Fabio Greis

In my role as Senior CRM Platform Program Manager, I shape the strategic direction and evolution of our commercial platform landscape across Marketing, Sales, Merchant Operations, and Customer Experience.

My focus is on designing and governing scalable, end-to-end commercial systems that support the full revenue lifecycle — from demand generation and deal execution to merchant enablement, billing, subscription lifecycle, and retention.

I work closely with senior business and technology stakeholders to prioritise initiatives, challenge requirements, and ensure platform and partner investment decisions deliver measurable commercial impact. Rather than optimising individual tools or teams, I focus on system-level coherence, scalability, and cost-efficient growth.

The role combines platform governance, cross-functional alignment, and program leadership, operating across internal teams and external partners to ensure commercial processes scale reliably as the organisation grows.

As Lead CRM Platform Architect, I defined how the CRM platform is built, scaled, and governed across Germany and Austria. I translated business-critical requirements into concrete platform decisions, defined architectural standards, and determined which capabilities should be built centrally versus locally.

I owned the architectural blueprint of the CRM landscape, ensuring that platform decisions remained consistent, scalable, and maintainable over time. This included resolving trade-offs between speed, standardisation, and long-term sustainability in a complex, multi-system environment.

I led international, cross-functional teams across internal and external partners, setting direction, priorities, and quality standards for architects, developers, and delivery teams. Working closely with Sales, Customer Care, Merchant, Operations, and senior stakeholders, I turned commercial requirements into executable, scalable platform outcomes.

As a Product Owner with a strong delivery mindset, I led the successful merger of two Salesforce orgs (Austria and Germany)—a strategic transformation that unified Sales, Merchant Operations, and Customer Care on a single, scalable platform. This initiative streamlined operations across regions, strengthened data integrity, and accelerated delivery across all business functions.

In parallel, I implemented Genesys Cloud CX, seamlessly integrated with Salesforce, to establish a modern omnichannel service landscape aligned with evolving customer expectations.

To support our growing operations, I built and now lead an extended hybrid team of internal experts and external freelancers. I introduced a Jira and Confluence governance framework that optimised collaboration and leveraged AI-powered Jira automation to reduce manual workload and increase responsiveness.

I also designed a nearshore service delivery model that expanded capacity while maintaining high service standards across multiple workstreams.