Salesforce Functional Lead

Location: Riyadh or Jeddah, Kingdom of Saudi Arabia

At Horizontal Digital, we hold ourselves to one key belief: you're only as good as your worst customer experience. This mantra drives our digital consultancy to think beyond the easy answers and create websites, apps, portals and other experiences that solve customer needs for ambitious companies in intuitive and empathetic ways. We make this standard a reality by fusing strategy, data, design and technology to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock Arms

We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show Hustle

We're not ones to sit on our hands and wait. We anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace Change

From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what's next.

Elevate Empathy

We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never Settle

We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

About The Role

We're looking for a Salesforce Functional Lead based in Saudi Arabia to shape and lead the functional design of a large-scale Salesforce programme for a major enterprise client in the Kingdom.

You'll need the confidence to lead cross-functional teams, the ability to partner with other project leads, and the client advocacy skills to manage stakeholders at every level of an organisation. You'll bring a strong passion for experience strategy, experience design and digital platform development, and a track record of running substantial client projects and driving success at account level.

You'll be at your best building today's agreed solution while also making the case for tomorrow's next step. You enjoy working through the complexity that large digital programmes bring, and you inspire and motivate your team every day to do compelling, commercially successful work.

What You'll Do

Client leadership

• Act as Functional Lead on the engagement, making sure 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, so you can bring the right solutions at the right time
• Run the account proactively: spot opportunities, foresee risks and stay ahead of them while actively contributing 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 so they adopt the new system
  
  

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 your certifications current, and stay up to date with the Salesforce ecosystem and wider technology trends
  
  

Activities and deliverables

• Plan and run discovery workshops covering customer journeys and business processes
• Carry out current-state analysis (existing business processes, personas, journeys and channels)
• Define and document the to-be state (business processes, journeys and channels), e.g. 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 (Lucid/Docs)
  
  

Who You Are

• You're a CRM and digital experience enthusiast who can support a programme with complex business, UX and technical challenges, with a record of helping client and internal teams deliver digital solutions
• You're flexible and handle multiple demands, shifting priorities and rapid change with confidence, persistence and calm
• You see ambiguity as an opportunity, not a worry
• Clients, colleagues and partners see you as trusted, empathetic and accountable
• You're optimistic, positive and keen to learn, grow and develop, personally and professionally
• You communicate very well in writing and in person, and can lead strategic meetings and presentations, both face to face and online
• You have an entrepreneurial mindset and want to help shape Horizontal Digital's growth in the region
  
  

Essential

What you bring

• 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
• Strong stakeholder management and communication skills, and the ability to explain scope, milestones, risk mitigation and end-state outcomes to executives and day-to-day contacts alike
• 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
  
  

Nice to have

• Arabic language skills
• Background in travel, aviation or hospitality programmes
• Previous delivery experience in Saudi Arabia or the wider GCC
• Bachelor's degree
  
  

Our KSA benefits include:

• 22 days holiday
• Comprehensive medical insurance plan for employee and spouse and children
• Visa for employee and spouse and children
• Flexible office times and working from home twice per week
• Remote working from a place of your choice for 2 weeks a year
  
  

Application Tips

To help us review your application as smoothly as possible, we recommend submitting a clear, ATS-friendly CV using a simple format and standard headings such as Experience, Skills, and Education. Avoid complex layouts or graphics so your experience is captured accurately.

If you're unsure how to make your CV ATS-friendly, this guide provides helpful practical tips:

https://www.myperfectresume.com/career-center/resumes/how-to/ats-friendly

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.