EMEA Salesforce CRM Lead & Product Owner

Berlin Packaging; Trezzano sul Naviglio; Hybrid; EUR 50,000 - 60,000; Full time

Benefits offered by this job

Hybrid working model

Exposure to AI-driven transformation

Job summary

Berlin Packaging is seeking a CRM Manager to act as Salesforce Product Owner for Berlin Packaging EMEA, leading functional assessment, solution design and demand management across our CRM ecosystem. This role bridges business needs with CRM capabilities to support sales, service, ecommerce and marketing operations.

The candidate should understand distribution, quoting, order capture, stock, shipment and cross‑border delivery, and will contribute to an ERP programme ensuring Salesforce and ERP

Qualifications

• Bachelor’s or Master’s degree in Business Administration, Industrial Engineering, Information Systems or a related field.
• Minimum 7 years of experience in the Salesforce ecosystem, with a focus on functional analysis, solution design and CRM operations, including time in a senior or lead capacity.
• Proven experience owning a CRM backlog and managing delivery through internal teams and external partners.

Responsibilities

• Lead functional analysis of Salesforce Sales Cloud and Service Cloud implementations.
• Run structured assessments of existing commercial and service processes, identifying gaps, manual workarounds, duplicated effort and sources of poor data.
• Document and map processes end to end – process flows, swimlanes, data flows and roles and responsibilities – so that the as‑is is explicit before any to‑be design is agreed.
• Design to‑be solutions jointly with business owners and development teams: run design workshops, produce user stories and acceptance criteria, test feasibility with developers and integration specialists, and secure business sign‑off.
• Act as design authority for CRM changes, ensuring each solution is consistent with the platform architecture, the target process model and the wider systems landscape.
• Own, prioritise and manage the backlog of Salesforce demand requests from business units across EMEA: intake, qualification, sizing and sequencing.
• Translate business requirements into functional specifications and solution designs, and coordinate with technical teams and delivery partners for execution.
• Own UAT coordination, release readiness and sign‑off of delivered work.
• Own the operational maintenance and enhancement of Salesforce CRM modules, acting as product owner for the platform roadmap.
• Support data modelling and configuration of Salesforce objects (Accounts, Contacts, Leads, Opportunities, Quotes, Cases) and safeguard CRM data quality and governance.
• Ensure CRM and marketing processes are GDPR‑compliant by design: lawful basis and consent capture, preference and opt-out management, data retention and deletion, access rights and records of processing, working with Legal and Data Protection colleagues.
• Monitor CRM performance, adoption and user feedback, and translate findings into roadmap priorities.
• Coordinate the application maintenance and support capacity (internal and external AMS resource) to ensure day‑to‑day requests are resolved within agreed service levels.
• Support the integration of Salesforce with EMEA‑wide ERPs, representing CRM requirements in design decisions on master data, customer and item hierarchies, pricing, quoting and order flows.
• Design and oversee integrations between Salesforce and the wider landscape: ERP, ecommerce platforms, marketing automation, and data enrichment and quality tools.
• Define integration patterns, data ownership rules and reconciliation logic, working with integration specialists and external partners.
• Liaise with Sales, Marketing, Customer Service and eCommerce teams to align CRM capabilities with business goals.
• Map and improve the end‑to‑end commercial process for physical goods – lead, quote, order, fulfilment, delivery and after‑sales – and ensure the CRM reflects how account managers work with their customer portfolios.
• Account for the realities of cross‑border trade in EMEA in solution design: multi‑country and multi‑entity structures, Incoterms and delivery terms, currencies, taxation and customs implications on quoting and order data.
• Streamline synergies between ecommerce, B2B email marketing and sales so that customer data, journeys and reporting are connected across channels rather than managed as separate systems.
• Collaborate with IT and external partners to ensure platform scalability and performance.
• Support commercial teams in applying AI to optimise commercial processes: lead scoring, churn prediction, quoting support, next best actions and service automation.
• Contribute to the AI learning path for CRM innovation, with clear guardrails on data handling and governance.
• Education & Experience
• Bachelor’s or Master’s degree in Business Administration, Industrial Engineering, Information Systems or a related field.
• Minimum 7 years of experience in the Salesforce ecosystem, with a focus on functional analysis, solution design and CRM operations, including time in a senior or lead capacity.

Skills

CRM strategy

Sales Cloud

Service Cloud

Stakeholder management

Workshop facilitation

English proficiency

GDPR knowledge

Backlog management

Education

Bachelor’s or Master’s degree in Business Administration / Information Systems

Tools

Salesforce

MuleSoft

ERP integrations

Jira

Asana

MS Project

Job description

Berlin Packaging is seeking a CRM Manager to act as Salesforce Product Owner for Berlin Packaging EMEA, leading functional assessment, solution design and demand management across our CRM ecosystem. This role bridges business needs with CRM capabilities to support sales, service, ecommerce and marketing operations.

The candidate should understand distribution, quoting, order capture, stock, shipment and cross‑border delivery, and will contribute to an ERP programme ensuring Salesforce and ERP