Senior IT CRM Analyst

Berlin Packaging EMEA

. Lead functional analysis of Salesforce Sales Cloud and Service Cloud implementations .

Posted 11/8/2026full-timeTrezzano Sul Naviglio • ItalySenior💰 €50,000 - €60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Salesforce Sales Cloud and Service Cloud implementations, focusing on functional analysis, solution design, and CRM operations. Proficient in managing Salesforce demand backlogs, ensuring GDPR compliance, and integrating Salesforce with ERP systems while facilitating workshops and stakeholder engagement.

Highest-signal resume keywords

Salesforce Sales CloudSalesforce Service CloudFunctional AnalysisSolution DesignGDPR Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM OperationsProcess MappingData QualityIntegration PatternsUser Acceptance TestingData ModellingBusiness Process ImprovementEcommerce IntegrationAI ApplicationsCross-Border Logistics

Soft Skills

Excellent CommunicationStakeholder ManagementWorkshop FacilitationCollaborationProblem-Solving

Tools & Technologies

MuleSoftJiraAsanaMS ProjectSalesforce CRM

Industry Keywords

B2B PackagingDistributionManufacturingInternational TradeCustomer Hierarchies

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

Lead functional analysis of Salesforce Sales Cloud and Service Cloud implementations
Assess commercial and service processes, identifying gaps, manual workarounds, duplicated effort and poor data sources
Document and map end-to-end processes, including process flows, swimlanes, data flows, roles and responsibilities
Design to-be solutions with business owners and development teams; run workshops, produce user stories and acceptance criteria, test feasibility and secure sign-off
Act as design authority for CRM changes
Own, prioritise and manage Salesforce demand backlogs across EMEA
Translate business requirements into functional specifications and solution designs
Coordinate with technical teams and delivery partners
Own UAT coordination, release readiness and sign-off
Own operational maintenance and enhancement of Salesforce CRM modules and the platform roadmap
Support Salesforce data modelling, configuration, data quality and governance
Ensure CRM and marketing processes are GDPR-compliant
Monitor CRM performance, adoption and user feedback
Coordinate application maintenance and support capacity
Support Salesforce integration with EMEA-wide ERPs and wider systems including ecommerce, marketing automation and data quality tools
Define integration patterns, data ownership rules and reconciliation logic
Liaise with Sales, Marketing, Customer Service and eCommerce teams
Improve commercial processes for lead, quote, order, fulfilment, delivery and after-sales
Account for cross-border trade requirements including multi-country structures, Incoterms, currencies, taxation and customs
Connect ecommerce, B2B email marketing and sales data, journeys and reporting
Support AI applications such as lead scoring, churn prediction, quoting support, next best actions and service automation
Contribute to AI learning paths with data handling and governance guardrails

Requirements

What you’ll need

Bachelor’s or Master’s degree in Business Administration, Industrial Engineering, Information Systems or a related field
Minimum 7 years of experience in the Salesforce ecosystem, with a focus on functional analysis, solution design and CRM operations, including time in a senior or lead capacity
Proven experience owning a CRM backlog and managing delivery through internal teams and external partners
Strong understanding of sales and service business processes for physical goods — quoting, pricing, order management, stock and fulfilment — preferably in B2B packaging, distribution or manufacturing
Familiarity with cross-border logistics and international trade within EMEA
Solid grasp of B2B account management, customer hierarchies, renewals and repeat business
Working knowledge of GDPR as it applies to CRM and marketing data
Proven experience with Salesforce Sales Cloud and Service Cloud
Demonstrated experience integrating Salesforce with other systems, particularly ERP
Familiarity with MuleSoft is highly desirable
Understanding of ecommerce and marketing automation ecosystems and CRM integration
Familiarity with Jira, Asana or MS Project
Ability to facilitate workshops and design sessions with business and technical audiences
Hands-on process mapping and documentation skills
Excellent communication and stakeholder management skills
English at C2 level (mastery) is required
Demonstrated ability to work with AI tools and digital platforms

Benefits

Comp & perks

A collaborative and innovative work environment
Hybrid working model
Opportunities to lead strategic CRM initiatives across EMEA
A central role in a region-wide ERP and digital transformation programe
Exposure to cutting-edge technologies and AI-driven transformation