Salesforce Functional Lead

About Horizontal Digital

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

Role Overview

Horizontal Digital is seeking a Salesforce Functional Lead to be based in Saudi Arabia (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 be responsible for guiding cross-functional teams, collaborating with other project leads, and managing stakeholders across all organizational levels. The position requires 5-10 years of experience.

Key Responsibilities

• Act as the 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 advocate for high-ROI solutions.
• Understand the client's business, internal dynamics, industry, and competition to deliver appropriate solutions.
• Proactively manage accounts, identifying opportunities and mitigating risks.
• Align platform capabilities with business goals and strategy.
• Translate business requirements into functional requirements and guide their implementation.
• Collaborate with multi-disciplinary teams including project managers, designers, developers, architects, and business experts.
• 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 current certifications, and stay updated with the Salesforce ecosystem and wider technology trends.

Activities and Deliverables

• Plan and conduct discovery workshops covering customer journeys and business processes.
• Perform current-state analysis of existing business processes, personas, journeys, and channels.
• Define and document the to-be state, 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.
• Conduct working sessions, stand-ups, and product/functionality demos.
• Plan and execute User Acceptance Testing (UAT), including documentation.
• Plan and deliver user training.
• Produce journey, flow, and process diagrams, including L2 and L3 business process diagrams.

Candidate Profile

• Experience in CRM and digital experience, with a track record of delivering digital solutions for clients.
• Ability to manage multiple demands, shifting priorities, and rapid change with confidence.
• A proactive approach to ambiguity.
• Demonstrated trustworthiness, empathy, and accountability with clients, colleagues, and partners.
• Strong communication skills, both written and verbal, with the ability to lead strategic meetings and presentations.
• An entrepreneurial mindset, contributing to the growth of Horizontal Digital in the region.

Benefits

Benefits in KSA include 22 days of holiday, comprehensive medical insurance for the employee, spouse, and children, and visa support for the employee, spouse, and children. The role offers flexible office times, with the option to work from home twice per week, and remote working from a location of choice for two weeks annually.