Mission Description

The CRM Product & Functional Lead – Salesforce Ecosystem manages, on the IS side, the product roadmap, functional design, and daily optimization of Salesforce platforms.

Within the CRM team of the Sales Solutions (IS) department, the main objective of the mission is the implementation and scalable/corrective maintenance of Salesforce as the CRM tool at STIB.

• Functional management and coordination of cross-functional CRM initiatives involving Marketing, B2B, Customer Care, and Floya.
• Conducting in-depth functional analyses and defining CRM solutions to automate business processes, improve the customer experience, and optimize Customer Care operations.
• Identification, analysis, and implementation of new use cases based on Salesforce’s artificial intelligence capabilities to enhance operational efficiency and empower customers to resolve their own requests.

• Functional management of the Marketing strategy and external communication from Salesforce:

• Use Salesforce to communicate with customers in a personalized and tailored way and to build complete customer journeys.

• Monitor the impact of digital marketing campaigns through comprehensive reporting and analytics.
• Create and manage tickets relating to user requests.

• Implement a closed-loop feedback management system through reporting based on customer interactions.

• Integration with existing systems and back-end to ensure that Salesforce has access to all necessary data to meet the needs of the CRM strategy (communication interactions, upselling, stimulation of the usage rate, etc.) and to provide a 360-degree view of the user.

• Implementation of analytics enabling the management of the customer relationship and tracking of KPIs.
• Monitoring and resolution of incidents.
• Working in collaboration with the business and the various IS managers (PO, architects, PM, etc.).

As part of the mission, the functional consultant is responsible for ensuring the functional design and configuration of the Salesforce solution based on the defined requirements, but also potentially based on additional analyses and workshops. He/she is responsible for ensuring compliance and proper execution of developments in relation to the described needs.