CRM Services Lead

CRM Application Services Lead

chez LUTOSA

7900 - LEUZE-en-HAINAUT

Lutosa, a Belgian success story for more than 40 years! With more than 1,200 employees at 2 production sites, we produce frozen and chilled fries, potato specialities and dehydrated flakes that delight the world. We are present in 136 countries through 24 subsidiaries and sales offices, and proudly export 94% of our production.

At Lutosa, you are joining a family business with an international dimension where team spirit, innovation and passion for the product are at the heart of everything we do. Working with us is an opportunity to develop your skills, take on great challenges and collaborate with colleagues with diverse and exciting profiles.

The CRM Application Services Lead is responsible for overseeing the administration, development, and optimization of the CRM application (Salesforce) to enhance customer engagement, satisfaction, and operational efficiency.

• The CRM Application Management:
  Define the strategy for the implementation, configuration, customization, and administration of Salesforce (SFDC) to meet the evolving needs of the organization and enhance customer experience.
• System Enhancement and Integration:
  Collaborate with business and IT teams to evaluate, implement, and optimize the CRM system, including integration with other business applications to ensure seamless data flow. Drive innovation by leveraging artificial intelligence to improve productivity and automate processes.
• Technical Support and Troubleshooting:
  Provide technical expertise and support to resolve CRM-related issues, ensuring minimal disruption to operations.
• User Training and Adoption:
  Develop and support business teams in delivering training programs to promote adoption and effective use of Salesforce.
• Data Governance and Security:
  Ensure data integrity, regulatory compliance, and implement security measures to protect customer information within Salesforce.
• Performance Analysis and Reporting:
  Define and monitor performance metrics, leverage CRM data to generate insights, and support decision-making and continuous improvement, including through the use of artificial intelligence.
• Vendor Management:
  Manage relationships with CRM vendors, oversee contracts, and stay informed about system updates and enhancements.
• Leadership:
  Lead a project team composed of business stakeholders and CRM administrators or specialists, providing guidance, mentorship, and fostering a collaborative and high-performing environment.
• Health, Safety, and Environment (HSE) – Safety and Prevention:
  Take care of one’s own safety and that of colleagues in accordance with company rules:
  Contribute to the analysis of accidents, incidents, and workplace risks;
  Participate in training sessions;
  Actively contribute to the prevention policy by reporting hazards and anomalies through the appropriate tools and conducting behavioral safety observations (BOS).
• Environment and Energy:
  Comply with environmental and energy protection rules:
  Demonstrate exemplary behavior (waste sorting, discharge control, efficient use of resources);
  Be proactive in implementing improvement actions;
  Report any bad practices.
• Quality and Food Safety:
  Comply with internal procedures, applicable standards (BRC, HACCP, etc.), and food safety instructions. Immediately report any situation that may compromise product safety or compliance and actively participate in corrective actions and mandatory training.

• Minimum 15 years of experience in CRM applications, covering strategy, administration, and implementation, with a goal of 100% user adoption.
• Proficiency in Salesforce (SFDC) and a strong understanding of integration methodologies.
• Strong technical skills in database management, customization, and troubleshooting.
• Experience in project management and leading technical teams.
• Mandatory experience using artificial intelligence within Salesforce.
• Good understanding of sales and marketing processes in global organizations.
• CRM or related certifications are an advantage.

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or a…