The posting
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 Consumer Duty.
Data & Integration: Own the integration architecture so client data flows reliably between Salesforce, our support tools, and our core systems, giving teams a single view of the client.
Vendor & Budget Management: Own the platform budget and manage vendor relationships, contracts, and performance, including third-party risk oversight.
Team Leadership: Lead and develop a team of architects, developers, administrators, configuration experts, and automation and AI specialists.
Value Realisation: Report on platform performance, user adoption, return on investment, and roadmap milestones to the C-suite.
AI Transformation: Define and deliver AI-enabled platform capabilities, including agent-based automation, across our CRM, service, and engagement technology.
What you'll bring
Senior Stakeholder Management: A track record of building trust with the C-suite and senior leaders, balancing competing priorities across the business, and challenging requirements constructively. You're comfortable holding your ground and bringing technical and commercial teams together around a shared direction.
Experience: Significant experience designing, owning, or leading enterprise-scale Salesforce platforms in a commercial or tech-enabled business.
Architecture & Platform Design: Experience designing and setting up enterprise Salesforce orgs, including data and security models, integration patterns, multi-cloud architecture, and environment and release management. A clear view of what good looks like on Salesforce, with a track record of setting design standards and best practice, and of fixing platforms that were poorly designed.
Strategic Track Record: Proven success in defining and delivering a multi-year platform strategy and roadmap for CRM, service, or engagement technology, with measurable business outcomes.
Functional Depth: Deep knowledge of Salesforce across multiple clouds, and experience with other CRM and customer service platforms such as Microsoft Dynamics, HubSpot, and Zendesk. Experience with AI-led CX tools such as Lorikeet is a strong advantage.
AI & Automation: Experience delivering AI and agent-based automation in customer service or engagement settings, including the controls needed to protect customer outcomes.
Commercial & Service Acumen: Strong grasp of commercial and client workflows, such as partner and pipeline management, onboarding, retention, and service journeys, and how platform choices, including telephony, affect agent productivity and customer outcomes.
Leadership & Governance: Proven experience managing internal technical teams, vendors, budgets, and change programmes in an agile environment.
How we reward you:
At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:
- Hybrid working - Spend at least 1 day a week with your team in our collaborative London office
- Competitive bonus scheme - designed to reward and recognise high performance
- Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
- A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
- Around the World scheme - 3 months work from anywhere scheme
- Mental wellbeing support – Access therapy and mental health sessions through Spill
- Learning and development – £1,000 personal development budget to help you grow in your role.
- Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded
- Medical cash plan - To help you with the costs of dental and optical expenses
- Life insurance and Income Protection- four times your annual salary for peace of mind
- Matched pension contributions up to 5%
- 25 days holiday - plus bank holidays, well-being days and volunteering days
- Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.
All are welcome.
At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.
