Business Process Owner - MG Salesforce

Job Summary

The Business Process Owner (BPO) - Salesforce is responsible for defining, governing, and continuously improving customer relationship management processes across Mobility through the Salesforce platform. The role serves as the primary business owner for CRM-enabled processes spanning Sales, Service, Warranty, and Customer Management, ensuring alignment between business objectives, process standards, data requirements, and technology capabilities.

This position acts as a strategic liaison between business stakeholders and IT teams, translating business needs into scalable digital solutions and ensuring successful deployment, adoption, and value realization of Salesforce capabilities. The role drives process standardization, business transformation, data quality, user adoption, and continuous improvement initiatives to enhance customer engagement, operational efficiency, and business performance globally.

Own and govern Salesforce-enabled business processes across Mobility, including Lead, Account, Contact, Opportunity, Quote, Service, Warranty, and Customer Management processes.

Define, document, maintain, and continuously improve global CRM process standards, business rules, workflows, and governance frameworks.

Partner with business leaders to evaluate current processes and identify opportunities for process simplification, standardization, automation, and digital transformation.

Gather, analyze, prioritize, and translate business requirements into functional designs and implementation roadmaps.

Collaborate with IT, Sales, Marketing, Customer Service, Warranty, MDM, and other cross-functional teams to deliver scalable CRM solutions.

Lead business process design workshops, requirement reviews, gap assessments, and solution validation activities.

Coordinate and execute User Acceptance Testing (UAT) to ensure solutions meet business requirements and expected outcomes.

Drive successful deployment and adoption of Salesforce capabilities across Mobility business units.

Develop and deliver training, communication, and change management programs to maximize user adoption and process compliance.

Establish and govern CRM-related KPIs, performance measures, and adoption metrics to monitor business value realization.

Partner with Data Governance and Master Data Management teams to ensure data quality, integrity, consistency, and usability.

Monitor CRM utilization, process effectiveness, user feedback, and enhancement opportunities to drive continuous improvement.

Manage stakeholder alignment and decision-making across global business functions, regions, and leadership teams.

Support long-term CRM roadmap execution and ensure alignment with Mobility business priorities and transformation objectives.

Qualifications

1. Any Graduate
2. 8-15 years of experience in customer relationship management processes and deployment

Skills

• Functional expertise in Salesforce Sales Cloud, Service Cloud, and CRM platform capabilities.
• Strong understanding of Lead-to-Opportunity, Opportunity-to-Quote, Customer Service, Warranty, and Aftermarket business processes.
• Business Process Management (BPM), process mapping, and process governance methodologies.
• Business requirements gathering, process analysis, and solution design techniques.
• User Acceptance Testing (UAT), test planning, and validation methodologies.
• CRM reporting, dashboard development, and business performance measurement.
• Master Data Management (MDM), data governance, and data quality principles.
• Process documentation, workflow modeling, and business architecture practices.
• Salesforce integration concepts and cross-functional business process alignment.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.