Salesforce Administrator

CRM Support Team Leader

As the CRM Support Team Leader, you will lead the CRM CC Digital and AI team BAU support desk. You will be responsible for overseeing a team of specialists in an international environment, ensuring the stability of our Salesforce platform while fostering a culture of continuous improvement and technical excellence.

YOUR RESPONSIBILITIES:

• Team Leadership: Lead, mentor, and coach a team of CRM Support Specialists, conducting regular performance reviews and fostering professional growth.
• Service Delivery: Oversee the end-to-end ticketing workflow, ensuring all user issues are resolved within agreed SLAs and quality standards.
• Process Optimization: Standardize support procedures, documentation standards, and deployment protocols (using Gearset/GitHub) to increase efficiency.
• Escalation Management: Act as the final point of escalation for complex technical issues, coordinating with developers and global stakeholders for resolution.
• Strategy & Reporting: Define Key Performance Indicators (KPIs) for the support team and provide regular reports to senior management on system health and team performance.
• Stakeholder Collaboration: Work closely with Marketing and Sales leadership to align CRM support activities with broader business objectives.
• Resource Planning: Manage team capacity, shift planning, and task delegation to ensure European coverage as required.
• Quality Assurance: Audit system changes and documentation to ensure compliance with internal governance and data security standards.

YOUR PROFILE:

• Experience: Proven experience in a Lead or Senior CRM Support role, specifically within the Salesforce ecosystem.
• Technical Expertise: Advanced knowledge of Salesforce Administration; familiarity with DevOps tools (GitHub) and agile methodologies.
• Leadership Skills: Natural ability to motivate a team, manage conflict, and lead by example in a high-pressure environment.
• Strategic Thinking: Strong analytical skills with the ability to transform support data into actionable system improvements.
• Communication: Exceptional English communication skills, with the ability to translate technical concepts for non-technical business leaders.
• Soft Skills: High emotional intelligence, negotiation skills, and a "people-first" approach to management.
• Proactive Mindset: A drive to stay ahead of Salesforce releases and industry trends to keep the teams skill set modern.