CRM Product

Il y a 2 jours

Brussels, Brussels-Capital, Belgique Bridge Industrial bv. Temps plein

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The CRM Product & Functional Lead – Salesforce Ecosystem manages, on the IS side, the product roadmap, functional design, and day-to-day optimization of Salesforce platforms. Within the CRM team of the Sales Solutions department (IS), the main objective of the mission is the implementation and evolutionary/corrective maintenance of Salesforce as a CRM tool at our client. It’s a mission until the end of the year. Functional Steering & Coordination: lead transverse CRM initiatives involving Marketing, B2B, Customer Care, and Floya. Functional Analysis & Solution Design: perform in-depth functional analyses and define CRM solutions to automate business processes, enhance customer experience, and optimize Customer Care operations. Artificial Intelligence Integration: identify, analyze, and implement new use cases based on Salesforce's AI capabilities to improve operational efficiency and enable customer self-service for issue resolution. Functional Steering of Marketing Strategy & External Communication via Salesforce: Use Salesforce to communicate with customers in a personalized, tailored manner and build end-to-end 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. System Integration: integrate with existing back-end systems to ensure Salesforce has access to all necessary data to support CRM strategy goals (interaction history, communications, upselling, usage rate stimulation, etc.) and deliver a 360-degree customer view. Analytics & KPI Tracking: set up analytics to manage customer relationships and monitor KPIs. Incident Management: follow up on and resolve incidents. Collaboration: work in close collaboration with the business and various IS stakeholders (POs, Architects, PMs, etc.). As part of the mission, the functional consultant aims to ensure the functional design and configuration of the Salesforce solution based on defined requirements, as well as additional analyses and workshops where needed. With the guarantee that developments align with and fulfill the stated requirements.

Requirements:
· You hold a "Salesforce Administrator" certification.
· You hold a "Marketing Cloud Email Specialist" certification.
· You hold a "Marketing Cloud Administrator" certification.
· You hold a "Salesforce AI Associate" certification.
· You have experience with Salesforce Agentforce AI projects.
· You hold a Master’s degree in Computer Science, an Industrial/Civil Engineering degree, or a Master’s degree in Business/Management.
· You have experience managing agility cross-functionally across different teams and departments.
· You hold a certification and/or training in CSPO (Scrum Alliance), PSPO (Scrum.org), POPM (Scaled Agile), or equivalent.
· You have experience reporting to official governing bodies (Board, Project Meetings).
· You hold a "Prince2", "PMP", or equivalent certification.
· Dutch or French: native or bilingual proficiency.
· English: professional working proficiency.

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