Salesforce Functional Lead

About Horizontal Digital

Horizontal Digital is a digital consultancy focused on creating intuitive and empathetic digital experiences that address customer needs for ambitious companies. The company integrates strategy, data, design, and technology to deliver solutions that enhance customer experience.

The Role of Salesforce Functional Lead

Horizontal Digital is seeking a Salesforce Functional Lead based in Saudi Arabia, specifically in Riyadh or Jeddah. This full-time role involves shaping and leading the functional design of a large-scale Salesforce program for a major enterprise client within the Kingdom. The lead will guide cross-functional teams, collaborate with other project leads, and manage stakeholders across all organizational levels. The position requires a passion for experience strategy, design, and digital platform development, along with a track record of managing significant client projects and driving account success. Candidates should have 5-10 years of experience.

Key Responsibilities

• Act as Functional Lead, ensuring successful delivery on scope, deliverables, budget, client satisfaction, business outcomes, and team engagement.
• Serve as a trusted advisor to the client, maintaining open communication and guiding efforts to manage and exceed expectations.
• Build and sustain strategic client relationships, running programs that identify and address client needs.
• Anticipate client needs and concerns, advocating for high-ROI solutions.
• Understand the client's business, internal dynamics, industry, and competition to provide timely solutions.
• Proactively manage accounts, identifying opportunities, foreseeing risks, and contributing to account growth.
• Align platform capabilities with business goals and strategy.
• Translate business requirements into functional requirements and guide their implementation.
• Collaborate with multi-disciplinary teams (project managers, designers, developers, architects, business experts) to deliver solutions.
• Contribute to deliverables such as digital roadmaps, MVP definition, feature prioritization, requirements documentation, UX recommendations, and agile delivery reviews.
• Train the client's team on the new system.
• Mentor associate delivery team members.
• Explain Horizontal Digital's Salesforce practice capabilities and offerings.
• Contribute to practice thought leadership and innovative client solutions.
• Participate in practice events and training, maintain certifications, and stay updated with the Salesforce ecosystem and technology trends.

Activities and Deliverables

• Plan and conduct discovery workshops covering customer journeys and business processes.
• Perform current-state analysis (existing business processes, personas, journeys, channels).
• Define and document the to-be state (business processes, journeys, channels), including sales and service processes.
• Translate high-level customer journeys and business processes into Salesforce functionality.
• Elicit, analyze, and prioritize requirements.
• Write and refine user stories and epics in Jira.
• Run working sessions, stand-ups, and product/functionality demos.
• Plan and conduct User Acceptance Testing (UAT), including plan and documentation.
• Plan and deliver user training.
• Produce journey, flow, and process diagrams, including L2 and L3 business process diagrams.

Qualifications and Requirements

• Experience in CRM and digital experience, supporting programs with complex business, UX, and technical challenges.
• Ability to manage multiple demands, shifting priorities, and rapid change.
• Strong stakeholder management and communication skills, including explaining scope, milestones, risk mitigation, and outcomes to executives and daily contacts.
• In-depth experience in end-to-end digital experience design and development.
• Proven success in designing scalable solutions with collaborative teams and hands-on involvement in system configuration.
• Salesforce certification(s) with a strong understanding of the product set, especially Marketing Cloud and/or Account Engagement (Pardot).
• Excellent written and verbal communication skills, with the ability to lead strategic meetings and presentations.
• An entrepreneurial mindset to contribute to regional growth.

Preferred Qualifications

• Background in travel, aviation, or hospitality programs.
• Previous delivery experience in Saudi Arabia or the wider GCC.
• Bachelor's degree.