CoE Lead

Enterprises are racing to connect front-office and back-office workflows—and ServiceNow CRM is becoming the engine of that shift. 

At The Cloud People, we already deliver strong CSM and Field Service projects. Now we're looking for a leader who can scale this across Europe, own the commercial strategy, and make TCP the go-to partner for Customer Experience on the ServiceNow platform.

As CoE Lead – CRM, you will shape how we package, price, position, and deliver CRM and Field Service solutions. You'll define value stories, enable sales teams, build offerings customers immediately understand, and represent TCP in key markets and events.

This is a role for someone who combines commercial instinct, CRM credibility, and strategic leadership, and who wants to lead a high-visibility growth area across six countries.

About Us

The Cloud People is Europe's leading pure-play ServiceNow partner. Our focus is simple: we work only with ServiceNow, and that focus pays off.
Over the past six years, we've grown to more than 400 consultants across Europe and Brazil.

Our culture enables our success. We believe people perform their best when work is meaningful, collaborative, and enjoyable. We hire smart people, give them space, and keep the structure simple.
With dedicated Centers of Excellence in AI, Autonomous IT, and CRM, we're building a company where experts shape the future of how enterprises use ServiceNow.

Why This Role Matters

ServiceNow's CRM and CSM capabilities are expanding fast. Every enterprise is trying to connect core operational teams with customer-facing processes—and that's exactly where TCP excels.

We already have strong delivery. Now we need someone to own the story, shape the offerings, and position TCP as Europe's leading Customer Experience partner on ServiceNow.

If you combine commercial instinct with deep CRM/CSM knowledge, this role gives you the platform to influence how we grow across six markets—and how customers experience our brand.

What You Will DoDrive the Commercial Side of CRM

- Own and maintain the CRM Go-To-Market plan

- Define ICPs, value stories, plays, and messaging for Customer Experience, CRM, and Field Service

- Build sales packs, demos, and case stories used across all countries

- Coach sales teams, influence pipeline, and support in key deals

- Own the "Ready to Sell" gate for all CRM offerings

- Lead the CRM CoE team—set priorities and support role development together with Solution Advisors

- Define pricing bands and commercial guardrails with the Head of Solution Sales

Shape the Portfolio

- Lead the transition from T&M initiatives to fixed-price and catalog-based offerings

- Collaborate with Delivery Excellence to ensure offerings are repeatable, profitable, and outcome-driven

- Identify cross-solution opportunities with AIT and AI

- Track offering readiness through a live portfolio heatmap

Create Visibility and Thought Leadership

- Represent TCP at ServiceNow and industry events

- Host webinars, roundtables, and strategic workshops with key clients

- Publish success stories, use cases, and practical guides

- Act as one of the public faces of CRM at TCP

What We Are Looking For

- Experience selling, scoping, or delivering ServiceNow CSM, Field Service, or complex enterprise CRM solutions

- Strong commercial instinct and understanding of what makes an offering win in the market

- Ability to turn features into compelling value stories for decision-makers

- Comfortable leading customer workshops and presenting on stage

- Strategic mindset with the ability to act fast and build momentum

- Experience leading teams or communities of practice

- Credibility to move easily between boardrooms and delivery teams

- Fluent in English; a Nordic or Germanic language is a plus

Why Join Us

- Be the face of CRM for one of Europe's fastest-growing ServiceNow partners

- Own a key growth area with influence across sales, delivery, and partner relations

- Work directly with ServiceNow and major European brands

- Collaborate with experienced CoE leaders in AI and Autonomous IT

- Join a team that values autonomy, transparency, and performance

- Competitive salary and top-tier bonus

The TCP Culture

Becoming a part of The Cloud People means joining a team where the culture is built on the four F's:

Fun: We enjoy ourselves at work – every day – and foster a social and inclusive work environment

Fair: We have a fair and transparent development system that rewards skills and knowledge, giving everyone equal opportunities to grow through courses and certifications

Focus: We focus exclusively on one leading platform – ServiceNow – to ensure we offer our clients the best expertise on the market

Future: We believe the workplace of the future is modern, flexible, and simple – allowing space for creativity and minimizing time spent on unnecessary reporting

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