Senior Salesforce Administrator in London

As a technology team, we are at the centre of the enormous growth ambition for easyJet holidays. There is a huge portfolio of change planned to achieve our objectives and become the leader in our industry.

Within the technology team, the Platforms team has a widespread responsibility for managing and maintaining the underlying platforms and applications and delivering the changes required that will continue to contribute to the success of easyJet holidays (Reservations system, data and analytics platforms, customer platforms, comms platform). We work with Product delivery teams and directly with the easyJet holidays business functions to understand and deliver the changes required, while also ensuring that the platforms themselves are secure, performant and reliable.

The purpose of the Senior Salesforce Administrator role is to manage the ongoing development, maintenance and support of the Salesforce platform, which provides core CRM, case management and sales management capabilities to the easyJet holidays business. We are looking for a proactive individual who can help us continually improve and enhance our Salesforce platform.

The successful candidate should:

• Be the key contact within easyJet holidays for expert knowledge of Salesforce functions.
• Enjoy all aspects of user management, including support tickets, training, and designing solutions with user satisfaction a priority.
• Improve and enhance our Salesforce platform by gathering requirements and feedback, designing scalable best practice solutions and managing the product roadmap.
• Be comfortable with change management and governance, as well as communicating, prioritising, and managing all aspects of a Salesforce project.
• Provide systems expertise to support product development / owning the implementation and ongoing support of platform changes.
• Act as a point of escalation for resolution of complex issues in production.

Key Stakeholders

The role will develop close working relationships with business users across the organisation, from functional users through to board level where necessary. The role will also require close collaboration with key technical stakeholders, such as Architecture, Security, Service Delivery, etc., along with maintaining a close relationship with other platform and product teams.

Job Accountabilities

• Implement best practices for Salesforce configuration and management.
• Perform all necessary administrative tasks, such as modifying flows, page layouts, record types, assignment rules, approval processes, fields, dynamic layouts, apps, actions, custom settings, mobile administration, along with creating reports, dashboards, etc.
• Set up and manage sandbox environments as required.
• Proactive system maintenance, including security reviews, release updates, health checks.
• Manage data storage and other resources to ensure they are kept within limits.
• Maintain and update the service design package for the platform.

• Set up and manage roles, profiles, workflows and groups within the Salesforce platform.
• Oversee the Joiners/Movers/Leavers process for contact centre staff.
• Ensure proper access controls and permissions are in place.
• Manage license usage to ensure it stays within limits.
• Monitor and improve user adoption.

• Configure, build, and test the Salesforce application as required.
• Help train users across the business, with new functionality and process changes.
• Complete all relevant documentation required for maintenance, training & ongoing support.
• Manage integrations and ensure broader technology change does not impact operations.
• Own the communication of any platform changes to end users and stakeholders.
• Track impact and value of changes against agreed KPIs.
• Own DevOps/release management processes.

• Using metrics, market trends and user feedback improve productivity of the org.
• Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience.
• Identify unused or underutilised platform features.
• Create a platform roadmap and define priorities, liaising with stakeholders.
• Work as part of wider project teams to design and deliver programme change.
• Prepare users and codebase for Salesforce Releases.
• Proactively look for ways to automate business processes and expand Salesforce functionality across the org.

• Ensure data integrity and security within Salesforce databases.
• Build and maintain reports and dashboards to support critical business decision-making.
• Collaborate with data teams to support reporting requirements and data analysis.
• Identify trends and provide insights to improve key business metrics.

• Manage and resolve tickets escalated from 1st line support.
• Collaborate with 3rd party support partners to address complex issues.
• Interact with Salesforce support to resolve platform-related problems.
• Drive improvements to support SLAs and processes.
• Provide out of hours platform support as required.

Provides a high level of focus to deliver an excellent service to our customers. Monitors results, showing resilience to deal effectively with barriers and obstacles. Uses sound judgement to make timely decisions, when faced with incomplete information. Looks beyond the surface to identify and resolve the root cause of the problem, putting plans in place to ensure there is no recurrence.

Communicates effectively with others within own area, proactively sharing information with those who need to know. Establishes trust quickly by listening to others and working effectively with others within their function. Considers and uses the different views and perspectives of other people to enhance their own thinking. Builds strong working relationships with people within other teams to ensure own goals and those of others are delivered.

Anticipates possible risks within their own area to customers and to the business and takes action to prevent them becoming issues. Builds strong relationships with their customers by anticipating and responding to their needs. Encourages others to develop relationships with customers so that they can identify improvements within their teams to enhance customer service. Understands the key stakeholders of the business.

Identifies opportunities within own area for continuously improving the way things are done, seeking to improve efficiency in everything that they do. Able to influence others to support the change by identifying the key stakeholders, explaining the rationale and the benefits of the change. Leads and supports change by explaining the need for change and understanding the impact on others. Comfortable working with high levels of ambiguity and change, and navigates a clear path through it.

• Strong Salesforce product knowledge and at least five years of hands‐on Salesforce administration experience with Service Cloud/Experience Cloud.
• Salesforce advanced administrator certification (other certifications are a bonus).
• Strong understanding of contact centre operations and technologies, including CCaaS solutions.
• Background in designing complex, scalable, best‐practice solutions.
• Proven experience supporting Salesforce upgrades and ensuring successful integration.
• Proactive attitude to Salesforce enhancements with a deep knowledge of Salesforce products and their functionalities.
• Experience in defining and executing a long‐term platform vision.
• Understanding of triggers and Apex code.
• Familiarity with data analysis and reporting tools.
• Experience in change management and governance.
• Excellent problem‐solving and troubleshooting skills.
• Strong stakeholder management skills driving business engagement up to senior management levels.
• Great interpersonal and communication skills demonstrating ability to communicate complex technical issues succinctly in a non‐technical manner.
• Strong understanding of business priorities and decision‐making skills to decide what to prioritise.
• Experience of mentoring more junior members of the team.
• Experience of being able to manage 3rd party relationships.

Location & Hours of Work

This is a full‐time role, based at our Luton offices, and will be 40 hours per week. Our hybrid working model allows our teams to work in a way that balances flexibility and the need for collaboration. A typical working week would see our people working from home 2 days a week.