Salesforce Project Manager – CRM, Customer Care & Collections

Responsibilities

• Overall responsibility for the Salesforce introduction in the areas of Customer Care, Collections Management, CTI integration, and customer communication
• Management of the entire project lifecycle: planning, governance, scope and risk management, budget controlling, and reporting
• Coordination of functional and technical workstreams to align business requirements, Salesforce functionalities, and integration needs
• Management of data flows and interfaces between Salesforce and core systems such as MILES, AS400, and other internal applications
• Conducting workshops and decision-making rounds with business units, IT, service providers, and sponsors to define requirements, priorities, and roadmaps
• Central coordination point between Customer Care, Collections, IT, Salesforce implementation partners, and external service providers
• Support for the migration and transformation of Collections processes to Salesforce
• Integration of the existing CTI solution into the Salesforce environment, considering operational processes and architectural standards
• Introduction of digital communication channels such as email and SMS in Salesforce
• Management of dependencies with external partners such as call centers, debt collection service providers, and fleet management providers, including interfaces, reporting, and processes
• Coordination with national and international stakeholders and timely escalation of risks
• Regular status reporting to management and the steering committee
• Contribution to the long-term Salesforce roadmap and the CRM, Customer Care, and Collections strategy for Germany

Requirements

• Demonstrable experience in leading complex Salesforce implementation projects, ideally within financial services or banks
• Sound understanding of Customer Care, CRM, and Collections processes
• Experience in coordinating system integrations with CRM, telephony/CTI platforms, core banking systems, and third-party providers
• Strong stakeholder management skills and confident presence at both operational and management levels
• Experience in international and cross-departmental project environments
• Very good project management skills in planning, governance, service provider management, risk management, and delivery
• Desirable: Experience with Salesforce Service Cloud
• Very good German and English language skills

Project details

01.11.26

3 years (6-month assignments)

Industry: Bank

• Start: 2026-11
• Duration: 48 Monate
• Remote: remote
• Location: Düsseldorf, Deutschland, DE
• Languages: German