Scope of the role
Team Leadership : Provide leadership, guidance, and mentorship to a team of CRM administrators, fostering a collaborative and productive work environment members to foster a culture of continuous improvement and innovation.
System Administration : Maintenance of the CRM system to meet FPA s needs and ensure seamless operation.
Workflow Management : Coordinate workflow assignments and priorities within the administrative team, ensuring tasks are completed on time and in alignment with business requirements.
User Support and Training : Direct the provision of user support, troubleshooting assistance, and training to CRM users across different departments and levels of the business.
Process Improvement : Identify opportunities for process optimisation and automation within CRM administration tasks, streamlining operations and enhancing efficiency in the CRM platform.
Data Management : Ensure data integrity, quality control, and compliance with data privacy regulations through effective data governance practices.
Reporting and Analytics : Oversee the development and maintenance of dashboards, reports, and analytics to monitor system performance, track key metrics, and provide actionable insights.
Continuous Improvement: Monitor CRM system performance and user feedback to identify opportunities for enhancement and optimisation. Drive continuous improvement initiatives to increase system efficiency and effectiveness.
Role Responsibilities
Team Leadership and Management:
- Lead, mentor, and coach a team of CRM administrators, developers, business analysts including other embers of the Delivery team fostering a culture of collaboration, continuous improvement, and high performance.
- Define roles, responsibilities, and goals for team members, ensuring alignment with the team and FPA s business objectives.
- Conduct regular performance evaluations, provide constructive feedback, and support professional development opportunities for team members.
CRM System Administration:
- Maintenance of the CRM system to meet business needs and optimise functionality.
- Manage user access, security settings, data imports/exports, and integration with other systems to ensure seamless data flow and operational efficiency.
- Stay informed about CRM updates, new features, and best practices, implementing changes as needed to enhance system usability and performance.
User Support and Training:
- Provide expert-level support and troubleshooting assistance to CRM users across various departments and levels of the business.
- Develop and deliver comprehensive training programs, workshops, and resources to promote effective use of CRM tools and functionalities.
- Collaborate with stakeholders to gather user feedback, identify pain points, and implement solutions to improve user experience and adoption rates.
Process Optimisation and Efficiency:
- Identify opportunities for process improvement and automation within CRM administration tasks, driving efficiency gains and operational excellence.
- Streamline workflows, standardise procedures, and implement best practices to enhance productivity and reduce manual effort within the CRM system.
- Monitor system performance metrics, analyse data trends, and leverage analytics to optimise workflows and resource allocation.
Data Management and Governance:
- Implement data governance policies and procedures to ensure data integrity, quality control, and compliance with regulatory requirements (e.g., GDPR, CCPA).
- Develop and enforce data management protocols for data entry, validation, cleansing, and archival within the CRM database.
- Collaborate with stakeholders to define data segmentation strategies, reporting requirements, and data-driven decision-making processes.
Reporting and Analytics:
- Design and maintain dashboards, reports, and analytics to track key performance indicators (KPIs), measure CRM system effectiveness, and provide actionable insights.
- Present findings and recommendations to senior management, highlighting opportunities for business growth, process improvement, and customer relationship management.
Continuous Improvement:
- Promote a culture of continuous improvement by identifying opportunities to enhance processes, tools, and methodologies in data and analytics delivery.
Health & Safety:
- You are expected to understand Health and Safety matters that relate to your role and to manage daily activities to fully comply with all Health & Safety Executive (HSE) legislation, regulation, and policies.
It s expected that some hours will be worked in excess of the normal working week. (No additional remuneration is payable for this)
Regular working hours are:
- 7:30 am to 4:30 pm IST (Apr-to-Sep)
- 6:30 am to 3:30 pm IST (during NZ Daylight Saving days Sep-Apr)
What Youll Bring to Our Team Experience
- 7+ years demonstrated experience delivering Salesforce solutions across multi-cloud environments , ensuring seamless integration and platform efficiency.
- 7+ years demonstrated experience in Force.com development, with strong focus in Apex and Visualforce, Lightning Components & API/Web Services (SOAP & REST APIs).
- Strong expertise in Salesforce Order Management System (OMS) implementations , from design to deployment and post-go-live support.
- Demonstrated success in implementing Salesforce within the Home Appliances sector , with deep understanding of industry-specific needs and regulatory nuances, particularly across the Australia and New Zealand (ANZ) region .
- Brings a wealth of experience in managing the end-to-end lifecycle of Salesforce systems, driving operational excellence, and supporting organisational goals through effective CRM utilisation and optimisation.
- Exceptional communication and interpersonal skills, with the ability to build rapport and trust with customers and internal stakeholders.
- Strategic thinking and problem-solving abilities, with a focus on driving results and delivering value to customers.
- Knowledge of CRM platforms, agile methodologies, and customer success best practices is a plus.
Qualifications:
Bachelor s degree in information technology, business administration, project management, or a related field.
Skills & Attributes
Technical Proficiency : Strong technical skills in CRM system administration, customisation, and integration. Proficiency in CRM platforms such as Salesforce, Microsoft Dynamics, or others.
Analytical Skills : Ability to analyse data, interpret trends, and derive actionable insights to drive strategic decision-making and operational improvements.
Project Management : Experience in managing CRM projects from initiation to completion. Ability to define project scope, manage timelines, allocate resources, and ensure project deliverables meet quality standards.
Communication Skills : Excellent verbal and written communication skills to effectively interact with stakeholders at all levels of the organization. Ability to convey complex technical information to non-technical audiences.
Problem-Solving Skills : Strong problem-solving abilities to troubleshoot technical issues, resolve user concerns, and implement solutions that enhance CRM functionality and usability.
Leadership and Team Management : Experience in leading and managing teams, fostering a collaborative work environment, and empowering team members to achieve CRM objectives.
Business Acumen : Understanding of business processes, customer journey mapping, and industry dynamics to align CRM initiatives with organizational goals and customer needs.
Adaptability and Learning Agility : Willingness to adapt to evolving technologies and industry trends. Commitment to continuous learning and professional development in CRM best practices and innovations.
Behavioural
Analytical Thinking: Ability to dissect complex problems, identify key insights, and formulate data-driven solutions.
Communication: Effective verbal and written communication to convey findings and recommendations to diverse audiences.
Teamwork: Collaboration and cooperation with cross-functional teams to achieve common goals.
Adaptability: Willingness to embrace new technologies and methodologies and adapt to changing data requirements.
Problem Solving:
A strong aptitude for creative problem-solving and a desire to continuously improve data analysis processes.
Attention to Detail:
A meticulous approach to data preparation and analysis to ensure accuracy and reliability.
Time Management:
Effective time and project management skills to meet deadlines and prioritise tasks.
