Principal Systems Analyst, Salesforce

Job Description

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.