Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.
The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.
We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.
We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.
Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.
Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.
Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.
Purpose of the job
The position demands a proactive approach, necessitating ownership, adept management, self-initiation, and a client-centric focus. The Salesforce Administrator role underscores Salesforce's pivotal role as a Loyalty Solution implementation partner. As part of our consultancy team, you'll collaborate with Salesforce and Loyalty specialists.
Your primary duty will involve implementing Salesforce solutions, particularly focusing on Loyalty Management initiatives. Your proficiency in Service and Sales Cloud deployment, coupled with your capability in integrating Salesforce with Marketing Cloud, will be instrumental in delivering favourable results for our clients..
Key Responsibilities
Client Collaboration
• Owning Client Relationships and Acting as the Trusted Advisor: Taking ownership of client relationships, you'll serve as the trusted advisor throughout the entire engagement process. This entails understanding the client's business needs, goals, and challenges, and providing expert guidance and recommendations. Your proactive approach ensures that clients receive personalized solutions that align with their long-term objectives, fostering trust and confidence in our consultancy.
• System Implementation Leadership: Taking charge of system implementation entails owning the understanding of each project's unique requirements, leading the implementation team, and ensuring alignment with client objectives. You'll personally configure Salesforce based on project specifications, manage timelines, and proactively drive smooth project delivery from inception to completion.
• Requirements Analysis Mastery:You'll deeply delve into business requirements, translating them into impactful Salesforce configurations. Working closely with both the implementation team and clients, you'll conduct comprehensive requirements analyses to grasp business processes, challenges, and goals. Your proactive approach involves identifying gaps, recommending best practices, and proposing solutions aligned with long-term client objectives.
• Configuration and Customization Expertise: Leveraging your advanced proficiency in Salesforce Service Cloud, Sales Cloud, and Marketing Cloud, you'll lead the configuration and customization efforts tailored to each client's specific needs. This may include setting up custom objects, fields, workflows, validation rules, and page layouts within Salesforce, aiming to optimize business processes, enhance user experience, and drive efficiency.
• Integration Leadership: Ensuring seamless integration between Salesforce and Marketing Cloud demands your leadership. You'll utilize your expertise in integration best practices to design, configure, and rigorously test integrations enabling smooth data and workflow exchange between systems. This encompasses managing API connections, configuring data mappings, and adeptly troubleshooting integration issues to ensure data consistency and reliability.
• Flows and Automation Management:You'll spearhead the development and implementation of Salesforce Flows and automation processes to streamline business workflows and elevate user experience. Using tools like Process Builder, Flow Builder, and Workflow Rules, you'll design and deploy automated processes, automating repetitive tasks, triggering actions based on predefined criteria, and enforcing business rules within Salesforce.
• Effectively managing data models, including data migration, cleansing, and maintenance, ensuring data integrity and accuracy. You'll play a pivotal role in designing and implementing data models, mapping data sources, executing data migrations using tools like Data Loader or Salesforce's native import wizard, and implementing data quality measures to ensure clean and reliable data.
• Security Settings Management: Configuring and maintaining security settings within Salesforce is crucial for data safeguarding and compliance. Collaborating closely with the project team and clients, you'll define roles, profiles, and permissions to control access to sensitive information, configure sharing settings for data visibility governance, and implement encryption and data masking techniques to protect data at rest and in transit.
• Training and Support Leadership: Providing advanced training and support to clients' end-users is essential for driving adoption and proficiency in Salesforce solutions. As a proactive manager, you'll develop comprehensive training materials, conduct engaging user training sessions, and offer ongoing support to address user questions and issues. Your guidance includes troubleshooting technical matters, advising on best practices, and fostering continuous learning to maximize Salesforce investments.
Knowledge, skills and experience required:
Knowledge:
* In-depth understanding of Salesforce platform capabilities, including Service Cloud, Sales Cloud, and Marketing Cloud.
* Proficiency in CRM best practices, including system configuration, customization, and integration.
* Nice to have: Knowledge of loyalty management principles and strategies.
* Familiarity with project management methodologies, such as Agile or Scrum.
* Understanding of data management principles, including data modeling, migration, and cleansing.
* Knowledge of security principles and practices within Salesforce.
* Awareness of industry trends and emerging technologies in CRM and loyalty solutions.
* Understanding of business processes and the ability to translate business requirements into technical solutions.
* Knowledge of training and user adoption strategies for Salesforce implementations.
* Familiarity with compliance standards relevant to CRM systems, such as GDPR or CCPA.
Skills:
* Leadership skills to effectively lead and motivate cross-functional teams.
* Excellent communication skills, both verbal and written, for client interactions, team collaboration, and documentation.
* Strong analytical and problem-solving skills to identify business needs and recommend appropriate solutions.
* Project management skills to manage timelines, resources, and deliverables.
* Technical skills in Salesforce configuration, customization, and administration.
* Ability to prioritize tasks and manage multiple projects simultaneously.
* Collaboration skills to work effectively with internal teams and external clients.
* Attention to detail to ensure accuracy in system configurations and data management.
* Presentation skills to conduct client meetings, training sessions, and project updates.
* Negotiation skills to manage stakeholder expectations and resolve conflicts.
Experience:
* Proven experience in Salesforce administration, configuration, and customization.
* Previous experience leading Salesforce implementation projects from initiation to completion.
* Experience working with cross-functional teams, including developers, analysts, and business stakeholders.
* Track record of successful project management, including meeting project milestones and delivering solutions within budget.
* Experience in conducting requirements analysis and translating business needs into technical requirements.
* Previous experience in client-facing roles, such as consulting or account management.
* Demonstrated ability to drive user adoption and provide ongoing support and training.
* Experience in data management, including data migration and integration.
* Familiarity with CRM-related compliance standards and regulations.
* Demonstrated ability to mentor and develop team members.
Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.
We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.
In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).
If you need any extra support throughout the interview process, then please email us at ukrecruitment@collinsongroup.com
We also have our very own Beacons (Domestic Abuse Advisors) supporting within each of our global offices. Our Beacons will be your point of contact if you or someone you know needs support.
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