CRM Product Functional Lead

We are seeking a CRM Product & Functional Lead for a consultancy mission at a client site, representing Keystone Solutions. The primary objective of this role is to implement and maintain Salesforce as a CRM tool, ensuring its optimization and functional design.

• →Manage the product roadmap and functional design of Salesforce platforms.
• →Coordinate cross-functional CRM initiatives involving Marketing, B2B, Customer Care, and Floya.
• →Conduct in-depth functional analyses and define CRM solutions to automate business processes, enhance customer experience, and optimize Customer Care operations.
• →Identify, analyze, and implement new use cases based on Salesforce's AI capabilities to improve operational efficiency and client autonomy.
• →Drive the Marketing strategy and external communication through Salesforce, creating personalized 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.
• →Integrate with existing systems and back-end to ensure Salesforce has access to all necessary data for CRM strategy needs.
• →Establish analytics for customer relationship management and KPI tracking.
• →Follow up and resolve incidents.
• →Collaborate with business stakeholders and various IS leaders (PO, architects, PM, etc.).

• 5+ years of experience in CRM management, specifically with Salesforce.
• Strong analytical skills and experience in functional design.
• Proven ability to work collaboratively in a dynamic environment.
• Excellent communication skills, both written and verbal.
• Experience in managing cross-functional teams and projects.

This role offers the opportunity to work on dynamic projects, providing a broad learning experience and the chance to grow your career within Keystone Solutions. As a

If you are ready to tackle technical and strategic challenges in a dynamic consultancy environment, apply today at Keystone Solutions Career Portal.

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