At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design and technology together 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. Instead, 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.

But enough about us. Let’s talk about you.

The Salesforce Functional Lead must have the confidence to lead cross-functional teams, the ability to partner with lateral project leads, and the client advocacy skills to manage clients up and down an organizational structure. The ideal candidate has a strong passion for experience strategy, experience design and digital platform development. They have proven experience running substantial client projects and driving success at an account level.

The Salesforce Functional Lead thrives at the intersection of building today’s agreed-upon solution while also advocating for tomorrow’s next great step. They love navigating the complexities that digital projects can bring, daily inspiring and motivating their teams to do compelling and commercially successful work.

Do you love learning about technology, having fun while you work, and delivering exceptional client outcomes? If so, this might be the role for you!

What you’ll do:  

• Plan and lead discovery and strategy workshops, including business objectives/challenges and transformation design. 
• Define and document L1 end-to-end business processes and customer journeys, including third-party systems, and detail them to L2 and L3 for implementation. 
• Own the product roadmap and the prioritization argument behind it. Align platform capability to business goals — and say plainly when the platform is the wrong answer. 
• Perform current-state (as-is) analysis and lead future-state (to-be) design, including process flows, customer journeys, KPI and reporting definition. 
• Lead requirements elicitation, analysis and prioritization; write and groom epics and user stories; secure requirement sign-off and manage scope reconciliation with the Project Manager. 
• Provide functional support to the build team and run functionality demos the client believes. 
• Lead UAT planning and execution through client sign-off, and own end-user training and handover. 
• Collaborate with data/integration leads to design data migration and integration strategies in line with documented requirements. 
• Shape cross-platform Data and Agentic AI use cases — the grounding and data strategy behind them, where an agent should and should not act, and how the outcome gets measured. 
• Use GenAI in your own craft to accelerate discovery synthesis, documentation, story writing, process mapping, prototypes and demos. 
• Act as the business-level relationship owner on your track, and secure client sign-off on functional deliverables. 
• Reinvest in the practice by developing thought leadership and best practice, delivering internal training, and supporting new business pitches and scoping/estimation. 

Who you are:  

• You are an Enterprise Technology enthusiast who can understand and support a program with complex business, user experience, and technical challenges. 
• You structure ambiguity. You break a messy situation into coherent problem areas rather than restating the symptoms. 
• You can get three functions to a decision when all three disagree, and all three are partly right. 
• You make pragmatic calls with incomplete information, and you know what must be decided now, what can wait, and what to escalate. 
• You think in roadmaps and trade-offs, and you can say what you would not do, and why. 
• You are a good listener with the poise to lead conversations that may challenge established perspectives on business processes or technology enablement. 
• You are flexible with the ability to handle multiple demands, shifting priorities, and rapid change. Ambiguity is not something that scares you. 
• You are recognized as trusted, empathetic, and accountable in relationships with clients, colleagues, and other industry professionals. 
• You communicate clearly in writing and in person, from a workshop whiteboard to a CXO readout. 
• You own outcomes rather than outputs and stay with a decision through to go-live. 

What you bring:   

Essential 

• 6+ years in client-facing consulting, business analysis or delivery, with at least two of those on Salesforce programmes. We care more about the complexity of what you have led than the number of years behind it. 
• Demonstrated strength in stakeholder management, conflict resolution, and communication with senior business stakeholders. 
• Experience leading discovery and translating business objectives into requirements, process design, customer journeys and a prioritized roadmap. 
• Superior analytical skills and a working understanding of Agile delivery across the full lifecycle. 
• Practical, hands-on use of GenAI tools in consulting or delivery work. 
• Bachelor's degree. 

Great to Have 

• Hands-on experience across multiple Salesforce clouds - Sales, Service and Experience Cloud, Marketing Cloud, Data Cloud or Agentforce. We work across all of them. 
• Salesforce certifications – Sales, Service, Data360, Agentforce, Marketing. 
• Industry background in real estate, hospitality, aviation, healthcare, financial services or retail. 
• Exposure to clients in the GCC, Europe or the US. 
• Master's degree in business administration - strategy, consulting, marketing, operations, general management or technology. 

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.