CRM Product Functional Lead

keystone-solutions; Brussel Hoofdstad; Sur place; EUR 80 000 - 100 000; Plein temps

Résumé du poste

Keystone Solutions is seeking a CRM Product & Functional Lead to implement and maintain Salesforce as a CRM tool for a client site in Belgium. You will manage the product roadmap, functional design, and cross-functional CRM initiatives with Marketing, B2B, Customer Care, and Floya.

The role requires strong analytical skills, excellent communication, and experience in leading cross-functional teams, with a focus on CRM optimization and analytics. 4 months contract starting ASAP.

Qualifications

• 5+ years of experience in CRM management, specifically with Salesforce.
• Strong analytical skills and experience in functional design.
• Proven ability to work collaboratively in a dynamic environment.
• Excellent communication skills, both written and verbal.
• Experience in managing cross-functional teams and projects.

Responsabilités

• Manage the product roadmap and functional design of Salesforce platforms.
• Coordinate cross-functional CRM initiatives involving Marketing, B2B, Customer Care, and Floya.
• Conduct in-depth functional analyses and define CRM solutions to automate business processes, enhance customer experience, and optimize Customer Care operations.
• Identify, analyze, and implement new use cases based on Salesforce's AI capabilities to improve operational efficiency and client autonomy.
• Drive the Marketing strategy and external communication through Salesforce, creating personalized customer journeys.
• Monitor the impact of digital marketing campaigns through comprehensive reporting and analytics.
• Create and manage tickets related to user requests.
• Implement a closed-loop feedback management system through reporting based on customer interactions.
• Integrate with existing systems and back-end to ensure Salesforce has access to all necessary data for CRM strategy needs.
• Establish analytics for customer relationship management and KPI tracking.
• Follow up and resolve incidents.
• Collaborate with business stakeholders and various IS leaders (PO, architects, PM, etc.).

Connaissances

Acceptance Testing

BPMN

Budget management

Business Analysis

Business Requirements

Communication

Confluence

Data Migration

Demand Management

Documentation

Functional Analysis

Incident Management

Integration Testing

ITIL v4

Jira

Portfolio Management

Release Management

Salesforce

Salesforce Marketing Cloud

Salesforce Sales Cloud

Stakeholder Management

Unit Testing

User Stories

Outils

Salesforce

Salesforce Marketing Cloud

Salesforce Sales Cloud

Jira

Confluence

Description du poste

Mission Overview:

We are seeking a CRM Product & Functional Lead for a consultancy mission at a client site, representing Keystone Solutions. The primary objective of this role is to implement and maintain Salesforce as a CRM tool, ensuring its optimization and functional design.

Key Responsibilities:

• Manage the product roadmap and functional design of Salesforce platforms.
• Coordinate cross-functional CRM initiatives involving Marketing, B2B, Customer Care, and Floya.
• Conduct in-depth functional analyses and define CRM solutions to automate business processes, enhance customer experience, and optimize Customer Care operations.
• Identify, analyze, and implement new use cases based on Salesforce's AI capabilities to improve operational efficiency and client autonomy.
• Drive the Marketing strategy and external communication through Salesforce, creating personalized customer journeys.
• Monitor the impact of digital marketing campaigns through comprehensive reporting and analytics.
• Create and manage tickets related to user requests.
• Implement a closed-loop feedback management system through reporting based on customer interactions.
• Integrate with existing systems and back-end to ensure Salesforce has access to all necessary data for CRM strategy needs.
• Establish analytics for customer relationship management and KPI tracking.
• Follow up and resolve incidents.
• Collaborate with business stakeholders and various IS leaders (PO, architects, PM, etc.).

Candidate Profile:

• 5+ years of experience in CRM management, specifically with Salesforce.
• Strong analytical skills and experience in functional design.
• Proven ability to work collaboratively in a dynamic environment.
• Excellent communication skills, both written and verbal.
• Experience in managing cross-functional teams and projects.

This role offers the opportunity to work on dynamic projects, providing a broad learning experience and the chance to grow your career within Keystone Solutions.

Duration:

As soon as possible - 31/12/2026 4 months (full time)

Skills required:

• Acceptance Testing - Level: Advanced - Most recent: This year
• BPMN - Level: Advanced - Most recent: This year
• Budget management - Level: Advanced - Most recent: This year
• Business Analysis - Level: Advanced - Most recent: This year
• Business Requirements - Level: Advanced - Most recent: This year
• Communication - Level: Advanced - Most recent: This year
• Confluence - Level: Advanced - Most recent: This year
• Data Migration - Level: Advanced - Most recent: This year
• Demand Management - Level: Intermediate - Most recent: This year
• Documentation - Level: Advanced - Most recent: This year
• Functional Analysis - Level: Advanced - Most recent: This year
• Incident Management - Level: Advanced - Most recent: This year
• Integration Testing - Level: Advanced - Most recent: This year
• ITIL v4 - Level: Intermediate - Most recent: This year
• Jira - Level: Advanced - Most recent: This year
• Portfolio Management - Level: Intermediate - Most recent: This year
• Release Management - Level: Advanced - Most recent: This year
• Salesforce - Level: Advanced - Most recent: This year
• Salesforce Marketing Cloud - Level: Advanced - Most recent: This year
• Salesforce Sales Cloud - Level: Advanced - Most recent: This year
• Stakeholder Management - Level: Advanced - Most recent: This year
• Unit Testing - Level: Advanced - Most recent: This year
• User Stories - Level: Advanced - Most recent: This year

Language requirements:

• Dutch or French
• Level Native or bilingual proficiency
• English
• Level Professional working proficiency