The organisation is a Belgian extended producer responsibility body modernising its IT landscape ahead of new EU regulation, consolidating customer and member data into a single CRM built on strong master data management foundations. The CRM Track Lead will combine functional analysis, master data management and Product Owner responsibilities to define the TO-BE, run the CRM selection (RFI/RFP) and steer the implementation team.
The mission
The programme is a multi-track IT transformation touching multiple back-office and membership systems, with the architecture team and a dedicated delivery squad. The CRM track focuses on inventorying systems that hold customer and member master data, defining a golden record strategy and delivering a migration and consolidation plan that serves all business lines. This work matters because the target CRM will become the primary source of truth for member relations and reporting under expanded regulatory scope.
Day to day you will map AS-IS data and processes across several CRMs and legacy systems, design the TO-BE master data model, and run the CRM vendor selection process including requirements, RFP and vendor evaluation. You will act as Product Owner for the implementation team, run workshops, prioritise the backlog and align business, IT and vendor stakeholders to deliver the consolidated CRM and the governance that sustains it.
Your responsibilities
- Lead the CRM consolidation track, delivering a clear TO-BE architecture, migration plan and vendor selection outputs that enable a single target CRM.
- Drive master data management outcomes, defining the golden record approach, data model, ownership model and measurable data quality rules.
- Run the CRM selection and procurement activities, writing requirements, managing the RFI/RFP process and steering vendor evaluations and demos.
- Act as Product Owner for the project team, organising workshops, shaping and prioritising the backlog and validating acceptance criteria and business value.
- Coordinate with enterprise architecture and data architects to ensure the CRM solution fits the wider landscape and complies with data governance standards.
- Communicate progress and risks clearly to senior stakeholders, creating decision-ready materials and practical roadmaps.
Your profile
Essential skills
- 8+ years' experience in functional analysis, product ownership or similar roles, preferably with responsibility for CRM programmes.
- Proven capability in master data management, including data modelling, golden record design, data quality and data ownership.
- Experience running CRM consolidation or CRM selection programmes, including RFI/RFP drafting and vendor evaluation.
- Strong knowledge of data governance frameworks and practices, and experience anchoring a track in an organisation-wide governance setup.
- Excellent facilitation and stakeholder management skills, able to run workshops, gather requirements and align business and IT.
- Fluent Product Owner skills in agile delivery, backlog management and acceptance criteria definition.
Languages
- Dutch, CEFR C1
- French, CEFR C1
- English, CEFR C1