Job Description

Purpose

The CRM/Salesforce Manager is a pivotal role in the charity reporting directly to the Director of Operations and Programmes. Our key programmes Inspiring the Future and Inspiring Governance are all powered by Salesforce CRM which has been heavily invested in and developed bespoke for the charity. Deloitte have provided pro bono support to develop the platform which was completely relaunched based on salesforce communities in 2017 and since held up as an exemplar with many other charities contacting us to understand more.

We now have over 60,000 registered community users amongst schools and volunteers and are looking to significantly increase usage of the platform to support more interactions over the coming years. Salesforce also supports our staff in managing new leads both from employers and schools and in managing the delivery and reporting of several key government and foundation contracts. 

Key Accountabilities:

Platform administration

• Responsible for the day-to-day support of the Salesforce platform, resolving any platform issues in a timely manner. 
• Perform ongoing platform administration (maintaining user roles, security settings, profiles and workflow rules). 
• Responsible for daily administration and configuration including documentation of existing processes (e.g. creation of users, roles, and permission sets; and customization of objects, fields, record types, workflows, validation rules, email alerts, etc.,)
• Managing staff and any delivery partner licenses to ensure staff have the appropriate licence to perform their roles and liaising with Salesforce and the Director of Operations and Programmes on any required changes to license arrangements

Platform Development

• Keep abreast of new Salesforce features and functionality, as well as research new solutions to recommend improvements to deliver the charity’s aims 
• Gathering and pro-actively developing business requirements and translating these into a future roadmap and, thereafter, project plans, as appropriate, including liaising with external developers to ensure these are fully costed with outcomes and critical success factors assessed
• Project manage activities related to Salesforce customizations and/or developments. 
• Use Community Builder and Process Builder to make changes to the platform when appropriate
• Drive testing and validation of Salesforce configuration and development. 

Supporting staff and users, including continued roll out of Salesforce as CRM for staff

• Create and maintain documentation on processes, policies, application configuration and help related materials for users. 
• Managing all technical aspects of ensuring salesforce is optimally utilised as a CRM for staff and supporting the continued roll out of this
• Conduct new and existing user training on all aspects of the platform including support and training of internally identified ‘super users’ across the charity
• Understanding the range of users of the platform, spotting the problems this creates and proposing platform amends that gives users a smoother customer journey
• Developing how to guides and flow diagrams to support staff in utilising the platform
• Supporting development of how-to videos and guidance to be uploaded to the portal for end users
• Dealing with enquiries and providing support to external organisations and individuals using the Inspiring the Future and Inspiring Governance portal

Reporting and Data Integrity

• To take responsibility for ensuring that user data on the platform is regularly cleansed across all programmes including the development of an annual data cleansing timetable
• Ensure processes are set up to continuously monitor data quality and integrity. 
• Develop and maintain dashboards, reports, workflows, custom report types and custom objects
• Ensuring the platform remains responsive to enable reporting on key contracts by liaising with appropriate staff and creating additional fields and reporting as required
• Produce reports for key contracts and for the Board of Trustees when required

Stakeholder Management & Other

• Managing the day-to-day relationships with our Salesforce Account Manager
• Managing the day-to-day relationships with any Salesforce developers or third-party suppliers
• Maintain and continually update skills related to Salesforce administration and usage using salesforce trailblazer as appropriate
• Develop an annual timetable of programme platform updates and changes including data cleansing
• Other ad hoc administrative tasks to support the team as needed

Application

The Education and Employers Charity values having a diverse workforce.  We are committed to equality of opportunity and welcome applications from individuals, regardless of their background.

The closing date for applications is Friday 21st September at 5 pm.

Only successful candidates will be notified no later than Tuesday 25th September that they have been shortlisted. Interviews will take place on 1st /2nd October at our offices in London.

We want to hear from all interested candidates, and to be considered for the positions we strongly recommend submitting a short covering letter along with your CV, outlining why you're right for the role.

Applications from recruitment agencies will not be considered under any circumstances.