EMEA IT CRM Manager

Berlin Packaging is the world’s largest Hybrid Packaging Supplier, providing packaging solutions in glass, plastic, and metal to companies across a wide range of industries, including food & beverage, beauty, healthcare, and industrial markets. As a “one-stop shop,” we combine design & innovation, manufacturing services, and supply chain capabilities to help customers bring their products to market in the most efficient and impactful way. With more than a century of experience in the packaging industry, Berlin Packaging operates on a global scale, supported by an extensive network of suppliers, warehouses, and commercial teams. This unique hybrid model allows the company to offer both standard and highly customized solutions, helping customers increase sales, reduce costs, and improve productivity through smarter packaging.

Core Beliefs

The company’s culture is built around innovation, creativity, speed, and a continuous drive to “help customers become greater, faster ,” making it a dynamic environment for people who want to make an impact.

Role Overview

We are seeking a CRM Manager to act as Salesforce Product Owner for Berlin Packaging EMEA, leading functional assessment, solution design and demand management across our CRM ecosystem. This role is pivotal in bridging business needs with CRM capabilities, ensuring scalable and efficient solutions that support sales, service, ecommerce and marketing operations.

Berlin Packaging sells physical goods across borders: the successful candidate will bring a solid understanding of how a distribution business actually works — from quoting and order capture through stock, shipment and cross-border delivery — and of how account management teams use a CRM day to day.

Beyond day-to-day CRM ownership, the role is a key contributor to the EMEA-wide ERP programme, ensuring Salesforce and ERP work as one connected commercial platform, and champions the adoption of AI to optimise commercial processes across the region.

Key Responsibilities

Process Assessment, Solution Design & Demand Management

• Lead functional analysis of Salesforce Sales Cloud and Service Cloud implementations.
• Run structured assessments of existing commercial and service processes, identifying gaps, manual workarounds, duplicated effort and sources of poor data.
• Document and map processes end to end — process flows, swimlanes, data flows and roles and responsibilities — so that the as-is is explicit before any to-be design is agreed.
• Design to-be solutions jointly with business owners and development teams: run design workshops, produce user stories and acceptance criteria, test feasibility with developers and integration specialists, and secure business sign-off.
• Act as design authority for CRM changes, ensuring each solution is consistent with the platform architecture, the target process model and the wider systems landscape.
• Own, prioritise and manage the backlog of Salesforce demand requests from business units across EMEA: intake, qualification, sizing and sequencing.
• Translate business requirements into functional specifications and solution designs, and coordinate with technical teams and delivery partners for execution.
• Own UAT coordination, release readiness and sign-off of delivered work.

CRM Ownership & Operations

• Own the operational maintenance and enhancement of Salesforce CRM modules, acting as product owner for the platform roadmap.
• Support data modelling and configuration of Salesforce objects (Accounts, Contacts, Leads, Opportunities, Quotes, Cases) and safeguard CRM data quality and governance.
• Ensure CRM and marketing processes are GDPR-compliant by design: lawful basis and consent capture, preference and opt-out management, data retention and deletion, access rights and records of processing, working with Legal and Data Protection colleagues.
• Monitor CRM performance, adoption and user feedback, and translate findings into roadmap priorities.
• Coordinate the application maintenance and support capacity (internal and external AMS resource) to ensure day-to-day requests are resolved within agreed service levels.

Systems Integration & ERP Programe

• Support the integration of Salesforce with EMEA-wide ERPs, representing CRM requirements in design decisions on master data, customer and item hierarchies, pricing, quoting and order flows.
• Design and oversee integrations between Salesforce and the wider landscape: ERP, ecommerce platforms, marketing automation, and data enrichment and quality tools.
• Define integration patterns, data ownership rules and reconciliation logic, working with integration specialists and external partners.

Cross-Functional Collaboration

• Liaise with Sales, Marketing, Customer Service and eCommerce teams to align CRM capabilities with business goals.
• Map and improve the end-to-end commercial process for physical goods — lead, quote, order, fulfilment, delivery and after-sales — and ensure the CRM reflects how account managers work with their customer portfolios.
• Account for the realities of cross-border trade in EMEA in solution design: multi-country and multi-entity structures, Incoterms and delivery terms, currencies, taxation and customs implications on quoting and order data.
• Streamline synergies between ecommerce, B2B email marketing and sales so that customer data, journeys and reporting are connected across channels rather than managed as separate systems.
• Collaborate with IT and external partners to ensure platform scalability and performance.

Digital & AI-First Mindset

• Support commercial teams in applying AI to optimize commercial processes: lead scoring, churn prediction, quoting support, next best actions and service automation.
• Contribute to the AI learning path for CRM innovation, with clear guardrails on data handling and governance.

Qualifications

Education & Experience

• 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.

Skills & Competencies

• 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, and with how these shape commercial data and processes.
• Solid grasp of B2B account management: portfolio ownership, customer hierarchies, renewals and repeat business, and how these are represented in a CRM.
• Working knowledge of GDPR as it applies to CRM and marketing data: consent, preference management, retention and data subject rights.
• Proven experience with Salesforce Sales Cloud and Service Cloud;
• Demonstrated experience integrating Salesforce with other systems, in particular ERP; familiarity with MuleSoft is highly desirable.
• Understanding of ecommerce and marketing automation ecosystems and how they integrate with CRM.
• Familiarity with tools such as Jira, Asana or MS Project.
• Proven ability to facilitate workshops and design sessions with both business and technical audiences, and to translate between the two.
• Hands-on process mapping and documentation skills
• Excellent communication and stakeholder management skills, with the ability to challenge requests constructively and communicate trade-offs.
• English at C2 level (mastery) is required, as the role works daily with stakeholders and partners across EMEA; a further EU language — Italian, French, Spanish or German — is desirable.
• Demonstrated ability to work with AI tools and digital platforms.

What We Offer

• A collaborative and innovative work environment, with a hybrid working model (minimum 2 days per week on site).
• Compensation package range: EUR 50.000 - 60.000 Yearly Gross
• 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.