CRM Program Manager – Brussels, Belgium

CRM Program Manager

He/she is responsible to deliver a transversal program around Digital Transformation in the area of CRM (SalesForce, Microsoft Dynamics…) from and end-to-end perspective across the company.
This program has a high visibility and will change the business operating model. Therefore, he/she plans, organizes and coordinates all aspects of a program based on a structured methodology (PGMP or MSP) through several projects managed by dedicated project managers.
Change Management activities are also part of the program management.

Specific expertise:

  • Certified in a Program and / or Project Management methodology (PMI, Prince2…)
  • Experience in management of large transformation programs involving business and technology
  • Expertise in CRM environment through key players (SalesForce, Microsoft Dynamics…)
  • Knowledge of Agile delivery methods is an asset

Your profile

  • Worked in CRM projects (Salesforce, MS Dynamics, Siebel, Peoplesoft, etc.), either in the set-up of a new CRM, or in the migration of an existing one.
  • Writing use cases & business process
  • Writing business requirements
  • BABOK (optional)
  • ARIS (optional)
  • BPMN 2.0 (optional)
  • eTOM (optional)
  • UML (optional)
  • SharePoint (optional)
  • Quality Centre (optional)
  • Education, specific training and experience: University degree
  • Minimum 5 years of relevant experience
  • Experience in designing business process and documenting business requirements
  • Knowledge in business analysis (BABOK), UML and BPMN 2.0 is an asset
  • Strong skills in Process Mapping, Process Modeling and Business Process Reengineering
  • Strong analytical skills with a demonstrated ability to extensively analyses business processes and workflows to get efficient business processes
  • Experience facilitating workshops and focus groups
  • Experience with mapping tool(s) (MS Visio, ARIS tool, Mega, Enterprise Architect) and methodologies/notation (BMPN / UML)
  • Experience soliciting, gathering, analyzing, user input and requirements
  • Experience authoring requirements definition and related documentation
  • Strong organizational, project, and time management skills
  • Business Process Modeling (BPM), Business Analyst (BA) or Lean/Six Sigma Certification is a plus
  • Effective communication skills at all levels
  • Ability to give advice and also be assertive
  • Presentation skills
  • Ability to compromise on solution with multiple parties
  • Ability to develop relationships with others
  • Professional and enthusiastic approach
  • Diligent with attention to detail
  • Ability to work under pressure
  • Collaborative and dynamic
  • Self-motivated & self-sufficient
  • Persuasive
  • FR/EN or DU/EN and ideally FR/DU/EN


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