Business Process Owner - MG Salesforce
Core
Define, govern, and continuously improve customer relationship management (CRM) processes across the Mobility Group using the Salesforce platform, serving as the primary business owner for CRM-enabled processes spanning Sales, Service, Warranty, and Customer Management.
Role type
Business Process Owner (Salesforce)
Builds
Scalable digital solutions for CRM-enabled processes including Lead-to-Opportunity, Opportunity-to-Quote, Customer Service, and Warranty workflows.
Domain
Industrial manufacturing / Mobility / Customer Relationship Management
Required skills
Salesforce functional expertise (Sales Cloud, Service Cloud), Business Process Management (BPM), process mapping, business requirements gathering, User Acceptance Testing (UAT), Master Data Management (MDM), stakeholder management, change management, strategic thinking, problem-solving.
Preferred skills
None explicitly stated as preferred; all listed skills are required.
Technologies
Salesforce (Sales Cloud, Service Cloud), MDM tools, CRM reporting/dashboards.
Responsibilities
Define and document global CRM process standards, business rules, and governance frameworks; Partner with business leaders to identify opportunities for process simplification and digital transformation; Translate business requirements into functional designs and implementation roadmaps; Lead business process design workshops, requirement reviews, and solution validation; Coordinate and execute User Acceptance Testing (UAT); Drive successful deployment and adoption of Salesforce capabilities; Develop and deliver training and change management programs; Establish and govern CRM-related KPIs and performance measures; Partner with Data Governance teams to ensure data quality and integrity; Monitor CRM utilization and drive continuous improvement.
Seniority
Senior, hands-on IC (8-15 years experience)