EMEA IT CRM Manager

pBerlin 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. /p h3Core Beliefs /h3 pThe company’s culture is built around innovation, creativity, speed, and a continuous drive to “help customers become bgreater, faster /b,” making it a dynamic environment for people who want to make an impact. /p h3Role Overview /h3 pWe 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. /p pBerlin 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. /p pBeyond 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. /p h3Key Responsibilities /h3 h3Process Assessment, Solution Design Demand Management /h3 ul liLead functional analysis of Salesforce Sales Cloud and Service Cloud implementations. /li liRun structured assessments of existing commercial and service processes, identifying gaps, manual workarounds, duplicated effort and sources of poor data. /li liDocument 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. /li liDesign 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. /li liAct as design authority for CRM changes, ensuring each solution is consistent with the platform architecture, the target process model and the wider systems landscape. /li liOwn, prioritise and manage the backlog of Salesforce demand requests from business units across EMEA: intake, qualification, sizing and sequencing. /li liTranslate business requirements into functional specifications and solution designs, and coordinate with technical teams and delivery partners for execution. /li liOwn UAT coordination, release readiness and sign-off of delivered work. /li /ul h3CRM Ownership Operations /h3 ul liOwn the operational maintenance and enhancement of Salesforce CRM modules, acting as product owner for the platform roadmap. /li liSupport data modelling and configuration of Salesforce objects (Accounts, Contacts, Leads, Opportunities, Quotes, Cases) and safeguard CRM data quality and governance. /li liEnsure 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. /li liMonitor CRM performance, adoption and user feedback, and translate findings into roadmap priorities. /li liCoordinate the application maintenance and support capacity (internal and external AMS resource) to ensure day-to-day requests are resolved within agreed service levels. /li /ul h3Systems Integration ERP Programe /h3 ul liSupport 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. /li liDesign and oversee integrations between Salesforce and the wider landscape: ERP, ecommerce platforms, marketing automation, and data enrichment and quality tools. /li liDefine integration patterns, data ownership rules and reconciliation logic, working with integration specialists and external partners. /li /ul h3Cross-Functional Collaboration /h3 ul liLiaise with Sales, Marketing, Customer Service and eCommerce teams to align CRM capabilities with business goals. /li liMap 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. /li liAccount 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. /li liStreamline 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. /li liCollaborate with IT and external partners to ensure platform scalability and performance. /li /ul h3Digital AI-First Mindset /h3 ul liSupport commercial teams in applying AI to optimize commercial processes: lead scoring, churn prediction, quoting support, next best actions and service automation. /li liContribute to the AI learning path for CRM innovation, with clear guardrails on data handling and governance. /li /ul h3Qualifications /h3 h3Education Experience /h3 ul liBachelor’s or Master’s degree in Business Administration, Industrial Engineering, Information Systems or a related field. /li liMinimum 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. /li liProven experience owning a CRM backlog and managing delivery through internal teams and external partners. /li /ul h3Skills Competencies /h3 ul liStrong understanding of sales and service business processes for physical goods — quoting, pricing, order management, stock and fulfilment — preferably in B2B packaging, distribution or manufacturing. /li liFamiliarity with cross-border logistics and international trade within EMEA, and with how these shape commercial data and processes. /li liSolid grasp of B2B account management: portfolio ownership, customer hierarchies, renewals and repeat business, and how these are represented in a CRM. /li liWorking knowledge of GDPR as it applies to CRM and marketing data: consent, preference management, retention and data subject rights. /li liProven experience with Salesforce Sales Cloud and Service Cloud; /li liDemonstrated experience integrating Salesforce with other systems, in particular ERP; familiarity with MuleSoft is highly desirable. /li liUnderstanding of ecommerce and marketing automation ecosystems and how they integrate with CRM. /li liFamiliarity with tools such as Jira, Asana or MS Project. /li liProven ability to facilitate workshops and design sessions with both business and technical audiences, and to translate between the two. /li liHands-on process mapping and documentation skills /li liExcellent communication and stakeholder management skills, with the ability to challenge requests constructively and communicate trade-offs. /li liEnglish 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. /li liDemonstrated ability to work with AI tools and digital platforms. /li /ul h3What We Offer /h3 ul liA collaborative and innovative work environment, with a hybrid working model (minimum 2 days per week on site). /li liCompensation package range: EUR 50.000 - 60.000 Yearly Gross /li liOpportunities to lead strategic CRM initiatives across EMEA. /li liA central role in a region-wide ERP and digital transformation programe. /li liExposure to cutting-edge technologies and AI-driven transformation. /li /ul #J-18808-Ljbffr