Salesforce Business Analyst

Culligan UK limited; Wolverhampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading firm in water solutions based in Wolverhampton is seeking a talented CRM Manager to enhance the usability of their CRM platform. This role involves driving customer retention and satisfaction through effective management of the CRM system while collaborating with various departments. Candidates should have at least 3 years of experience in Salesforce administration and possess strong analytical and communication skills. Benefits include 25 days of holiday plus bank holidays, pension schemes, and ongoing training opportunities.

Benefits

25 days holiday plus bank holidays

Holiday purchase scheme

Pension – Salary exchange Scheme

Life Assurance

Discount platform

Culligan Product discounts

Employee Assistance programme

Ongoing Training and Development

Enhanced leave policies

Qualifications

• At least 3 years of experience in Salesforce Administration.
• Experience in various CRM roles and high-traffic environments.
• Ability to deliver insightful reports from CRM data.
• Skilled in managing extensive datasets.
• Familiarity with Sales and Service Cloud platforms.

Responsibilities

• Lead the CRM platform and the team, fostering a high-performance culture.
• Implement innovative CRM strategies to boost customer retention.
• Manage integration between Salesforce and other systems.
• Oversee CRM data integrity and insightful reporting.
• Enhance customer experience through effective CRM communications.
• Provide user training and ongoing support.

Skills

Attention to detail

Analytical mindset

Communication skills

Interpersonal abilities

Collaboration

Problem-solving

Multitasking

Job description

In this role you will take charge of the strategic and operational direction of our CRM platform, enhancing its usability for the entire team while driving revenue, margins, growth, market share, productivity, and customer satisfaction. Maintaining the integrity of the CRM system architecture to align with global standards and industry-leading practices, facilitating seamless integration across the organisation while proficiently capturing crucial data throughout the entire customer and product lifecycle.

Leadership & Strategy

• Take charge of the CRM platform and team, while nurturing a culture of high performance.
• Craft and implement innovative CRM strategies that boost customer retention and elevate loyalty.
• Partner with business leaders to streamline processes by leveraging CRM functionalities.
• Facilitate ongoing performance evaluations and champion individual development plans.

System Management & Integration

• Manage the health and architecture of our CRM platform to ensure optimal performance.
• Enhance the integration between Salesforce and other systems, like IFS, to streamline processes.
• Ensure that our CRM system effectively supports all departments, including Sales, Marketing, and Customer Service.

Data & Reporting

• Oversee the integrity and organisation of CRM data, ensuring effective segmentation and insightful reporting.
• Provide valuable insights by leveraging analytics and data mining techniques.
• Keep track of customer lifetime value and develop strategies that enhance profitability.

Customer Experience

• Map Salesforce processes alongside customer journeys to uncover new opportunities.
• Manage direct communications through CRM while transitioning to more cost-effective channels, such as SMS and email.
• Create and execute testing strategies aimed at enhancing CRM performance.

Training & Support

• Provide users with thorough training and ongoing support to ensure their success.
• Address system-related challenges swiftly, demonstrating a sense of urgency and accountability.
• Champion a culture of continuous innovation and embrace opportunities for process enhancement.

Requirements

Experience

• At least 3 years of experience in Salesforce Administration
• Background working in a variety of CRM roles, high-traffic environments
• Proficient in delivering insightful reports and analytics from CRM data
• Skilled in managing and processing extensive datasets
• Familiarity with both Sales and Service Cloud platforms

Skills

• Meticulous attention to detail and a sharp analytical mindset
• Exceptional communication and interpersonal abilities
• Collaborative team player with a proactive approach to delivery
• Innovative problem-solver with a strong sense of ownership
• Skilled at multitasking while keeping the customer at the forefront

Benefits

• 25 days holiday plus bank holidays
• Holiday purchase scheme available
• Pension – Salary exchange Scheme
• Life Assurance
• My Culligan benefits – Discount platform
• Culligan Product discounts
• Employee Assistance programme
• Ongoing Training and Development
• Enhanced maternity, paternity, and grandparent leave