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

- Contribute to the development and execution of change management strategies aligned with program objectives.
- Support the creation and maintenance of detailed change plans.
- Identify and assess change impacts across business functions and user groups.
- Support readiness assessments throughout the project lifecycle.
- Map and analyze impacted stakeholder populations.
- Support stakeholder engagement activities.
- Develop stakeholder-specific engagement plans.
- Build relationships with key business representatives.
- Develop communication plans, execute campaigns.
- Create change narratives, key messages, FAQs, presentations and success stories.
- Coordinate communication activities with the Program Change Manager
- Support training needs assessments.
- Coordinate training preparation and deployment activities.




- Ensure users have access to appropriate learning resources.
- Define and track adoption indicators.
- Support the creation of readiness and adoption dashboards.
- Collect feedback from users and stakeholders.
- Identify adoption risks and recommend mitigation actions.
- Support post-go-live adoption activities and continuous improvement initiatives.

Required Skills & Experience

- 5+ years of experience in Change Management.
- Proven experience supporting large-scale business and digital transformation programs.
- Experience with CRM, Customer Success, Marketing, Salesforce, or related platforms is highly desirable.
- Experience working in integral and multicultural environments.

Change Management Expertise

- Stakeholder analysis and engagement.
- Change impact assessment.
- Communications planning and execution.
- Training and enablement.
- Adoption measurement and reporting.
- Readiness assessment.
- Excellent written and verbal communication skills in English.
- Ability to tailor messages for executives, managers, and end users.
- Strong presentation and facilitation skills.
- The consultant will contribute to:
- High stakeholder engagement and sponsorship alignment.
- Effective communication and awareness across impacted populations.
- Successful deployment of training and enablement activities.
- Positive readiness and adoption indicators.
- Achievement of business adoption objectives for Customer Success and Marketing teams.
- Sustainable adoption of new tools, processes, and ways of working.

📌 Change Management Consultant (Madrid)
🏢 Coforge
📍 Madrid