Job Purpose
To maximise individual and company’s effectiveness through supporting the administration, development, continuous improvement and deployment of the CRM system in line with business requirements and processes.
Accountabilities
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Ensure on-going administration requirements are met including, but not limited to, managing user setup, customisation of objects and fields, data transfers and providing users with technical support and training.
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Assess and implement configuration changes to salesforce(SFDC) to enhance system functionality and reflect changes to business processes, including keeping abreast with new SFDC features, providing recommendations for process improvements, and evaluating their impact on existing customised functionality.
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Lead/co-ordinate key projects identified in SFDC plan, from planning through to testing and deployment, to deliver improvements that will better utilise the capabilities of the system taking into account business priorities, resources needed and realistic timings.
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Implement a data cleansing plan that improves data insight and interrogation to best support sales and marketing strategies of maintaining traction in our markets and making gains in new markets.
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Support relevant internal and external teams to ensure successful integration with other platforms e.g. website, data warehouse, customer portal.
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Create and maintain documentation on processes, policies and application configuration to comply with ISO9001 and help with development of user guide materials suitable for all users as the system is developed.
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Train new and existing users on how to use SFDC to best support business processes and provide consistent data quality.
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Develop and maintain reports and dashboards in conjunction with key managers to meet business requirements for information in order to manage teams and understand their market and customers.
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Meet health and safety requirements as specified in the Health & Safety policy.
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Carry out other duties as required and requested by line manager in line with the job purpose
Dimensions
Role supports approximately 240 people globally
Person Specification
Competencies
Business awareness
Collaborative team working
Problem solving
Customer commitment
Organisational excellence
Job Specific Skills / Knowledge
Strong data relationship and technical logic skills
Ability to quickly learn and understand the capabilities and constraints of a CRM system
Excellent written and verbal skills
Ability to communicate to all levels
Attention to detail
Understanding data manipulation and cleansing
Relevant Experience
A minimum of 18 months Salesforce experience as an administrator supporting, deploying and enhancing the Salesforce System
Proven experience of improving and refining custom objects, fields, record types, workflows/flows and approval processes
Administration experience on a global implementation
Experience of migration to Lightning (desirable)
Qualifications
Salesforce Certified Administrator ADM201 (essential)
Salesforce Certified Advanced Administrator ADM211 or equivalent (desirable)