Job Description

Join our Commercial Customer Experience team in Gdansk and be responsible for shaping and evolving our customer care platform, which is central to delivering our quality promises to customers. You will ensure that our commercial organization is empowered to deliver excellent customer service and manage customer relationships optimally. You will translate business needs into clear requirements, collaborate with diverse Salesforce implementation teams, and ensure successful delivery and adoption of CRM capabilities.

• Act as Business Analyst within the CRM product team for Salesforce (Service & Sales Cloud)
• Own requirements and functional alignment end-to-end from initial problem definition through implementation, UAT acceptance, and rollout, working closely with business stakeholders, product management, and delivery teams throughout the lifecycle
• Gather, structure, and clarify business requirements and translate business demands into clear user stories, acceptance criteria and functional specifications
• Collaborate closely with Salesforce Architects and the implementation provider on functional solution shaping and delivery
• Act as main interface between business requestors, product management, and Salesforce implementation teams
• Support backlog management, refinement, and prioritization together with Product Management
• Validate delivered functionality against business requirements and acceptance criteria
• Coordinate and support testing activities, including test case definition and execution from a business perspective
• Support rollouts, adoption, and change management activities for new CRM features and process changes
• Contribute to the continuous improvement of ways of working, collaboration models, and role interfaces within the CRM product team as the platform and organization evolve
  

• 3+ years of experience as a Business Analyst, Functional Consultant, or similar role in CRM / Salesforce environments
• Solid hands-on experience with Salesforce Service Cloud in a functional role
• Strong understanding of CRM concepts and business processes in an omni-channel environment
• Ability to translate vague business needs into clear user stories and functional solution concepts
• Good understanding of Salesforce standard capabilities and configuration options
• Knowledge of AI to boost productivity in customer service processes is a bonus
• Experience working with external delivery partners and/or multiple implementation teams
• Experience supporting rollouts, user adoption, and business change
• Comfortable working in an agile, professional environment where business needs change dynamically

• Ability to understand, explain and discuss complex topics in fluent English

• Desire to work in a diverse and international organization

With a fleet of 313 modern container ships and a total transport capacity of 2.5 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 14,000 employees and 400 offices in 140 countries. Hapag-Lloyd has a container capacity of 3.7 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 133 liner services worldwide ensure fast and reliable connections between more than 600 ports on all the continents. In the Terminal & Infrastructure segment, Hapag-Lloyd has equity stakes in 21 terminals in Europe, Latin America, the United States, India and North Africa. Around 3,000 employees are assigned to the Terminal & Infrastructure segment and provide complementary logistics services at selected locations in addition to the terminal activities.