part time 2/5 - A major Belgian social care organisation that provides home care, family support and elderly services runs a multi-year CRM transformation to improve coordination between care teams and administrative operations. This role exists to provide senior programme leadership across several interdependent CRM projects, with a focus on CRM platforms such as Salesforce and Microsoft Dynamics 365, business process management and data integration through APIs and middleware.
The mission
The CRM programme covers migration and consolidation of customer data, redesign of intake and scheduling processes, and supplier-led implementation of new CRM modules. The programme spans multiple workstreams, internal teams and external vendors, and aims to deliver improved case management, clearer data governance and measurable adoption across hundreds of field workers and administrative users within the next 18 to 24 months.
On a day-to-day basis you will assess the current programme state, tighten governance, and convert strategic objectives into a coordinated delivery roadmap. You will chair and prepare steering committee materials, coordinate project leads, manage budgets and timelines, and act as the escalation point when short-term requests threaten long-term programme value. The role requires close interaction with IT, operations and executive stakeholders to preserve the programme architecture and business outcomes.
Your responsibilities
- Drive and enforce a clear programme governance model, ensuring decisions translate into tracked actions across suppliers and internal teams.
- Translate strategic goals into a realistic programme roadmap, prioritising workstreams to protect scope, budget and benefits realisation.
- Manage programme financials and schedule, identify risks early and implement corrective measures to keep delivery on target.
- Coordinate and challenge external vendors on contractual obligations, quality and integration of CRM platform components.
- Advise and escalate to senior leadership when tactical choices undermine the programme architecture or long-term value.
- Lead adoption and change activities, ensuring process redesigns are embedded and measured across user groups.
Your profile
Essential skills
- Senior programme management experience, preferably 8+ years leading complex digital transformation programmes, ideally CRM-related.
- Demonstrable experience with CRM platforms, for example Salesforce or Microsoft Dynamics 365, and understanding of SAP Customer Experience is a plus.
- Strong capability in business process management, with hands-on experience mapping and redesigning end-to-end processes.
- Practical knowledge of data integration, APIs and middleware patterns, and oversight of technical supplier deliverables.
- Familiarity with data governance and GDPR requirements in programme settings, able to translate compliance into delivery constraints.
- Proven track record advising executive teams, running steering committees and navigating complex stakeholder landscapes.
- Strong decision-making and risk management skills, with the ability to balance short-term demands against long-term benefits.