About the Mission
ABOUT US Familiehulp is a leading Flemish healthcare provider that offers support at every stage of life, with the aim of improving the quality of life at home. They are active in family care, maternity care, domestic help (with service vouchers) and elderly care. CONTACT For this request, please contact ProUnity via oc-cdm@pro-unity.com FUNCTION As a program manager for the CRM program at Familiehulp, you are responsible for the strategic management, realization and coherence of several interconnected sub-projects within an extensive CRM change project. You enter an already running program and quickly assess the current state of affairs based on existing documentation and conversations with those involved. This requires immediate situational insight and a sharp look at the current state of affairs. You monitor the translation of the intended end goal into concrete actions (scope), manage the budgets and timing, and direct the interaction between the various actors and stakeholders. You translate complex objectives into a coherent program with a clear, realistic planning. You test each business question against the strategic framework and business architecture of the program. You dare to escalate and advise management when short-term decisions undermine long-term objectives. You actively participate in the steering group: you prepare the agenda, take note of the agreements made and take the initiative to work with the project leaders based on those agreements. You proactively initiate structured coordination with management and establish clear escalation paths, even when management has limited availability. Program management and progress You coordinate the operation of internal and external actors and monitor the results from a helicopter view. You identify points of interest in a timely manner about the progress of the working groups in terms of content, timing and budget. You act as a link between the team members of the project groups, the external parties and the steering group. You direct and streamline the various sub-projects and project leaders to achieve the common end goal. You identify risks and adjust based on scope, time and budget. Governance and decision-making You set up a clear governance structure for the program, or you fall back on her or his organization for this. Without a solid governance structure, the basis for controlled decision-making and transparent reporting is lacking. You translate decisions taken into concrete action by all parties involved, including management, suppliers and internal teams, and monitor their follow-up with authority. You recognize when a change request from the business is strategically unwise or undermines the long-term objectives of the program. You do not simply implement what is requested, but escalate, make adjustments and advise management on the broader impact of a choice. Strategic framework and business architecture You help build the strategic framework and business architecture of the program, or you rely on your own organization for this. Without this framework, there is no reference to test short-term decisions against the intended end situation. You monitor and report the intended added value of the program. Delivering deliverables is a means, not an end. The real measure is whether Familiehulp effectively realizes the intended value. Suppliers and partners You actively manage external IT suppliers and monitor contractual agreements, quality and timing. Supplier management is one of the most underestimated sources of risk in CRM processes. You can fall back on his or her organization with expertise in program management and change processes. This increases the quality and resilience of the program, especially in complex or critical phases. Change and adoption You actively guide the human side of the transformation and focus on adoption. Tech
Required Skills
Business Process Management, CRM-platformen (Salesforce / Microsoft Dynamics 365 / SAP Customer Experience), Data & integratie (API’s / middleware), Data governance & GDPR (GDPR), Strategic Management Consulting
Practical Information
- Company: Confidential
- Location: Brussel – On-site
- Start Date: 27 April 2026
- End Date: 4 June 2027
- Duration: 14 months
- Contract Type: Freelance / Mission
- Application Deadline: 12 May 2026