The Emirates Group Hiring for Salesforce CRM Officer Job at Dubai Full Time

Job Purpose: The role holder will participate in the design, configuration, testing, implementation and user training of CRM applications required and implemented by the business so as to ensure that the application is effectively being utilised. Role holders will deliver improved business processes and dashboard solutions focussing on solution delivery & improvement covering all CRM functionality. Job Outline Deploy – Follow project management processes & techniques to drive the delivery of the business solutions to ensure deliverables are met in terms of quality, quantity and timelines against the agreed SLA. – Liaise with IT on the delivery of solutions and conduct unit / integration testing. – Work with users to understand requirements and assess these against the core functionality available. – Work with business users to prioritise bugs / change requests ensuring internal / IT efforts drive maximum results – Prepare test plans for user acceptance testing, and health checks post implementation. Lead – Develop and leverage relationships with business users to define & deliver solutions to agreed specifications. Be accountable for delivery of assigned tasks. – Work with the business to assess the value of change requests and seek standard solutions where possible to minimise customisation / cost Execute – Provide training/support to the business on the CRM system and support them on ad-hoc reports as required. – Participate in system enhancements planning with IT according to the change requests raised by the business. – Collate and document user requirement specifications for CRM projects required by the business in liaison with IT or other support departments. – Perform solution testing, report the deviations through proper documentation and ensure the system is delivered in accordance with the specification. – Conduct post implementation health checks – Conduct system administration tasks by maintaining the reference data and the user access control accurately, regularly monitor the system performance and initiate corrective measure if required – Set-up dashboards and reports for management to use, assist with changes on the CRM system, this may include adding new fields, adjusting page layouts or adding new areas of functionality, work with management and end-users to create and manage simple workflow rules, data validation, and triggers – Monitor system usage and identify training opportunities / make recommendations regarding license allocation. – Plan day to day CRM administration tasks raised by the business users.

Qualifications & Experience: Experience – Minimum 5 years of experience, including a minimum 2 years working on Salesforce Sales/ Service Cloud administration Education – Degree or Honours (12+3 or equivalent) – Certification on Salesforce administration preferred Knowledge / Skills – Ability to analyse business user requirements – Demonstrated experience of engaging with internal stakeholders and Salesforce users to define and deliver customer centric solutions – Demonstrable logical, creative and analytical thinking skills – Excellent written and verbal communication skills