Discovery and business analysis
Macroprocess workshops, as-is/to-be mapping, functional specifications, user stories and acceptance criteria.
Enterprise Salesforce delivery
Senior functional ownership from discovery to adoption.
Nine years across Service Cloud, Sales Cloud and Experience Cloud. I bridge business leaders, platform teams and vendors, then stay through UAT, rollout and live operations. Company engagements start at €750 per day.
- 4+ years
- Dior engagement
- 4 markets
- International go-lives
- 12+ channels
- Omnichannel scope
Where I create leverage.
My lane
Service Cloud lead, senior BA, functional product owner, solution discovery, omnichannel operations, UAT and rollout leadership, and integration coordination.
Not my lane
I am not positioning as an Apex/LWC production developer, Data Cloud specialist, CPQ/Revenue Cloud lead, or Field Service implementation owner. I work with those specialists when the solution requires them.
Flagship engagement · Dior
Four programs. Four markets. One functional owner.
Led DiorLink Clienteling and Dior Care end to end, from workshops to a clean rollout across four international markets with zero critical defects.
Read the Dior case studyThe work between the brief and the go-live.
Service Cloud and operations
Case management, SLAs, escalation, knowledge, security, reporting, supervisor workflows and adoption.
Omnichannel and CTI
Routing architecture across phone, chat, email and social channels; Odigo, Powerfront, Alcmeon and vendor coordination.
Product and delivery leadership
Backlog ownership, SAFe delivery, UAT, go/no-go, multilingual training and international rollout.
Integration coordination
REST APIs, MuleSoft, Platform Events, Talend data flows and the translation between business and technical teams.
Earlier site experience · recruiter workflow
Test the role against my actual track record before the call.
I built a recruiter-facing flow for MeetMarwane: paste a Salesforce job description, compare it only with my fixed profile, inspect the strengths and blockers, then decide whether a qualification call is useful.
This is separate from JD Matcher, where any candidate can bring their own CV. The recording shows an earlier version of this portfolio experience.
Recruiter toolMeetMarwane recruiter tool30 sec30 sec · silent
My profile · role fitFixed profile · live role fit