CRM Application Services Lead

ph3CRM Application Services Lead /h3pchez LUTOSA /pp7900
- LEUZE-en-HAINAUT /ph3Company profile /h3pLutosa, a Belgian success story for more than 40 years With more than 1,200 employees at 2 production sites, we produce frozen and chilled fries, potato specialities and dehydrated flakes that delight the world. We are present in 136 countries through 24 subsidiaries and sales offices, and proudly export 94% of our production. /ppAt Lutosa, you are joining a family business with an international dimension where team spirit, innovation and passion for the product are at the heart of everything we do. Working with us is an opportunity to develop your skills, take on great challenges and collaborate with colleagues with diverse and exciting profiles. /ph3Function /h3pThe CRM Application Services Lead is responsible for overseeing the administration, development, and optimization of the CRM application (Salesforce) to enhance customer engagement, satisfaction, and operational efficiency. /pulliThe CRM Application Management: Define the strategy for the implementation, configuration, customization, and administration of Salesforce (SFDC) to meet the evolving needs of the organization and enhance customer experience. /liliSystem Enhancement and Integration: Collaborate with business and IT teams to evaluate, implement, and optimize the CRM system, including integration with other business applications to ensure seamless data flow. Drive innovation by leveraging artificial intelligence to improve productivity and automate processes. /liliTechnical Support and Troubleshooting: Provide technical expertise and support to resolve CRM-related issues, ensuring minimal disruption to operations. /liliUser Training and Adoption: Develop and support business teams in delivering training programs to promote adoption and effective use of Salesforce. /liliData Governance and Security: Ensure data integrity, regulatory compliance, and implement security measures to protect customer information within Salesforce. /liliPerformance Analysis and Reporting: Define and monitor performance metrics, leverage CRM data to generate insights, and support decision-making and continuous improvement, including through the use of artificial intelligence. /liliVendor Management: Manage relationships with CRM vendors, oversee contracts, and stay informed about system updates and enhancements. /liliLeadership: Lead a project team composed of business stakeholders and CRM administrators or specialists, providing guidance, mentorship, and fostering a collaborative and high-performing environment. /liliHealth, Safety, and Environment (HSE) – Safety and Prevention: Take care of one’s own safety and that of colleagues in accordance with company rules: Contribute to the analysis of accidents, incidents, and workplace risks; Participate in training sessions; Actively contribute to the prevention policy by reporting hazards and anomalies through the appropriate tools and conducting behavioral safety observations (BOS). /liliEnvironment and Energy: Comply with environmental and energy protection rules: Demonstrate exemplary behavior (waste sorting, discharge control, efficient use of resources); Be proactive in implementing improvement actions; Report any bad practices. /liliQuality and Food Safety: Comply with internal procedures, applicable standards (BRC, HACCP, etc.), and food safety instructions. Immediately report any situation that may compromise product safety or compliance and actively participate in corrective actions and mandatory training. /li /ulh3Profile /h3h3Professional Experience /h3ulliMinimum 15 years of experience in CRM applications, covering strategy, administration, and implementation, with a goal of 100% user adoption. /liliProficiency in Salesforce (SFDC) and a strong understanding of integration methodologies. /liliStrong technical skills in database management, customization, and troubleshooting. /liliExperience in project management and leading technical teams. /liliMandatory experience using artificial intelligence within Salesforce. /liliGood understanding of sales and marketing processes in global organizations. /liliCRM or related certifications are an advantage. /li /ulh3Education /h3ulliBachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a related field. /li /ulh3Soft Skills /h3ulliExcellent communication, analytical, and problem-solving skills. /liliAbility to collaborate with cross-functional teams and stakeholders. /liliStrategic thinker with a focus on leveraging technology to enhance customer experience. /liliStrong leadership and team-building skills. /liliAnalytical mindset with great attention to detail. /liliAdaptability and agility in a fast-paced environment. /liliProactive and innovative approach to problem-solving. /li /ulh3Language /h3ulliEnglish and French. /li /ulh3Offer /h3pWhy Join Us? Joining Lutosa is more than just a job: It is a varied and rewarding role within a