Salesforce Administrator - Team Lead

Job Locations United Kingdom-London
ID
2021-8036

Introduction

The Economist Group logo

 

The Economist is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

 

The appointee will join the team as a new business and growth strategy unfolds and the need for digital customer experience and technology excellence becomes paramount in our ability to deliver this. Salesforce forms the core of our new future customer experience (FCX) platform currently being delivered for our B2C Economist subscription business unit as part of a multi-year and multi-million pound business transformation. All of our global 1m+ B2C customers will start their digital engagement with The Economist through registering within the Salesforce identity solution with Community cloud and then all subsequent digital or customer service interactions will go through Salesforce Community, Service or Marketing Cloud mechanisms.  This exciting, state of the art digital platform therefore spans multiple Salesforce Clouds with close integration with ecommerce and subscription billing packages to deliver amazing, end-to-end customer experiences.

 

The Economist Group also has an existing, global implementation of Service cloud driving B2B sales and revenue for our global B2B Economist Impact and Economist Intelligence business units. There is integration with multiple marketing automation solutions, use of the Force.com platform and some downstream integrations with workflows, document generation and financial solutions.   

 

We now need a Salesforce Administrator Team Leader to significantly increase our Salesforce capabilities and provide a Salesforce subject matter expert, with a customer and commercial mindset, to help us deliver on our business growth strategy.  The appointee will take an active role in assessing, designing and delivering Salesforce solutions to support business needs, working closely with senior business stakeholders. Responsibilities will also include Salesforce configuration along with the system maintenance and customization to support business requirements, recommending opportunities for on-going improvements as appropriate. The role demands considerable Salesforce.com experience across multiple domains.  In addition you will be responsible for managing a team of 4 Salesforce Administrators, based in London and Gurgaon.

 

This is  the  time to  be  joining a  profitable, responsible business with a brand and culture that you can  be proud of and with every opportunity to deliver success for the Group and yourself.  You will gain exposure to multiple Salesforce Clouds, be part of an on-going digital transformation programme, be a part of a dynamic team and interact with stakeholders across different business units, departments and levels across the globe.

Accountabilities

In this role you would be expected to:

  • Providing support for the day to day management of Salesforce.com Sales Cloud, Service Cloud, Community Cloud and Force.com.
  • Provide support for Platforms integrated and/or built on the Force.com platform, such as Zuora, Limio and Sage HR.
  • Lead a motivated and productive team of Salesforce Administrators.
  • Performing administrative tasks such as setting up users, creating or updating fields, workflows and process builder, creation of reports and dashboards and managing data using data loader or other tools.
  • Deliver considered, concise and relevant presentations to internal and external teams, with insights driven by data
  • Drive business process optimisation, including mapping as-is and target processes
  • Working closely with the business to keep the data storage capacity below 85% capacity. 
  • Assisting the Salesforce developers with enhancement requests requiring declarive developments. 
  • Support data management activities to ensure a high level of data quality and integrity is continuously maintained
  • Troubleshoot issues raised by users and provide prompt resolution. Escalate to senior team members within the internal team or Premier Support as necessary
  • Recommend and ensure the required configuration and process automation are in place to enforce a high data standard
  • Create custom build reports for trend analysis using standard reports functionality as well as Reporting Snapshot and Historical Trending
  • Deliver Salesforce training session to both new and existing users
  • Facilitate workshops, interviews and other requirement gathering meetings
  • Create new and keep existing Salesforce related technical documents or training materials up-to-date
  • Keep up-to-date with new Salesforce releases and promptly identifies: 1.Features which could add value to the Economist Salesforce users 2. Features which will impact existing processes and require urgent attention
  • Assist in performing and executing functional testing. Developing use cases, test scripts, and translate these for usage in automated regression testing
  • Work with business colleagues to gain user acceptance and engagement

Experience, skills and professional attributes

The ideal skills for this role are:

  • At least 5 years of Salesforce experience gained in a similar role.  Salesforce Administrator certification is required as a minimum and Platform App Builder and Advance Administrator desirable.
  • A strong understanding of how to customize Salesforce.com to drive efficiency and have experience integrating Salesforce with other platforms
  • Proven experience on Force.com and/or Sales, Service & Communities Clouds
  • Proven experience with installed packages such as Conga, Zuora.
  • Proven experience with Salesforce CTI configuration, such as NiceInContact, Natterbox, Vonage.
  • Strong stakeholder management and engagement skills.
  • Comfortable working with colleagues from across all levels of the business (including board level)
  • Experience of being able to challenge and influence decisions.
  • Adaptable and comfortable working in areas of significant ambiguity.
  • A proven track record providing level 1 and 2 support on Salesforce.com
  • Data analysis and management experience
  • Hands on experience using Jira, other similar work management tools.
  • A proven track record of teamwork with non-technical client staff and colleagues
  • Degree in a relevant field 
  • Strong experience with MS Excel
  • Experience using mass data upload and update tools, preferably Demand Tool
  • Experience leading a team of Salesforce Administrators
  • Stellar communication skills, verbal and written

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