CRM Director

About us:

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Toluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions – faster. For 25 years, we have partnered with the world’s leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first-party panel, and world-class team of leading research experts. Since 2019, we’ve made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale. With 40+ offices worldwide, Toluna operates in 70+ countries, redefining the future of insights. Learn more at and evolve the CRM product vision, roadmap, and delivery, ensuring alignment with business strategy and measurable outcomes.

Act as the primary interface between business stakeholders and technical teams, translating complex business needs into clear user stories, epics, and prioritised backlogs.

Lead CRM discovery sessions across Sales, Research, Operations, Marketing, Finance, and other functions to identify pain points, opportunities, and improvement areas.

Define, maintain, and govern CRM taxonomies, hierarchies, and data models, supporting stakeholders in making the right structural decisions.

Ensure all CRM solutions follow best practices, security standards, and scalable architecture principles.

Coordinate releases, manage dependencies, and proactively communicate changes and impacts to the business.

Define and track success metrics such as user adoption, efficiency gains, revenue impact, and data quality improvements.

Leverage CRM reporting and dashboards to drive insight, transparency, and decision-making.

Identify and implement opportunities for workflow automation, process optimisation, and data quality improvement.

Explore and assess AI-driven CRM capabilities where they create tangible business value.

Champion user experience and adoption, ensuring solutions are intuitive, low-friction, and well-documented.

Lead change management, training, and enablement initiatives, gathering feedback and continuously iterating on the platform.

Your Profile (Skills)

• Extensive, hands-on experience with Salesforce, including deep knowledge of core CRM functionality
• Proven experience owning and delivering product roadmaps for enterprise platforms.
• Strong ability to translate business requirements into technical solutions, user stories, and prioritised backlogs.
• Experience working closely with admins, architects, and developers in agile delivery environments.
• Proven experience driving adoption, change management, and user enablement.
• Excellent analytical, communication, and documentation skills.

Nice-to-Have

• Experience within the insights, research, or data-driven industries.
• Knowledge of databases, system integrations, or wider enterprise architecture.
• Experience evaluating or implementing CRM replacements or proprietary platforms.
• Exposure to AI-driven CRM capabilities or automation initiatives.

Our Values:

• Acting with Ownership- Demonstrating individual accountability
• Bringing a forward mindset- Being action-oriented, bold and entrepreneurial
• Collaborating with Curiosity- Exhibiting teamwork through togetherness
• Discussing openly, committing jointly- Sharing your views openly
• Embracing empathy- Being egoless & caring

What we Offer:

At Toluna, we’re all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you’re passionate about making an impact, we’d love to have you on board.

Join our global team. xwzovoh We welcome big thinking and reward great work.