Salesforce Business Process Improvement Manager

JELD-WEN UK; West Midlands Combined Authority; Remote; GBP 50,000 - 70,000; Full time

Job summary

Join JELD-WEN UK as a Salesforce Business Process Improvement Manager in a remote role with a global impact. This key position involves enhancing sales operations through Salesforce, driving efficiency improvements, and supporting customer service transformations across Europe. We offer competitive compensation, flexible working, and opportunities for career growth within a leading door manufacturing company.

Benefits

25 days holiday

up to 7.5% pension

Medicash health plan

salary sacrifice schemes

career development opportunities

Qualifications

• Fluency in English and German; knowledge of French or Swedish is a plus.
• Experience in driving continuous improvement initiatives.
• Solid background in Salesforce functionalities and features.

Responsibilities

• Improve Salesforce operations and customer service processes across Europe.
• Support the implementation of integrated telephony systems with Salesforce.
• Gather business requirements and design reporting dashboards.

Skills

Salesforce Service Cloud

Process Improvement

Analytical Skills

Communication

Education

Bachelor’s degree in Information Technology or Business

Tools

Salesforce CRM

Job description

Salesforce Business Process Improvement Manager

West Midlands, West Midlands, United Kingdom

JELD-WEN UK

01.06.2025

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Full Job Description

Are you looking for new opportunities and want to work within the Sales, Customer Service, and IT team of a global business supporting our transformation rollout?

Here at JELD-WEN Europe, a global organisation that produces and manufactures doors and doorsets, we’re looking for a Salesforce Business Process Improvement Manager to join the team.

The successful candidate must be fluent in English and German but can be based anywhere in Europe. This is a remote role, but travel to sites across Europe is required (primarily UK, Germany, and France). Working within a growing cross-functional team, you will have the opportunity to be hands-on with the latest Salesforce products.

Reporting to the Sales Operations Manager, you will be required to improve sales operations business processes across Europe by defining, documenting, and implementing an improvement program that delivers efficiency and effectiveness benefits to the customer service teams.

The role involves identifying efficiency and adoption improvements of Salesforce, supporting the rollout, maintenance, and support of the telephony system integrated into Salesforce CRM, EDI process and adoption improvements, and other initiatives related to the European customer service transformation program.

You will have excellent knowledge of Salesforce and experience in driving continuous improvement initiatives across multiple regions, ideally within relevant industries. As a results-oriented team player, you will have the ability to simplify complex concepts and processes.

We offer this role on a permanent basis, working remotely, with a competitive salary, 25 days holiday, up to 7.5% pension, Medicash health plan, salary sacrifice schemes, and opportunities for career development.

What your impact will be:

• Gather business requirements, design call flows, integrate into Salesforce CRM, and assist with the implementation of a new contact centre telephony system across Europe in conjunction with cross-functional teams and external telephony partners.
• Support the network of European telephony users and manage continuous improvement programs for software solutions and Salesforce integration.
• Support local teams with reporting and insights, and establish European KPIs to monitor and improve customer service.
• Conduct EDI discovery work and document current processes across all European countries.
• Identify pain points preventing full automation and adoption, create and implement plans to address these, and work with local teams to onboard new customers and optimize EDI usage across Europe.
• Provide reporting and insights via dashboards into usage and adoption to aid business decisions and monitor the progress of the EDI adoption plan.
• Support Salesforce Product Owners with requirements gathering, UAT, launch communications, and reporting for new org rollouts, and support existing Salesforce user requests.
• Deliver other ad-hoc process improvement projects such as online customer portal management from end to end.
• Ensure all policies, standard operating procedures, and processes are documented, implemented, updated, and stored in our central document management system 'Doorway' in collaboration with local customer service managers.
• Set and agree on annual customer service KPI targets across Europe.
• Report and provide monthly insights to drive continuous improvements in customer satisfaction across customer service teams.

What you'll need to succeed:

• Proven experience with Salesforce Service Cloud and a strong understanding of Salesforce CRM functionalities, features, best practices, reporting, and dashboards.
• Fluency in English and German; knowledge of additional languages such as French or Swedish is beneficial but not essential.
• Salesforce certifications, such as Salesforce Certified Administrator, are highly desirable.
• Bachelor’s degree in Information Technology, Business, or a related field.
• A strong background in driving continuous improvement initiatives, process development, and enhancement.
• Industry knowledge in sectors such as construction, manufacturing, or retail is beneficial.
• Excellent communication and interpersonal skills to manage various stakeholders.
• Business acumen and a broader understanding of business processes.
• Analytical skills with the ability to summarize key insights.
• Good understanding of Sales Operations and Supply Chain principles.
• Ability to challenge and influence current ways of working and business processes.
• Strong project management skills to keep projects on track.
• Flexibility to travel across Europe, including the UK, Germany, and France.

"We are passionate about doors and are one of the world's largest manufacturers in this field. If you want to join us, we provide an international environment, a high level of flexibility, great potential for personal development, and the opportunity to work with strong brands."

We act with integrity, invest in people, inspire through innovation, deliver on our promises, and improve every day. We seek talented individuals who share these values and wish to excel in their field. We offer excellent benefits, a collaborative environment, and significant career growth opportunities.

About JELD-WEN

Founded in 1960, JELD-WEN is a leading global manufacturer of doors and windows with over 18,000 employees worldwide. In Europe, the company employs more than 6,500 people across the UK, France, and Central and Northern Europe. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces, and distributes a wide range of interior and exterior doors, wood, vinyl, and aluminum windows, and related products for residential and non-residential buildings.

Our products and services enable us to enter people's workplaces, homes, and daily lives. With this comes the responsibility to ensure our products are reliable and enrich the spaces they touch. We aim to bring beauty and security to these spaces.

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate based on race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.