Salesforce Optimisation Lead

24 hours ago

Glasgow, United Kingdom Clear Business Full time

The Salesforce Optimisation Lead will be responsible for maximising the use of the Salesforce system within the Sales and customer operations area of the business. This role will work with both Technology and D&I stakeholders to ensure ‘best practice’ processes and data handling standards are used to support the effective use of Sales relevant channels such as Lead handling and dialler operations. This helps support the overall requirement that data needs are aligned to sales campaigns and resourcing, then work with Data stakeholders to ensure these are planned, checked and available throughout the month. 

You will be required to learn and understand the Salesforce system as well as having a passion for developing processes and coaching colleagues to ensure effective use of the Salesforce system. This will include ensuring agents have the required skills and competencies in navigating the system. This role is responsible for understanding the Salesforce system, being an owner for change management where findings require changes to systems/ processes and assisting in triaging system issues in production and escalating through to Technology teams for appropriate fixes. 

This role will involve engaging with a range of stakeholders and acquiring an understanding of each business area. 

Responsibilities of the role

  • To work collaboratively and confidently within both the technical teams and Sales teams to keep up to date with any changes in the Salesforce system and assist in seamless delivery of those changes into the business. 

  • Establish a good rapport and consultative relationship with stakeholders to understand the Salesforce development requirements for relevant customer facing areas using the Salesforce system. 

  • Ensure consistent use of Omni-channel to ensure agent adherence to agreed salesforce standard. 

  • Propose solutions to issues that are achievable in line with time frame, technology and resource allocated. 

  • Work with Sales HoD and Managers to ensure that their requirements for data in order to deliver against key business sales objectives are captured and reflected in a planning schedule so that requirements are delivered to the data teams in a timely manner to ensure data availability to sales teams. 

  • Conduct regular quality audits over time to ensure that necessary guidelines are stringently met. 

  • Define a 'best practice' approach to lead handling - how should a lead be worked, frequency, contact type, ownership over time etc. 

  • Build and own dashboard and report capabilities to monitor the success of activity, give a forward view of how leads are being worked and converted and adapt to challenges in month by addressing issues when they arise 

  • Be responsible for the delivery of Salesforce content to the required business areas, and to ensure that the content is fit for purpose and meets defined project objectives. 

  • Assess learning effectiveness to ensure knowledge, skills and behaviours are being transferred by colleagues when using the Salesforce system in their roles. 

  • Understand how the Sales teams operate and their processes and stay connected to any new processes in the business areas to enhance colleague development by spending time in departments. 

  • Support the L&D Management Team & the Customer Departments with requirements when identified through working with front line teams 

  • Demonstrate being a role model to our people by displaying the company values and behaviours and be a positive influence on your team members. 

  • Constantly stay up to date with evolving industry trends and standards in learning. 

Success Measures 

  • Create an operating cadence between Sales leads and L&D and Technology areas to ensure requirements are captured and improvements identified so they can be prioritised for development 

  • Improve adoption and speed to competency of new starters using Salesforce into customer positions in the business and drive efficiency and maintain standards of embedded users. 

  • Monitor use and behaviour in salesforce through auditing and reporting tools to drive high levels of adherence to standards and performance guidelines. 

  • Identify and create a ‘learning plan’ for salesforce users to allow experience and exposure to all areas of the platform as they grow in experience and competency 

Experience 

  • A successful track record of developing people either in a coaching or people development role. 

  • Experience of working in a Lead fed sales environment working to targets and delivering to volume and value-based targets is desirable. 

  • Experience of driving change and developing solutions to problems, working both and alone and as part of a group 

  • Experience of the Salesforce system (Required) 

In return for your hard work, you’ll get

It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy.

  • Pension contributions and life assurance coverage.
  • Generous discounts at numerous high street and online retailers.
  • 25 days of annual leave, increasing to 28 days based on tenure.
  • Enjoy your birthday off every year.
  • Ability to purchase up to 10 additional holidays and sell up to 5 days per year.
  • Cycle to work and travel loans for people wanting a greener commute.
  • Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.

The important extras

  • Hybrid working model: the choice to work remotely for three days.
  • Engage in charity fundraising and volunteering activities as part of our giving back initiative.
  • Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
  • Full time/Permanent contract of 37.5 hours per week.
  • No weekends and every bank holiday off.

What happens next

If you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.

Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.

All successful candidates will be subject to pre-employment checks.

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