CRM Product
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We are seeking a CRM Product & Functional Lead to join our team. This role will lead cross‑functional CRM initiatives across Marketing, B2B, Customer Care and Floya, driving automation and customer experience improvements.
Key responsibilities
- Functional management and coordination of cross‑functional CRM initiatives involving Marketing, B2B, Customer Care and Floya.
- Conduct in‑depth functional analyses and define CRM solutions to automate business processes, improve customer experience and optimize customer care operations.
- Identify, analyze and implement new use cases based on Salesforce’s artificial intelligence capabilities to improve operational efficiency and customer autonomy.
- Manage marketing strategy and external communication from Salesforce, using the platform to communicate personalized and tailored customer journeys.
- Monitor the impact of digital marketing campaigns through comprehensive reporting and analytics.
- Create and manage tickets related to user requests and implement closed‑loop feedback management systems through reporting.
- Ensure integration with existing systems and back‑end to provide a 360° view of the user, and implement analytics to monitor KPIs.
Required qualifications
- Strong understanding of Salesforce platform and CRM concepts.
- Experience managing and coordinating cross‑functional CRM initiatives.
- Ability to conduct functional analysis and translate business requirements into technical solutions.
- Proficiency in reporting, analytics and KPI monitoring.
Nice to have
- Experience with Salesforce artificial intelligence capabilities.
- Background in digital marketing and campaign management.
- Experience implementing closed‑loop feedback management systems.
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