Change Manager Lead – Salesforce
Absa
n/a - n/a
R750–820 per hour
Auckland Park, City of Johannesburg Metropolitan Municipality, 2092
Contract
Programme Manager
bachelors
Stakeholder Engagement
Change management
Vendor Management
Salesforce Implementation
Program Coordination
Role
Role Overview
We are seeking an experienced and strategic Salesforce-focused Lead Change Manager to lead and drive change initiatives associated with a large-scale Salesforce implementation and customer lifecycle management transformation. The successful candidate will play a critical role in managing the end-to-end change journey — from planning and vendor selection through to implementation, adoption, operational readiness, and business transition. This role requires a strong blend of change management, stakeholder engagement, delivery oversight, and vendor management expertise within Salesforce environments.
The ideal candidate will have proven experience delivering Salesforce and case management transformation programmes, working closely with business, technology, operations, and external vendors to ensure successful implementation and user adoption.
Key Responsibilities
Change Management & Transformation Delivery
- Lead and manage the end-to-end change management strategy for Salesforce implementation initiatives.
- Drive organisational readiness, stakeholder engagement, communication planning, training coordination, and user adoption activities.
- Develop and execute change impact assessments across business units and customer lifecycle management streams.
- Ensure successful transition from project delivery into business-as-usual operations.
- Monitor change risks, resistance points, and mitigation plans throughout the programme lifecycle.
Salesforce Implementation Oversight
- Support the planning, mobilisation, and execution of Salesforce implementation programmes.
- Work closely with internal technology teams, business stakeholders, and implementation partners to align delivery objectives.
- Oversee change activities related to Salesforce case management and customer lifecycle management processes.
- Ensure alignment between business requirements, operational processes, and Salesforce platform capabilities.
Vendor & Delivery Management
- Participate in the selection and onboarding of Salesforce implementation vendors and partners.
- Manage vendors from an overall delivery perspective, ensuring accountability, governance, timelines, quality, and delivery outcomes are achieved.
- Coordinate cross-functional teams and third-party providers to ensure successful programme execution.
- Track delivery milestones, dependencies, risks, and escalations across vendors and internal teams.
Stakeholder Management
- Build strong relationships with senior leadership, operational teams, technology teams, and external partners.
- Facilitate workshops, steering committees, and governance forums.
- Provide regular reporting and status updates to programme leadership and executive stakeholders.
- Influence and guide stakeholders through complex transformation and process changes.
Required Skills & Experience
- Proven experience as a Senior Change Manager within large-scale transformation programmes.
- Strong experience managing Salesforce implementation projects, preferably across customer service or case management environments.
- Experience overseeing customer lifecycle management transformation initiatives.
- Demonstrated experience managing external vendors and implementation partners from a delivery and governance perspective.
- Strong understanding of change management methodologies and organisational change principles.
- Ability to work across both business and technology environments.
- Excellent stakeholder engagement, communication, and facilitation skills.
- Strong programme coordination and risk management capabilities.
- Experience working in Agile, hybrid, or enterprise delivery environments.
Preferred Experience
- Experience within financial services, insurance, telecommunications, or large enterprise environments.
- Salesforce certifications or exposure to Salesforce Service Cloud environments advantageous.
- Experience with customer operations, service transformation, or digital transformation initiatives.
Key Competencies
- Strategic thinking
- Leadership and influence
- Vendor management
- Stakeholder engagement
- Communication and facilitation
- Organisational change management
- Problem-solving and decision-making
- Delivery and execution focus
- Collaboration and relationship building
Qualifications
- Bachelor’s degree in Business, Information Technology, Change Management, Project Management, or related field.
- Change Management certification (e.g. Prosci, APMG, or equivalent) advantageous.
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