CRM Product & Functional Lead – Salesforce Ecosystem - JP055211

ITProposal; Brussel; Sur place; EUR 110 000 - 140 000; Plein temps

Résumé du poste

ITProposal is seeking a Senior CRM Product & Functional Lead with deep Salesforce expertise to guide functional design, roadmap, and ongoing CRM optimization across Marketing, B2B, and Customer Care.

The role bridges business stakeholders and IT to translate requirements into scalable Salesforce solutions, ensuring delivery quality and alignment with the CRM strategy while working in Brussels on a hybrid model.

Qualifications

• Senior CRM Product & Functional Lead with Salesforce expertise.
• Advanced knowledge of Salesforce Sales Cloud.
• Advanced knowledge of Salesforce Marketing Cloud.
• Strong business-analysis and requirements skills.
• Proven ability to translate requirements into Salesforce solutions.
• Experience with BPMN and process modelling.
• Excellent stakeholder and communication skills.
• Experience with testing (acceptance, integration, unit).
• Experience with data migration and system integrations.
• Knowledge of ITIL v4 principles.
• Familiarity with Jira and Confluence.
• Strong documentation and reporting capabilities.
• Experience across multiple teams in a complex org.

Responsabilités

• Lead the functional roadmap and coordinate cross-functional CRM initiatives.
• Conduct detailed functional analyses and translate requirements into CRM solutions.
• Design and configure Salesforce solutions based on requirements.
• Coordinate CRM initiatives across Marketing, B2B, and Customer Care.
• Identify and implement new use cases leveraging Salesforce AI capabilities.
• Support personalised customer journeys and external communications through Salesforce.
• Monitor marketing campaign impact via reporting and analytics.
• Manage user requests, incidents, and resolutions.
• Establish closed-loop feedback using customer data.
• Support integrations for a 360-degree customer view.
• Define analytics and reporting for CRM performance and KPI monitoring.
• Coordinate acceptance, integration, and unit testing.
• Ensure delivered solutions meet requirements and specs.
• Collaborate with Product Owners, architects, project managers, stakeholders, and IT teams.
• Support release and incident management and knowledge sharing.
• Contribute to demand, portfolio, and budget management.

Connaissances

Salesforce functional analysis

CRM solutions

Sales Cloud

Marketing Cloud

Business analysis

User stories

BPMN

Stakeholder management

Testing (acceptance/integration/unit)

Data migration

ITIL v4

Jira

Confluence

Documentation & reporting

Formation

Master's degree in CS/Engineering/Management/Business

Outils

Salesforce

Jira

Confluence

Agentforce

Description du poste

CRM Product & Functional Lead – Salesforce Ecosystem

Location: Brussels, Belgium
Work Model: Hybrid – 2 to 3 days per week onsite
Employment Type: Full-time Contract
Duration: ASAP – 31 December 2026
Experience Level: Senior

Job Overview

We are looking for a Senior CRM Product & Functional Lead with strong expertise in the Salesforce ecosystem to lead functional design, product roadmap activities, and the continuous improvement of CRM platforms.

The successful candidate will work within a CRM/Sales Solutions team and be responsible for the functional implementation, evolution, optimisation, and support of Salesforce solutions across multiple business areas, including Marketing, B2B, Customer Care, and customer-facing platforms.

You will act as the bridge between business stakeholders and IT teams, translating business requirements into effective Salesforce solutions while ensuring high-quality delivery and alignment with the overall CRM strategy.

Key Responsibilities

• Lead the functional roadmap and coordinate cross-functional CRM initiatives.
• Conduct detailed functional analyses and translate business requirements into CRM solutions.
• Design and configure Salesforce solutions based on defined requirements and additional analysis or workshops.
• Coordinate CRM initiatives across Marketing, B2B, Customer Care, and other business domains.
• Identify and implement new use cases leveraging Salesforce AI capabilities, including Agentforce.
• Support the development of personalised customer journeys and external communications through Salesforce.
• Monitor the impact of digital marketing campaigns through comprehensive reporting and analytics.
• Manage user requests and incidents, including ticket creation, follow‑up, and resolution.
• Establish and manage closed‑loop user feedback processes using customer interaction data.
• Support integrations between Salesforce and existing backend systems to enable a 360‑degree customer view.
• Define and implement analytics and reporting solutions for CRM performance and KPI monitoring.
• Coordinate acceptance, integration, and unit testing activities.
• Ensure that delivered solutions meet business requirements and functional specifications.
• Work closely with Product Owners, architects, project managers, business stakeholders, and other IT teams.
• Support release and incident management activities.
• Ensure appropriate functional documentation and knowledge sharing.
• Contribute to demand, portfolio, and budget management activities where required.

Required Skills & Experience

• Strong senior‑level experience in Salesforce functional analysis and CRM solutions.
• Advanced knowledge of Salesforce Sales Cloud.
• Advanced knowledge of Salesforce Marketing Cloud.
• Strong experience with business analysis and functional analysis.
• Excellent understanding of business requirements and user stories.
• Experience with BPMN and process modelling.
• Strong stakeholder and communication skills.
• Experience with acceptance, integration, and unit testing.
• Experience with data migration and system integrations.
• Experience in incident and release management.
• Knowledge of ITIL v4 principles.
• Experience with Jira and Confluence.
• Strong documentation and reporting capabilities.
• Experience working across multiple teams and departments in a complex organisational environment.

Desirable Experience

• Experience with Salesforce AI and Agentforce projects.
• Experience in the public transportation sector or another large‑scale service environment.
• Experience managing agility across multiple teams and departments.
• Experience reporting to senior management, project boards, or other official governance bodies.
• Experience with CRM analytics, customer journeys, digital marketing, and customer experience optimisation.

Certifications

The following certifications are highly desirable:

• Salesforce Administrator
• Salesforce Marketing Cloud Email Specialist
• Salesforce Marketing Cloud Administrator
• Salesforce AI Associate
• CSPO, PSPO, SAFe POPM, or equivalent
• PRINCE2, PMP, or equivalent

Education

A Master's degree in Computer Science, Industrial/Civil Engineering, Management, Business, or a related discipline is preferred.

Languages

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

Additional Requirements

• Ability to work 2–3 days per week onsite in Brussels.
• Strong ability to operate in a cross‑functional and stakeholder‑driven environment.
• Excellent analytical, organisational, and communication skills.
• Ability to manage multiple CRM initiatives and priorities simultaneously.