• Collaborate closely with teams across Sales, Customer Success, Marketing, Operations, and IT to understand operational challenges.
• Serve as a key technical contact for Salesforce enhancements, change requests, and optimisation projects.
• Facilitate requirements-gathering discussions to turn business requests into clear functional and technical specifications.
• Provide constructive guidance to ensure proposed requests align with Salesforce best practices rather than over-customisation.

Data Governance, Security & Compliance

• Maintain high standards of data hygiene, accuracy, and structural integrity across all Salesforce objects.
• Manage user access, profiles, roles, permission sets, sharing rules, and security policies in alignment with company data protection standards.
• Establish and execute routine audit procedures for data quality, permissions, and system maintenance.
• Monitor overall system health, governor limits, and storage, proactively resolving issues or risks.

Reporting, Dashboards & Analytics

• Design, build, and maintain robust reporting structures and executive dashboards to deliver operational and commercial visibility.
• Support department leads with custom reports, data extracts, and analytical views to drive data-informed decision-making
• Train users and managers on self-service reporting capabilities to increase data engagement.

User Support, Escalation & Capability Building

• Serve as the senior escalation point for complex tier-2 and tier-3 Salesforce support queries and technical issues.
• Design and deliver user training sessions and super-user enablement programs across business departments.
• Create and maintain up-to-date system documentation, standard operating procedures (SOPs), and end-user guides.
• Champion platform adoption by actively gathering user feedback and resolving usability friction.

System Optimisation & Continuous Improvement

• Regularly audit existing workflows, legacy configurations, and technical debt to simplify and streamline the platform.
• Support digital transformation initiatives by contributing technical insights and executing hands-on build work.
• Stay updated with emerging Salesforce technologies, certifications, and industry trends to continuously bring value to the organisation.

Skills, Knowledge & Expertise

• Proven hands-on experience as a Salesforce Administrator in a commercial or corporate environment (typically 3–5+ years).
• Salesforce Certified Administrator (ADM-201) is required.
• Salesforce Certified Advanced Administrator (ADM-211) or Salesforce Certified Platform App Builder is highly desirable.
• Additional certifications (e.g., Sales Cloud or Service Cloud Consultant) are an advantage.

Technical & Functional Skills

• Deep hands-on expertise with Salesforce Flow Builder, Process Automation, Object Manager, and Security/Sharing Models.
• Strong proficiency with data manipulation tools (Data Loader, DemandTools, or Workbench) and data governance techniques.
• Proven track record of gathering requirements, writing clear documentation, and building declarative solutions without custom code where possible.
• Experience managing sandboxes, deployment environments (Change Sets, DevOps Centre, or third-party deployment tools), and release management processes.

Behaviours & Key Attributes

• Strong analytical and problem-solving skills with meticulous attention to detail.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• User-focused mindset with a passionate approach to driving system adoption and user satisfaction.
• Ability to manage competing priorities and deliver quality outcomes in a fast-paced environment.
• Proactive, collaborative team player who takes ownership of technical issues through to resolution.

Key Measures of Success

• Platform Performance: Salesforce operates reliably, securely, and effectively to support business operations.
• Business Adoption: High levels of user engagement, capability, and adoption across the organisation.
• Continuous Improvement: Successful delivery of platform enhancements that improve efficiency and user experience.
• Data Quality: High levels of data integrity, governance, and reporting accuracy.
• Stakeholder Satisfaction: Positive feedback from business stakeholders and effective delivery of platform requirements.
• Strategic Contribution: Salesforce capability evolves in line with organisational objectives and supports commercial and operational growth.