About This Role
The Salesforce Administrator will be responsible for the daily operation, configuration, and ongoing development of the Group's Salesforce platform, covering both Sales Cloud and Marketing Cloud across its trading entities. This role is based within Group IT, reporting to the Head of IT, and brings Salesforce capabilities in-house.
Responsibilities
- Design, build, test, and maintain automation using Flow (record-triggered, screen, scheduled, and autolaunched), validation rules, approval processes, and assignment and escalation rules
- Configure and make targeted change amendments; commission bespoke development externally only where genuinely warranted
- Investigate and resolve issues, identifying root cause rather than symptom
- Administer and configure Salesforce Sales Cloud and Marketing Cloud environments
- Manage users, roles, profiles, permission sets, sharing rules, and data access across clouds, applying least-privilege principles
- Maintain reports, dashboards, list views, and analytics used by commercial and marketing teams
- Operate within Group IT change control: raise, document, and obtain approval for changes in line with FWG IT policy, with defined rollback plans for higher-risk work
- Act as the escalation point for Salesforce incidents and service requests, working within Group IT service management processes and agreed response expectations
- Triage, prioritise, and resolve user issues, with clear criteria for the small number of cases that warrant escalation to Salesforce Support or an external partner
- Maintain a prioritised backlog of enhancements and defects, visible to IT leadership and business stakeholders
- Produce and maintain user guidance and deliver training to improve adoption and reduce avoidable demand
- Work directly with commercial and marketing stakeholders across the Group's entities to gather requirements and translate them into scalable solutions, including the ability to challenge change that would damage the platform
- Ensure Salesforce documentation, configuration records, and process maps are maintained and accessible to relevant stakeholders
- Perform any other duty that may reasonably be required by the Head of IT or IT Director
Requirements
- Proven experience as a Salesforce Administrator
- Strong working knowledge of Sales Cloud; hands-on experience of Marketing Cloud
- Excellent communication skills and a business-focused mindset; able to work with non-technical stakeholders and technical IT colleagues alike
- Comfortable operating as the in-house expert, working to IT governance, change control, and documentation standards
- Hands-on experience in a Salesforce greenfield implementation
- Marketing Cloud Email Specialist, Administrator, or Consultant certification
