Erik Thor
Curriculum Vitae

Erik Thor

CRM Manager, Full-Stack Web Engineer & Author

Professional Summary

Over a decade of multidisciplinary experience combining enterprise Salesforce CRM management (Rituals Cosmetics, Wehkamp, IAR Systems), full-stack web engineering, and cognitive psychology research. Proven track record of designing high-volume support architectures that eliminate technical friction for teams while honoring the human connection.

Work Experience

Detailed Salesforce Case Studies →

CRM Manager (Salesforce)

IAR Systems
2023 – Present · Stockholm, Sweden

Overseeing global Salesforce CRM operations, architecture, and developer support workflows.

  • Architected international knowledge base localization in Salesforce in partnership with Venizum translation software.
  • Streamlined B2B customer lifecycle workflows, data hygiene, and case routing for technical support teams globally.
  • Administered user governance, Lightning app customizations, and integration pipelines.

Salesforce Specialist & Support Architect

Rituals Cosmetics
2020 – 2023 · Amsterdam, Netherlands

Scaled Salesforce Service Cloud and Marketing Cloud operations across European luxury stores and digital storefronts.

  • Configured and managed Omni-Channel routing across multiple languages and markets for hundreds of agents.
  • Unified in-store retail touchpoints with online e-commerce profiles, enabling 360-degree customer view.
  • Automated returns management, SLA notifications, and case escalation workflows using Salesforce Flows.

Founder & Lead Engineer

Personalitopia (personalitopia.com)
2020 – Present

Built and scaled an online publication and interactive testing platform focused on values assessments and cognitive functions.

  • Architected custom WordPress Block Editor plugins (API v3) and high-performance client-side testing engines.
  • Engineered automated deployment scripts, Cloudflare edge caching, and server-side performance workflows reducing TTFB by over 60%.
  • Researched and wrote over 100 deep-dive articles on cognitive processes and human communication.

Salesforce & Customer Operations Specialist

Wehkamp
2018 – 2020 · Zwolle, Netherlands

Supported Salesforce Service Cloud workflows at one of the Netherlands' largest online retailers, handling high-volume case routing and customer care automation.

Author & Content Creator

Independent Publisher
2016 – Present

Authored the book Why I Care (available for pre-order from September 14th) and created over 200 videos explaining human behavior, self-compassion, and communication without resorting to rigid stereotypes.

Skills & Competencies

Salesforce & CRM

  • Service Cloud & Case Management
  • Flow Builder & Process Automation
  • Omni-Channel Routing & Queues
  • Knowledge Base Architecture
  • Data Modeling & Permission Governance
  • Marketing Cloud Synchronizations

Software & Web

  • JavaScript (ES6+) & Node.js
  • Tailwind CSS & Modern CSS Layers
  • WordPress Core & Block Editor (Gutenberg API v3)
  • Static Site Generation & Markdown
  • Git, CI/CD & SFTP automation
  • Cloudflare CDN, DNS & Workers

Psychology & Writing

  • Cognitive typology analysis
  • Values assessment methodology
  • Active listening & communication dynamics
  • Longform non-fiction authoring
  • Editorial structure & narrative voice