Lead COE North America - CRM Strategy; Insurance & Financial Services

About the Role:

We are seeking a visionary CRM Leader with a strong background in strategy consulting and deep expertise in Insurance distribution and service models
. This individual will define and execute the Go-To-Market (GTM) strategy for CRM solutions across sales, service, and marketing in North America. The ideal candidate will have a forward-looking perspective on the future of CRM
, particularly how Agentic AI is reshaping customer engagement, personalization, and operational efficiency.

• Define and lead the CRM GTM strategy for Insurance and broader Financial Services.
• Align CRM offerings with evolving market needs, focusing on Agentic AI-driven transformation
  .
• Thought Leadership:
• Serve as a subject matter expert on future CRM trends
  , including AI-driven automation, personalization, and agentic workflows.
• Evangelize CRM transformation opportunities to clients and internal teams.
• Industry Expertise:
• Leverage deep knowledge of Insurance distribution and service models (agents, brokers, direct-to-consumer, hybrid).
• Identify opportunities to transform these models using Agentic AI for efficiency and customer experience.
• Partner with sales teams to drive pipeline growth and deal closure.
• Develop positioning, messaging, and value propositions for CRM solutions.
• Cross-Functional Collaboration:
• Work closely with product, marketing, and delivery teams to ensure GTM success.
• Influence roadmap decisions based on market insights and client feedback.

• Experience:
• 10+ years in CRM strategy consulting
  , preferably with top-tier consulting or technology firms.
• Proven track record in Insurance and broader Financial Services such as Banking or Capital Markets experience
  .
• Expertise:
• Deep understanding of CRM platforms (Salesforce, Dynamics, etc.) and emerging trends along with their strategic capabilities
• Knowledge of Agentic AI and its impact on CRM, customer engagement, and operational models.
• Skills:
• Strong strategic thinking and GTM execution capabilities.
• Excellent communication and stakeholder management skills.
• Strong storytelling and executive advisory skills, with the ability to communicate CRM and AI value propositions to C‑level leaders.
• Education:
• Bachelor’s degree required; MBA or equivalent preferred.

Capgemini supports all aspects of your well‑being throughout the changing stages of your life and career. For eligible employees, we offer:

• Healthcare including dental, vision, mental health, and well‑being programs
• Financial well‑being programs such as 401(k) and Employee Share Ownership Plan
• Paid time off and paid holidays
• Family building benefits like adoption assistance, surrogacy, and cryopreservation
• Social well‑being benefits like subsidized back‑up child/elder care and tutoring
• Mentoring, coaching and learning programs