CRM & CX Functional Specialist

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.