CRM Product & Functional Lead – Salesforce Ecosystem - JP055211

CRM Product & Functional Lead – Salesforce Ecosystem Location: Brussels, Belgium Work Model: Hybrid – 2 to 3 days per week onsite Employment Type: Full-time Contract Duration: ASAP – 31 December 2026 Experience Level: Senior Job Overview We are looking for a Senior CRM Product & Functional Lead with strong expertise in the Salesforce ecosystem to lead functional design, product roadmap activities, and the continuous improvement of CRM platforms. 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. Key Responsibilities 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. Required Skills & Experience 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. Desirable Experience 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. Certifications 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 Education A Master's degree in Computer Science, Industrial/Civil Engineering, Management, Business, or a related discipline is preferred. Languages Dutch or French: Native or bilingual proficiency English: Professional working proficiency Additional Requirements Ability to work 2–3 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.