CRM Product & Functional Lead Salesforce Ecosystem - JP055211

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.

• 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.

• 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.

• 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.

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

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

• Dutch or French: Native or bilingual proficiency

• English: Professional working proficiency

• Ability to work 23 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.