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Functional Consultant

5 months ago

Oxford, United Kingdom Oxford University Press Full time
We are the world's largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have global impact.

Enterprise Technology Services (ETS) is responsible for the delivery of all IT Services needed to run the Press, including Infrastructure, End User Services & Enterprise Applications. The Front Office team are responsible for the design, delivery and operational performance of the portfolio of applications which serve our Sales & Marketing teams including responsibility for Data Services.

Salesforce software has been in use within the Press since 2008. The software is used extensively across all Divisions. There are 13 production instances in total with Integrations into various other systems. The Salesforce products being utilised across the Global OUP divisions are Salesforce CRM, CPQ and Marketing Cloud. Operating these represents an annual investment of approximately £3.5M that is essential to supporting the growth of OUPs revenue and intrinsic to our digital transformation.

About the Role

As our new Front Office Functional Consultant, you will be the technology owner of our Salesforce services for Sales and therefore hold a critical role within the Front Office organisation. You will manage a team that is dedicated to the efficient delivery of Salesforce powered solutions within the Press. This team is formed in partnership with our preferred service provider which has onshore and offshore presence. You will be expected to leverage your skills and experience to deliver an effective cadence of change to the business through an efficient Agile model as well as delivering Salesforce specific work packages as part of other projects or programmes. There is an 18-24 month roadmap already agreed which needs a Strong Sales focused Front Office Functional Consultant to ensure its delivered on time and to drive the roadmap activities.

You must have experience in a Global Sales Environment and across multiple Salesforce Instances, and a good understanding of the capabilities within Salesforce CRM, with the skills and expertise to make decisions and drive the desired outcomes.

Duties will include:
  • Responsible for building and maintaining a collaborative working relationship with senior business stakeholders, demonstrating customer first behaviours and delivering on commitments made.
  • Technology owner of Salesforce in the Press, responsible for ensuring the landscape is documented and clearly understood and that operating costs are effectively managed, and budgets accurately maintained.
  • Responsible for identifying technology solutions for business problems, supporting the business as they prioritize demand against available capacity.
  • Responsible for the availability and performance of live services, working collaboratively with the Press's 3rd parties to ensure our services are delivered effectively and that our support organisation is fit-for-purpose.
  • Responsible for the definition, implementation, and ongoing review of a suite of key performance indicators that track the end-to-end customer journey across the Salesforce capability.
  • Responsible for partnering with our Enterprise Architecture function to ensure our deliveries are strategically aligned and to input into longer term strategic roadmaps.

We operate a hybrid working policy that requires a minimum of 2 days per week in the Oxford office.

About You
  • Previous experience of leading an end-to-end Salesforce Delivery Lead model which includes Incident Support.
  • Demonstrable leadership experience allied to evidence of senior stakeholder engagement.
  • Demonstrate a strong focus on delivering a quality and better end to end user experience.
  • Working in cross-functional teams in a global environment with multiple executive stakeholders.
  • Proven ability to deliver projects/ programmes working alongside the Business Product Owners, Business Change teams and any third-party suppliers.
  • Experience with delivering an Agile model for continuous improvements.
  • Extensive Salesforce CRM delivery/project lead experience within an offshore ops model
  • CPQ / Marketing / Service Cloud experience is desirable.
  • Ability to make decisions and lead the offshore development teams.
Benefits

We care about work/life balance here at OUP. With this in mind we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

Please see our Rewards and Recognition page for more information.

Queries

Please contact grace.mcfadyen@oup.com with any queries relating to this role.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.