CRM System Administrator

2 weeks ago

London, United Kingdom Love Holidays Full time

**Company Description**

Company Name: Love holidays

Why join loveholidays?
At loveholidays, we believe that everyone should have the opportunity to explore the world and enjoy their perfect vacation. We offer our customers unlimited choices, seamless booking experience, and great value for their next getaway. Our dedicated team of experts is committed to making travel accessible to everyone, regardless of their background or circumstances. Join us in creating unforgettable holiday experiences for all.

The impact you'll make:
As a CRM System Administrator at loveholidays, you will play a crucial role in ensuring the smooth operation of our CRM and Telecom systems. These systems handle thousands of customer contacts every day across different regions. You will provide operational and strategic support, acting as a bridge between our internal teams and system suppliers.

Your responsibilities:

- Be the go-to technical specialist on the team.
- Manage and optimize our CRM system (Kustomer) from a technical perspective, ensuring seamless communication between suppliers and internal teams.
- Create and update process flows, workflows, and business rules, considering the implications and conducting necessary regression testing.
- Implement monitoring tools to track system performance, analyze data, and generate reports for review.
- Administer and maintain our Telecoms system (UJET), including queue management, user roles, permissions, and ongoing maintenance.
- Identify trends and areas for improvement, recommending and implementing enhancements to enhance system efficiency.

Your skills:

- Minimum 5 years of experience as a Senior Application Support or Engineer, managing large-scale CRM and Telecom systems.
- Strong understanding of contact center operations, channels, and technologies.
- Proficient in Kustomer or similar CRM systems (Zendesk, Salesforce, Freshdesk, Zoho, etc.).
- Proficient in UJET or similar Telecoms systems (RingCentral, Twilio, Cisco, etc.).
- Customer service-focused with a strong emphasis on IT security.
- Ability to work independently and as part of a team.
- Flexible schedule to accommodate special projects or emergencies.
- Experience with various communication channels like WhatsApp and SMS. Knowledge of conversational assistants and AI is a plus.

Desirable but not required:

- Kustomer Technical Administration
- UJET Technical Administration

**Perks of joining us**:

- Company pension contributions at 5%
- Personalized training budget to enhance your skills and knowledge
- Discounted holidays for you, your family, and friends
- 25 days of annual leave (plus 8 public holidays) with an additional day added for every two years of service, up to a maximum of 30 days per year
- Enhanced maternity/paternity leave
- Cycle to work scheme, season ticket loan, and eye care vouchers
- At loveholidays, we foster an inclusive culture and environment that promotes personal growth and collective success. We value the unique perspectives and ideas that individuals from diverse backgrounds bring to our teams. Join us on our journey to create more diversity and make traveling accessible to all._

**_The interview process:_**
- _TA screening - 30 minutes_
- _Video interview with IT Operations Manager - 1 hour_
- _Face-to-face interview with SaaS Operations Manager & Telecoms Operations Manager - 1 hour_

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