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CRM & CX Functional Specialist


General information

Your position

As a CRM & CX Functional Specialist, you will be responsible for determining and optimising the touchpoints of the customer journey in collaboration with your colleagues from the business and the management:

 

As a CRM Business Support Officer (Salesforce environment):

 

  • You will translate the business needs into user stories that will be developed by the technical CRM team (Salesforce Centre of Excellence in the IT department).
  • You will develop a strategy to streamline the customer service process and customise Salesforce accordingly from a Credendo group perspective.
  • You will be the main user of Salesforce Group Sales (as a representative of the different business lines within Credendo, from an international perspective).
  • You will ensure uniform and correct data registration by all users.
  • You will provide operational support to the business colleagues working with Salesforce.
  • You will work on the composition and enrichment of a prospect database, including plugging in on external databases and acquisition tools.
  • You will manage customer databases in close cooperation with both the Salesforce Centre of Excellence and the Data team (ensuring data quality).
  • You will create and update user guides about the Salesforce-Pardot Sales & Lead Management process in cooperation with the Communication team (organise training sessions).
  • You will support the business by collaborating with the Communication team on marketing campaigns (lead management/customer retention).

 

As a CRM Business Data Analyst (group commercial):

 

  • You will analyse customer data.
  • You will design and create dashboards and reports in our Salesforce environment.
  • You will create a 360° customer view (custom dashboards) in collaboration with the Data team.

 

Optimising customer experience (CX) in close cooperation with the management of business lines and entities:

 

Credendo is an international group of 5 companies, active in 15 countries. Within this context:

 

  • You will define a CX strategy by identifying the touchpoints in the customer journey in order to achieve an excellent customer experience.
  • You will map out customer needs based on data and market evolutions (prioritising the needs).
  • You will assist the Communication team in measuring and analysing CX/UX and in the selection of customer feedback/voice of customer tools.

Your profile

  • You have a bachelor or master degree in (preferably) Digital Marketing.
  • You have a minimum of 3-5 years of experience in a data analysis or Salesforce environment.
  • You have proven experience creating user stories or experience with the agile approach (project management skills).
  • You are fluent in Dutch and/or French and in English.
  • You have good knowledge of MS Office, Excel in particular.
  • You have an analytical mind.
  • You have functional/operational knowledge of a CRM system. Knowledge of Salesforce/marketing automation and Pardot is a strong plus.
  • A first experience with Business Intelligence tools (such as Power BI) is a plus.

We offer

  • An interesting permanent position in a stable, multilingual and international environment.
  • Continuous learning opportunities to develop your talents.
  • An attractive salary supplemented by a number of fringe benefits (meal vouchers, group and hospitalisation insurance, extralegal pension, homeworking, flex reward, etc.).
  • Our Belgian offices are located in the centre of Brussels and are easily accessible by public transport.
General information

Vacancy category

Marketing / Communicatie

Job location

Belgium, Brussels, Rue Montoyer 3, 1000 Brussels

Contract type

Permanent

Work regime

Full Time

About Credendo

Credendo is a leading European credit insurance company, driven by a multinational force of 520 professionals. Active in fifteen European countries, we serve local and international clients from all around the world. Even though we are rapidly growing, we strive to preserve the soul of a human-sized company in the way we interact with each other from top to bottom.

 

In order to reinforce our teams in Brussels, we are currently looking for a CRM & CX Functional Specialist (m/f/x).