Salesforce Manager

Primary Responsibilities

• Salesforce Platform Management
• Day to day management of the Back Up Trust Salesforce system
• Implement and enforce data quality standards within Salesforce, including regular data cleansing, deduplication, and validation procedures to ensure the accuracy of information
• Create and manage flows and approval processes within Salesforce to automate business processes and increase operational efficiency
• Ensure security and compliance by continuously monitoring and managing user profiles, roles, and permissions
• Maintain comprehensive documentation of Salesforce configurations, data models, and integration processes
• Work with various Salesforce applications (for example FormAssembly) to enhance Salesforce capabilities
• Stay updated on industry best practices and emerging Salesforce technologies, making recommendations for their adoption when appropriate
• User Training, Support & Adoption
• Create and maintain user guides, training materials, process documentation, and knowledge resources
• Lead onboarding and refresher training sessions for new and existing staff
• Provide ongoing user support and troubleshooting to promote confidence and effective system use
• Identify gaps in user knowledge and recommend targeted training or process improvements
• Promote best practice use of Salesforce and associated systems across the organisation
• Gather feedback from users to improve system usability, processes, and adoption
• Champion a positive data culture and encourage consistent, accurate use of Salesforce across teams
• Develop a Salesforce adoption strategy to maximise organisational value from the platform
• Monitor system adoption and engagement, identifying opportunities to improve usage and staff capability
• Reporting
• Develop dashboards and reporting frameworks that support operational performance monitoring and strategic decision-making
• Work with teams to define KPIs and reporting requirements across fundraising, services, finance, and engagement activities
• Support the development of a data-driven culture across the organisation
• Governance & Data Stewardship
• Develop and maintain Salesforce governance processes, including change request management, release procedures, and prioritisation frameworks
• Support organisational compliance with GDPR and data protection requirements in collaboration with the Data Protection Officer
• Monitor and improve data governance practices, ensuring consistency of data standards across teams
• Supplier & Project Management
• Coordinate system enhancements, testing, and deployments with Back-Up’s third-party Salesforce partner
• Support project delivery for future Salesforce developments and integrations

Data Protection Officer (DPO) Responsibilities

• In addition to Salesforce and systems responsibilities, the postholder will act as Back Up's designated Data Protection Officer (DPO), providing leadership and oversight of data protection compliance across the organisation.
• Lead on compliance with UK GDPR and other relevant data protection legislation.
• Advise staff and leadership on data protection obligations, risks and best practice.
• Monitor compliance with organisational data protection policies, procedures and controls.
• Maintain and review the organisation's Data Protection Policy, guidelines and Privacy Statement.
• Promote a culture of data protection, data quality and responsible data management.
• Review and advise on Data Protection Impact Assessments (DPIAs) to ensure privacy risks are appropriately identified and managed.
• Act as the primary contact for the Information Commissioner's Office (ICO) and for data subjects on matters relating to data protection.
• Maintain and oversee the data breach register, ensuring incidents are managed and reported appropriately.
• Coordinate and oversee Subject Access Requests (SARs) and other data rights requests.
• Deliver training and awareness activities to support staff understanding of data protection responsibilities.
• Maintain up-to-date knowledge of data protection legislation and communicate relevant changes to the organisation.

Additional Responsibilities

• In addition to Salesforce platform management, the postholder will play a key role in supporting the organisation's wider data, systems and digital transformation agenda.
• Support the development and implementation of Back Up's wider systems and technology strategy, ensuring Salesforce integrates effectively with the broader technology landscape.
• Act as a subject matter expert on organisational data and systems architecture, helping to identify opportunities for system improvement, integration and automation.
• Support the evaluation, implementation and ongoing management of business applications beyond Salesforce, ensuring systems remain fit for purpose and aligned with organisational needs.
• Contribute to digital transformation projects, working with colleagues and external partners to improve processes, efficiency and user experience across the organisation.
• Monitor emerging technologies, including artificial intelligence (AI), and make recommendations on their appropriate and responsible adoption to support organisational objectives.
• Provide support and guidance on IT-related matters, liaising with external suppliers and managed service providers where appropriate.

PERSON SPECIFICATION

Experience

• Experience of managing the day-to-day operations of a Salesforce system; including expertise in change control and user support
• Experience of working on the continuous development of a Salesforce system
• Experience managing CRM-related projects or workstreams
• Experience of developing training and delivering workshops and one-to-one sessions with staff at all levels
• Experience of implementing, managing, monitoring and reporting on end-to-end security of Salesforce and integrated software applications
• Experience of developing effective working relationship with external development partners
• Experience of Salesforce within a non-profit context with Salesforce Nonprofit Success Pack (NPSP) or Non-profit Cloud structure, objects and functionality
• Experience with third-party form-builders such as Form Assembly
• Ability to manage testing, documentation and change processes in a structured and consistent manner

• Experience of a large-scale Salesforce implementation project in the Not for Profit sector
• Experience of working with email marketing platforms

Knowledge and skills

• Relevant Salesforce Administrator certification
• Project management experience, with demonstrable ability to deliver projects to time and budget
• Strong analytical skills and ability to design systems and processes to facilitate data analysis
• Knowledge and experience of UK data security law and principles
• Ability to communicate technical language to non-technical audiences, visually and verbally
• Able to demonstrate good judgment and use initiative, with high attention to detail to produce accurate work of a high quality
• Be an enthusiastic, approachable and confident team player, with a willingness to learn

• Project management qualification