Head of CRM

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Publish Date: Jul 22, 2021

Location: Brussels, Vlaams-Brabant, BE

Company: worldline

About Worldline
Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 12,000 people worldwide, with 2019 revenue of circa 5.3 billion euros. worldline.com



At Worldline, our technology addresses persistent challenges of the payment world. We’ve established ourselves as a leading developer of creative software solutions for enabling the cashless society. If you are a highly-skilled IT CRM Manager, then get ready to join our company. We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We are looking for an organized, creative, and process driven colleague to be welcomed to our team.

In the context of our recent acquisition of Ingenico we are looking for an experienced Head of CRM  to lead the multi-year international transformation program of our Operational CRM (Ticketing, Workflow, CTI, Automated Sales and Onboarding, AML/KYC…). The position will be reporting to the Head of Business Support Applications and to the CRM Transformation Executive Steering Committee.


Your responsibilities

The Head of CRM is the cornerstone of the interactions between service owners – tasked with defining and managing evolutions to our customer care and sales operating model – technical teams & platform teams, and the leader of functional & technical teams.


You will be responsible for

  • Understanding how to position, advise on, and deploy all product suites within our CRM landscape – mainly Salesforce -, addressing a broad landscape of customer care, sales and other operations-specific processes
  • Managing the multi-year, international CRM Transformation Program
  • Manage the international Build and Run teams of existing and target solutions
  • You will also be the CRM Solution Architect, developing best practices, packaged solutions, and assets that instill efficiency and reusability within our deployments


With a broad background, you will be a creative, business and technical, subject matter expert. You will provide oversight to all projects undertaken by functional & technical teams in the role’s span of control. This role will ensure the business owners’ vision is achieved by rallying the teams around the domain and product expertise necessary to deliver the best solutions to their use cases.




To succeed in this role, you’ll be required to finely understand the organization you’ll be facing, and how to engage with it in a service-oriented operating model. This includes understanding how to architect, configure, integrate, and leverage all tools available to successfully deploy the solutions designed & built by the functional & technical teams. The ability to lead internal and external functional & technical teams to execute and realize results by leveraging Executive support into the deployment process is essential. You’ll be asked to frequently interact with service owners to guide them in delivering the next step of our CRM operating model.


Signs of success

  • You develop, implement, and maintain project initiatives that guarantee business objectives
  • You develop project assessment protocols for evaluation and improvement
  • You maintain quality standards of satisfaction, quality, and performance
  • You lead multiple delivery  teams, ensuring program goals are reached
  • You handle budget and funding channels for maximum productivity


Skills we can’t do without:

  • 7+ years of proven experience in large program management (>3 Mln € or more than 6,000 M.D.)
  • 5+ years of experience working with Salesforce and a completed Salesforce Solution Architect Certification would be preferred, experience on other CRM solutions are welcome
  • Proven ability to understand and engage with the full solution lifecycle including Sales, Marketing and Customer Care stakeholders to understand user requirements and use cases and make the bridge with technical teams
  • Experience with agile Program and Project management
  • Practical leadership and management skills towards functional & technical teams, transversal management experience with business representatives is a plus.
  • Strong problem solving and analytical thinking skills with the ability to exercise mature judgment
  • An excellent understanding of architectural principles of cloud-based platforms.
  • Experience serving in a large, global, complex company and/or working with large, global, complex clients. Proven history of leading key initiatives that drive change and ensure adoption
  • Fluency in English
  • Knowledge of electronic payment industry would be an advantage




In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include: a rewarding salary, medical insurance, an attractive pension scheme plus many more.


What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Our success comes from strong skills, new insights, diverse points of view and the energy of all women and men from Worldline. Not only do they represent the Heart and Face of our company, they are also key players in our success. We make leading our talents a major asset in the success of our business.


Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.


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