CRM Product & Functional Lead

Rhox; Brussel; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

Rhox in Belgium is seeking a senior CRM Product & Functional Lead to own the Salesforce roadmap, translate business requirements into solutions, and ensure reliable releases across Sales Cloud and Marketing Cloud.

You will lead workshops, analyse processes, design functional solutions, manage testing and data migration, and coordinate with architects, product owners and project managers to deliver a 360-degree customer view.

Qualifications

• Senior Salesforce product or functional lead within a CRM environment.
• Strong experience with Salesforce Sales Cloud and Marketing Cloud.
• Business analysis and BPMN modelling to clarify requirements.
• Lead workshops, create actionable user stories and BPMN models.
• Coordinate unit, integration and acceptance testing, plus data migration.

Responsabilités

• Own Salesforce product roadmap across Marketing, B2B and Customer Care.
• Translate business requirements into functional analysis, BPMN models and designs.
• Lead Salesforce functional design and configuration and verify changes via testing.
• Improve CRM integration and data migration for 360-degree customer view.
• Establish customer journey analytics, KPI reporting and campaign analytics.
• Coordinate release management and documentation using Jira and Confluence.

Description du poste

A major Belgian public transport organisation uses Salesforce to manage customer, marketing and service interactions for services across Belgium. The senior CRM Product & Functional Lead will own functional direction for Salesforce Sales Cloud and Salesforce Marketing Cloud, translating business requirements into a roadmap, solution design and reliable releases. The role combines business analysis, BPMN modelling, CRM integration and customer journey work across a connected Salesforce CRM ecosystem.

The mission

The CRM team sits within Sales Solutions and is responsible for Salesforce implementation, corrective maintenance and evolutionary delivery. Salesforce Sales Cloud and Salesforce Marketing Cloud must exchange data with existing back-end systems so teams can work from a 360-degree customer view. The roadmap covers Salesforce Marketing Cloud customer journeys, personalised communications, digital campaign analytics, closed-loop feedback management and KPI reporting. It also includes evaluating Salesforce AI use cases that can improve operational efficiency and customer self-service.

As CRM Product & Functional Lead, you will coordinate initiatives across business stakeholders and IS roles such as product owners, architects and project managers. You will lead workshops, analyse processes, define functional solutions and configure Salesforce based on approved requirements. Your work will connect demand management and portfolio priorities to development, testing, release management and incident resolution. You will remain accountable for ensuring delivered changes conform to business needs and are documented for ongoing support.

Your responsibilities

• Own the Salesforce product roadmap across Marketing, B2B and Customer Care, aligning demand management, portfolio management and release priorities with measurable CRM outcomes.
• Translate business requirements into functional analysis, BPMN models, user stories and solution designs that support automated processes and a consistent customer experience.
• Lead Salesforce CRM functional design and configuration, then verify that delivered changes meet agreed requirements through unit testing, integration testing and acceptance testing.
• Improve CRM integration and data migration with existing back-end systems, maintaining the data needed for a 360-degree customer view and reliable reporting.
• Establish customer journey, campaign analytics, feedback and KPI reporting capabilities that help teams measure communications and service performance.
• Coordinate incident management, release management and user demand through Jira and Confluence, keeping documentation current and issues traceable.

Your profile

Essential skills

• Bring senior experience as a Salesforce product or functional lead, covering Salesforce Sales Cloud and Salesforce Marketing Cloud in a business-critical CRM environment.
• Apply business analysis and functional analysis to clarify business requirements, facilitate workshops and create actionable user stories and BPMN models.
• Coordinate unit testing, integration testing, acceptance testing and data migration, ensuring documentation supports controlled release management.
• Manage demand management, portfolio management and budget management while balancing stakeholder needs, delivery scope and operational priorities.
• Handle incident management in line with ITIL v4 and use Jira and Confluence for tracking, documentation and collaboration.
• Use clear communication and stakeholder management with business stakeholders, product owners, architects and project managers from discovery through delivery.