Functional Expert - Order taking & Contract management

Digital Commerce Functional Expert — Order Taking & Contract Management 

Function: 

Digital Commercial & Growth Hub 

Reports to: 

Digital Commerce Product Head 

Scope: 

Global — CRM (MyCRM) & eB2B Platform (Opella+) — Order Taking & Contract Management 

Role Overview 

The Functional Expert supports the end-to-end product lifecycle for Order Taking & Contract Management capabilities within MyCRM (Opella's CRM) and Opella+ (Opella's eB2B platform), serving Sales Representatives, Key Account Managers, and Customer Service teams globally. 

Main Responsibilities 

A — Order Taking & Contract Management — Functional Expert (MyCRM & Opella+) 

Support the end-to-end product lifecycle for the transversal Order Taking & Contract Management features within MyCRM and Opella+, serving Sales Representatives, Key Account Managers, Customer Service teams, and Trade partners globally: 

Product Backlog & Delivery Support 

• Lead definition and maintenance of the product backlog for Order Taking and Contract Management features across MyCRM and Opella+, translating business requirements into well-defined user stories, epics, and acceptance criteria. 

• Write functional specifications and ensure stories are ready for development (Definition of Ready) and meet quality standards upon delivery (Definition of Done). 

• Track and monitor delivery progress, flagging risks or blockers to the Product Head. 

• Support issue resolution in line with Support governance, acting as a first point of contact for functional queries related to order and contract features. 

Order Taking & Contract Management — Solution Enablement Support 

• Support the rollout and continuous improvement of Order Taking features within MyCRM and Opella+, enabling Sales Reps and Customer Service teams to create, validate, and process customer orders seamlessly (manual order entry, cart management, promotional pricing, order confirmation workflows). 

• Partner with Commercial, Trade Marketing, and Customer Service business owners to understand order-to-cash workflows and translate them into prioritised platform requirements and enhancements. 

• Support the configuration and management of Contract Management features within MyCRM, enabling Key Account Managers to create, track, and enforce customer agreements (trade terms, promotional contracts, rebate frameworks, compliance tracking). 

• Support the configuration and localisation of order and contract templates to meet market-specific commercial rules, pricing structures, and regulatory requirements (e.g., local trade terms, GDPR, data privacy). 

• Participate in UAT (User Acceptance Testing) cycles, coordinating with market teams and ensuring business sign-off on new features, releases, and contract/order configuration. 

• Support countries adoption and enablement around order taking and contract management through regular community calls. 

Integrations & Data 

• Collaborate with technical teams to support seamless integration between MyCRM, Opella+, and related systems (ERP, finance systems, logistics platforms, reporting and BI tools) to ensure end-to-end order and contract data flows. 

• Help define KPIs and measurement frameworks to track Order Taking performance (order fill rate, order processing time, eB2B adoption rate, self-service penetration) and Contract Management effectiveness (contract compliance rate, rebate accuracy, agreement coverage). 

• Assist in monitoring data quality for order and contract records, flagging inconsistencies that may impact commercial reporting or financial reconciliation. 

Vendor & Support Coordination 

• Act as a point of contact for day-to-day coordination with MyCRM and Opella+ vendors on order and contract-related functional topics, ensuring support tickets SLAs are respected. 

• Escalate recurring issues and contribute to continuous improvement initiatives with vendors and internal technical teams. 

B — Product Governance & Stakeholder Engagement 

• Handle product governance for Order Taking & Contract Management features across MyCRM and Opella+, ensuring the product roadmap is delivered on time and aligned with commercial expectations. 

• Maintain product documentation, user guides, release notes, and training materials for order and contract management capabilities. 

• Liaise with commercial teams to gather field feedback, usage insights, and prioritisation inputs from Sales, Customer Service, and Key Account Management teams. 

• Monitor product performance metrics and user adoption; contribute data-driven inputs to roadmap prioritisation for MyCRM and Opella+ features. 

Required Qualifications 

Education 

Bachelor's or Master's in Business, Information Systems, Digital Commerce, or equivalent. 

Experience 

3–5 years as a Junior Product Owner, Business Analyst, or in a digital product/project role. Agile exposure is a plus. 

CRM & eB2B 

Basic knowledge of CRM and eB2B platforms. Salesforce, SAP, or similar experience is a strong advantage. Salesforce CG Cloud / B2B Commerce is a plus. 

Commercial 

Exposure to order-to-cash, contract management, or trade terms in FMCG/FMCH is appreciated but not required. 

Agile & Data 

Familiarity with Scrum/SAFe, Jira, and Confluence; comfort with KPI tracking and reporting tools. 

Skills & Profile 

• Proactive and autonomous — able to manage multiple priorities in a global, matrixed organization. 

• Clear communicator, adaptable to field, product, technical, and finance audiences. 

• Detail-oriented with genuine curiosity for digital commerce, CRM, and B2B ordering technologies.