CRM Track Lead (Functional Analyst / Product Owner, Master Data Management)
Overview
Fost Plus is seeking a Senior CRM Track Lead to drive the consolidation of multiple CRM systems into a single strategic CRM platform supported by strong Master Data Management (MDM) foundations. The role combines Functional Analysis, Product Ownership, CRM Strategy, Vendor Selection, and Data Governance responsibilities.
The successful candidate will work closely with the Enterprise Architect, IT Manager, Data Architect, business stakeholders, and vendors to define the current landscape, establish the future-state architecture, select a target CRM solution, and lead the implementation as Product Owner.
Key Responsibilities
CRM Strategy & Consolidation
* Lead the CRM consolidation program from multiple CRM systems to a single target platform.
* Analyze existing customer, member, and contact management systems.
* Define the current (AS-IS) CRM landscape.
* Design the future-state (TO-BE) CRM architecture.
* Develop the migration roadmap and implementation strategy.
Functional Analysis
* Conduct business workshops and stakeholder interviews.
* Gather and document business and functional requirements.
* Perform process mapping and data mapping exercises.
* Translate business needs into solution requirements.
* Support decision-making through structured analysis.
CRM Selection & Vendor Management
* Lead CRM selection activities.
* Define requirements and evaluation criteria.
* Prepare and manage RFI/RFP processes.
* Evaluate vendors and proposed solutions.
* Support contract and vendor selection decisions.
Master Data Management
* Establish master data management principles and governance.
* Define ownership models and responsibilities.
* Develop customer and member data models.
* Establish golden record concepts.
* Define data quality standards and controls.
Product Ownership
* Act as Product Owner for the CRM implementation team.
* Manage and prioritize the product backlog.
* Align stakeholders on priorities and delivery objectives.
* Facilitate Agile ceremonies and planning activities.
* Guide implementation toward business objectives.
Data Governance & Stakeholder Management
* Align CRM initiatives with enterprise data governance strategies.
* Collaborate with Enterprise Architecture and Data Architecture teams.
* Manage communication between business, IT, and external vendors.
* Drive consensus across diverse stakeholder groups.
Required Skills & Experience
Product Ownership & Functional Analysis
* 8+ years of experience as a Product Owner or similar role.
* 8+ years of experience in Functional Analysis.
* Strong experience conducting workshops and requirements gathering.
* Experience with process analysis and data mapping.
* Experience managing Agile delivery teams.
CRM Expertise
* Proven experience leading CRM selection initiatives.
* Proven experience leading CRM consolidation programs.
* Experience defining CRM roadmaps and implementation strategies.
* Experience evaluating CRM platforms and vendors.
Master Data Management
* Strong knowledge of Master Data Management concepts.
* Experience with:
o Data modelling
o Golden record design
o Data ownership frameworks
o Data quality management
o Data governance practices
Stakeholder Management
* Experience working with business stakeholders, IT teams, and vendors.
* Strong facilitation and communication skills.
* Ability to create structure within evolving environments.
* Experience leading cross-functional initiatives.
Languages
* Professional Dutch.
* Professional French.
* Professional English.
Preferred Qualifications
* Experience implementing enterprise CRM platforms.
* Experience with customer and member data governance programs.
* Experience working alongside enterprise architecture teams.
* Experience within complex transformation or modernization programs.
* Knowledge of data governance frameworks and best practices.