Role: Change Management Consultant
Required Skills: (Salesforce Customer Success & Marketing Transformation), Lead to Cash (L2C) Hospitality program
Location: Madrid, Spain
Type: Contract

Mission background
Project Overview
Client is looking for an experienced Change Management Consultant to support two strategic transformation initiatives within the Lead to Cash (L2C) Hospitality program
Transformation Program :

L2C Customer Success Management
• A major transformation enabling Hospitality Customer Success teams through:
• Salesforce Customer Success Management (CSM) Foundation
• Customer 360 capabilities
• AI-powered Customer Health Scores
• Digital Success Plans and Playbooks
• Workflow automation
• Product adoption telemetry through Pendo
• The initiative aims to shift Hospitality from a reactive customer management approach to a proactive, data-driven Customer Success model at scale.

L2C Marketing
• A strategic migration of Hospitality Marketing capabilities onto Salesforce Marketing Cloud and Data Cloud, delivering:




• Personalized and automated marketing campaigns
• Improved lead-to-sales visibility
• Data-driven customer engagement
• Decommissioning of legacy marketing solutions
• Data foundations supporting future AI capabilities
• Together, these initiatives are foundational building blocks of the Hospitality Customer Life Cycle and future AI-enabled commercial capabilities.

Roles & Responsibilities
Mission Purpose
• The Change Management Consultant will support the successful adoption of new business processes, ways of working, platforms, and capabilities delivered through the Customer Success and Marketing transformations.
• The consultant will work closely with Client business stakeholders, project teams, subject matter experts, and leadership to ensure Client employees are informed, engaged, prepared, and ready to embrace the changes. The consultant will work with Client Program Manager as well.

Key Responsibilities
Change Strategy & Planning
• Cont

📌 Change Management Consultant (Madrid)
🏢 Coforge
📍 Madrid