Salesforce Functional Lead - Saudi Arabia

Role Overview

Salesforce Functional Lead position based in Riyadh or Jeddah, Kingdom of Saudi Arabia, at Horizontal Digital. The role shapes and leads the functional design of a large-scale Salesforce programme for a major enterprise client in the Kingdom.

Company Overview

Horizontal Digital is a digital consultancy that fuses strategy, data, design and technology to create websites, apps, portals and other experiences solving customer needs for ambitious companies in intuitive and empathetic ways. The company operates on five core values: Lock Arms (forge relationships across departments and communities), Show Hustle (anticipate opportunities and execute the exceptional), Embrace Change (welcome new technologies and philosophies), Elevate Empathy (listen before acting and hold ourselves accountable), and Never Settle (push past easy answers for bigger ideas).

Role Purpose

Lead the functional design and delivery of a large-scale Salesforce programme, acting as trusted advisor to the client while managing cross-functional teams. Translate business requirements into functional Salesforce solutions, drive client satisfaction and business outcomes, and contribute to practice growth and thought leadership.

Key Responsibilities

Client Leadership

• Act as Functional Lead on the engagement, ensuring delivery succeeds on scope, deliverables, budget, client satisfaction, business outcomes and team engagement.
• Become a trusted advisor to the client, keeping communication open and guiding efforts to manage and exceed expectations.
• Build and sustain strategic client relationships and run programmes that draw out and answer the client's needs.
• Anticipate the client's needs, concerns and input, and argue for high-ROI solutions, even where they challenge current thinking on process, systems and customers.
• Understand the client's business, internal dynamics, industry and competition to bring the right solutions at the right time.
• Run the account proactively: spot opportunities, foresee risks, stay ahead of them and actively contribute to account growth.

Functional Delivery

• Align platform capabilities with business goals and strategy.
• Translate business requirements into functional requirements and guide their implementation in line with business goals.
• Work with a multi-disciplinary team of project managers, designers, developers, architects and business experts to produce bold ideas and deliver efficiently.
• Contribute to deliverables such as digital roadmaps, MVP definition, feature prioritisation, requirements documentation, UX recommendations and agile delivery reviews.
• Train the client's team to ensure adoption of the new system.

Activities and Deliverables

• Plan and run discovery workshops covering customer journeys and business processes.
• Carry out current-state analysis of existing business processes, personas, journeys and channels.
• Define and document the to-be state covering business processes, journeys and channels, including sales and service processes.
• Translate high-level customer journeys and business processes into Salesforce functionality.
• Elicit, analyse and prioritise requirements.
• Write and refine user stories and epics in Jira, following good Jira practice.
• Run working sessions, stand-ups and product/functionality demos.
• Plan and run UAT, including the UAT plan and documentation.
• Plan and deliver user training.
• Produce journey, flow and process diagrams, including L2 and L3 business process diagrams that add functional and implementation detail to L1 diagrams in Lucid/Docs.

Practice and Growth

• Mentor associate delivery team members.
• Explain Horizontal Digital's Salesforce practice capabilities, offerings and value.
• Contribute to practice thought leadership, offerings and innovative approaches to client solutions.
• Take part in practice events and training, keep certifications current and stay up to date with the Salesforce ecosystem and wider technology trends.

Qualifications & Experience

• 8+ years of client-facing consulting or professional services experience.
• 6+ years designing and implementing Salesforce solutions.
• In-depth knowledge of the key capabilities of Salesforce Sales, Service, Experience, Data and Marketing Cloud.
• In-depth experience of end-to-end digital experience design and development.
• Proven success designing scalable solutions with collaborative teams and hands-on involvement in system configuration.
• Salesforce certification(s), with a good understanding of the product set, especially Marketing Cloud and/or Account Engagement (Pardot).
• Based in, or willing to relocate to, Riyadh or Jeddah.
• Bachelor's degree (nice to have).
• Arabic language skills (nice to have).
• Background in travel, aviation or hospitality programmes (nice to have).
• Previous delivery experience in Saudi Arabia or the wider GCC (nice to have).

Skills & Competencies

• Strong stakeholder management and communication skills, with the ability to explain scope, milestones, risk mitigation and end-state outcomes to executives and day-to-day contacts alike.
• Ability to lead cross-functional teams and partner with other project leads.
• Client advocacy skills to manage stakeholders at every level of an organisation.
• Strong passion for experience strategy, experience design and digital platform development.
• Track record of running substantial client projects and driving success at account level.
• Ability to lead strategic meetings and presentations, both face to face and online.
• Flexible and able to handle multiple demands, shifting priorities and rapid change with confidence, persistence and calm.
• Ability to see ambiguity as an opportunity.
• Trusted, empathetic and accountable approach.
• Optimistic, positive and keen to learn, grow and develop personally and professionally.
• Excellent written and verbal communication skills.
• Entrepreneurial mindset.
• CRM and digital experience enthusiasm with a record of helping client and internal teams deliver digital solutions.

Additional Information

• Contract type: This description does not list every activity, duty or responsibility required of the employee in this role. Duties, responsibilities and activities may change at any time, with or without notice.
• 22 days holiday.
• Comprehensive medical insurance plan for employee, spouse and children.
• Visa for employee, spouse and children.
• Flexible office times and working from home twice per week.
• Remote working from a place of choice for 2 weeks per year.