Head of Salesforce and Client Engagement Platforms

Who we are Flagstone is one of Europe's leading cash deposit marketplaces. Our clients open one account and gain access to 400+ deposit accounts from 70+ banks and building societies. Our clients span individuals, business leaders, charities, entrepreneurs, and guardians of family wealth. We've been profitable for three consecutive years. In March 2024 we secured a £108 million investment from Estancia Capital Partners, bringing total funding raised to £150 million alongside OMERS Ventures and Kindred Capital. We're now around 400 people. Our strategy is to broaden our client base across upper-affluent individuals and UK SMEs, extend our product line, and establish Flagstone as a well-known direct-to-consumer brand. The Role We are looking for a senior, commercially minded Head of Salesforce & Client Engagement Platforms to own and design the platforms that power our CRM, client service, and engagement capabilities. Salesforce is one of our most strategic platforms, and teams across the business rely on it to hit their goals. A big part of this role is working with our executive and senior leadership teams to balance competing priorities, make clear calls on what matters most, and set the direction for where our platforms go next. You will turn the strategies set by our business leaders, including our CRM strategy, into platform capabilities that help our commercial and service teams succeed. Our core platform is Salesforce, supplemented by best-of-breed support, telephony, communication, and engagement tools. We choose the right tool for each job rather than relying on a single vendor. There's a big opportunity ahead. We want to build a real-time, 360 view of every client, so we can give them timely, relevant information across email, SMS and our other channels. Getting there is complex, covering vendors, architecture, data and design, and this role will own the long-term view of how we get there, with AI at the centre. You will lead a multidisciplinary team, with a strong focus on AI and agent-based automation. In your first year, you'll set a clear multi-year roadmap, earn the trust of leaders across the business, and deliver measurable gains through AI and automation. What you'll own Stakeholder Leadership & Prioritisation: Build trusted relationships with leaders across Sales, Marketing, Operations, Client Services, Product, and CRM and Digital, including members of our executive and operating committees. Balance competing requests, agree delivery priorities with senior leadership, and hold a clear line on what gets done and why. Strategy & Roadmap: Shape the long-term platform strategy, roadmap, and performance metrics for Salesforce and the wider CRM, client service, and engagement stack, working in close partnership with our technology leadership. Make build, buy, or integrate decisions in line with business strategy. Platform Architecture & Design: Act as the design authority for Salesforce and the wider engagement stack. Own the target architecture, org strategy, data model, and security model, and set the design standards and best practices that the team and delivery partners follow, including environment strategy, DevOps, and release management. Review and approve significant solution designs so the platform scales, performs, and stays easy to maintain. Client Service & Engagement: Own our client service and engagement tools, including telephony and chat channels, and AI-led support platforms, and make sure they work with the CRM to give clients a consistent experience. Platform Governance: Build and enforce a governance framework to prioritise change requests, manage technical debt, keep the platform stable, and ensure data security, data quality, and compliance with GDPR and our regulatory obligations, including Cons