce Financial Services Cloud in a banking or capital markets environment.
Track record of driving CRM adoption in resistant, senior-stakeholder environments.
Experience managing cross-functional teams of 8+ people (business analysts, developers, data analysts).
Experience working at the intersection of front-office, compliance, and technology in a regulated environment.
Demonstrated ability to manage programme budgets of >$1m and present business cases to executive leadership.
Communication
Influence
Creativity and Innovation
Delivering Results
Collaboration
Strategic Thinking — ability to translate strategy into executable plans and prioritised roadmaps.
Commercial Acumen — business case development, ROI modelling, and cost-benefit analysis.
Resilience and Adaptability — ability to navigate ambiguity, organisational politics, and competing priorities in a matrix environment.
People Leadership — team building, coaching, performance management, and talent development.
Salesforce platform architecture, configuration, and customisation (functional, not necessarily hands-on development).
CRM data modelling, API integration patterns, and enterprise data architecture principles.
Analytics and business intelligence tooling (Tableau, Salesforce Reports & Dashboards, CRM Analytics).
Programme and project management methodologies (Agile, hybrid, waterfall) and tools.
Postgraduate Degrees and Professional Qualifications
Absa Bank Limited is an equal opportunity, affirmative action employer. In compliance with the Employment Equity Act 55 of 1998, preference will be given to suitable candidates from designated groups whose appointments will contribute towards achievement of equitable demographic representation of our workforce profile and add to the diversity of the Bank.
Absa Bank Limited reserves the right not to make an appointment to the post as advertised
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Absa Bank is a South African financial services provider offering retail, business, corporate, and investment banking, as well as wealth management and insurance. Part of Absa Group, it serves individuals and businesses across Africa through digital and branch-based channels.
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