Salesforce Business Process Improvement Manager

Are you looking for new opportunities and want to work within the Sales, Customer Service, and IT team of a Global business supporting with our transformation role out? Here at JELD-WEN Europe, a global organisation that produces and manufactures Doors and Doorsets, we’re looking for a Salesforce Business Process Improvement Manager to join the team. The successful candidate must be fluent in English and German but can be based anywhere in Europe. This is a remote role, but with travel to sites across Europe required (UK, Germany and France predominantly).

Working within a growing cross functional team you will have the opportunity to be hands on with the latest Salesforce products. Reporting to the Sales Operations Manager, you will be required to improve Sales Operations business processes across Europe through defining, documenting, and implementing an improvements program that delivers efficiency & effectiveness benefits to the customer service teams.

The role requires you to identify efficiency & adoption improvements of Salesforce, the rollout, maintenance, and support of the Telephony system integrated into Salesforce CRM, EDI process and adoption improvements and any other initiatives related to the European customer service transformation program. You will have excellent knowledge of Salesforce, and experience in driving continuous improvement initiatives across multiple regions, ideally from within relevant industries. As a results orientated, team player, you will have the ability to simplify complex concepts and processes.

We offer this role on a permanent basis, working remotely, with a competitive salary, 25 days holiday, up to 7.5% pension, medicash health plan, salary sacrifice schemes and opportunities to gain experience and develop your career.

What your impact will be:

• Gather business requirements, design call flow, integrate into Salesforce CRM and assist with the implementation of a new contact centre telephony system across Europe in conjunction with cross functional teams and external Telephony partner.
• Support network of European telephony users and manage continuous improvement program to software solution & Salesforce integration.
• Support the local teams with reporting and insights and agree European KPI’s to monitor and improve customer service.
• Conduct EDI discovery work and document current process across all European countries.
• Identify pain points preventing full automation & adoption, create & implement plan to address these and work with local teams to onboard new customers and optimise EDI usage across Europe.
• Provide reporting and insights via dashboard into usage and adoption to aid business decisions and progress of the EDI adoption plan.
• Support the Salesforce Product Owners with requirements gathering, UAT, launch communications & reporting for new org rollout and support with old org salesforce user requests.
• Deliver other ad-hoc process improvement projects such as Online Customer Portal managing the process from end to end.
• Ensure that all policies, standard operating procedures, and processes are documented, implemented, updated, and stored in our central document management system ‘Doorway’ in conjunction with local customer service managers.
• Set and agree the annual customer service KPI targets across Europe.
• Report & provide monthly insights to drive continuous improvements in customer satisfaction across the customer service teams.

What you’ll need to succeed:

• Proven experience of Salesforce Service Cloud and strong understanding of Salesforce CRM functionalities, features, best practice, reporting, and dashboards.
• Must be fluent in English and German, other languages such as French or Swedish would be beneficial but not essential.
• Salesforce certifications, such as Salesforce Certified Administrator highly desirable.
• Bachelor’s degree in information technology, Business, or a related field.
• A strong background in driving continuous improvement initiatives, process development and improvement.
• Industry knowledge and understanding of the industry sectors such as construction / manufacturing / retail sector experience beneficial.
• Excellent communication and interpersonal skills to manage a variety of stakeholders across the business.
• Business acumen and wider business process understanding.
• Analytical mind and ability to summarise key insights and learnings.
• Good understanding of Sales Operations and Supply Chain principles.
• Ability to challenge and influence current ways of working and business processes.
• Strong project management skills to ensure projects are kept on track.
• Flexible to travel across Europe to various sites including UK, Germany and France.

Why join us:

We are passionate about doors and are one of the world's largest manufacturers in this field. If you want to join us, we provide an international environment, a high level of flexibility, great potential for personal development and the opportunity to work with strong brands. We act with integrity, invest in people, inspire through innovation, deliver on our promises, and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.