Help & Care’s values are:



Job DescriptionJob Title: Salesforce CRM & Systems ManagerTeam:Group Services Reporting to: Head of Finance & ITResponsible for: CRM Systems AdministratorSalary: Grade E point 32 ?30,459 to point 35 ?32,814 per annum,pro-rata for part time hours worked Contract: Permanent Hours: 25-30 hours per week over 5 days a week. There may be opportunities in the future to increase these hoursBased:Help & Care’s Head office, The Pokesdown Centre, Bournemouth, DorsetHelp & Care’s values are:774707747000Social justice sits at the heart of all our work and we will use it to challenge, advocate and influence policies and practices1225559461500Innovative approaches to our work mean we break new ground, delivering enterprising solutions, always with social, financial and environmental impact at the forefront9398011430000Personal – we believe that every individual deserves to be treated with respect and compassion with their own personal needs at the centre and supported with tenacity and creativity241306794500Working in collaboration with other organisations, including the public, private and voluntary sectors, enhances our work at all levelsJob purposeTo train and support staff on the use of Salesforce CRM. To manage and support Salesforce CRM development projects. Job scope The Salesforce CRM has around 100 users and is a critical tool for almost all areas of Help & Care’s work. The postholder will support the organisation to use CRM effectively and efficiently by answering enquiries and providing training.The postholder will lead the ongoing development of our Salesforce deployment, working with staff at all levels to enhance their skills in data usage and reporting. In turn this will support Help & Care’s business activities, internal and external reporting and day to day operations. This role will have good working relationships internally and externally, with Help & Care’s Leadership team, Service Managers and staff as well as liaison with our IT & Telecom providers and other key partners.?The postholder will have a record of success in improving processes and adoption using the Salesforce platform. This role is part technical project manager, part administrator and part Salesforce analyst. The post holder will research and provide knowledge on alternative systems that could offer solutions for the business as it changes and develops. As a charity, Help & Care aims to be at the forefront of digital innovation, and the successful candidate will play a significant role in achieving this ambition.Main responsibilities and activitiesTo lead the development and administration of the organisation’s Customer Relationship Management system – Salesforce Enterprise EditionTo provide the first line of support for CRM users, investigating any issues and escalating to our third-party partners when required. To handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasksTo develop and deliver a comprehensive training programme to staff, both in groups and one to one. To provide CRM inductions to new members of staff To develop and update user guides by documenting key processes in CRM. To develop a comprehensive reporting overview from Salesforce to meet business needs, maintaining oversight of quality and consistency of reports and to support lead managers in achieving this.To consult regularly with CRM users, supporting them and building their confidence. To work with colleagues across the organisation to understand what teams are trying to achieve and how CRM is being used in those teams and translate these into requirements and recommendations for development.To manage development projects, as prioritised by leadership team, including producing project documentation, liaising with our third-party partners. To ensure projects progress as planned and work with our IT and Telecom contractors where Salesforce has an interface with other systems.To ensure that Help & Care meets its legal responsibilities in relation to data governance and GDPR and Salesforce systems management.To support the monitoring and review of IT & other systems support contracts, reporting issues to the Head of Finance and IT as necessary.To proactively suggest improvements to systems and maximise the capabilities and opportunities of Salesforce. To keep abreast of other digital developments that could improve the work of the organisation.To fulfil other such duties as may be required which are consistent with the duties and responsibilities of the post as may be required by Help & Care.Person Specification - Skills and Experience:?Minimum two years of experience as a Admin (ADM201 and ADM211) certifiedSales Cloud, Service Cloud and Developer certifications preferredProven ability to design and implement new processes and facilitate user adoption.Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexityStrong understanding of best practices and functionalityStrong data management abilitiesA documented history of successfully driving projects to completionA demonstrated ability to understand and articulate complex requirementsExperience with nonprofit processes preferredPrevious experience working in a SCRUM or agile environment preferredCreative and analytical thinker with strong problem-solving skillsAbility to communicate effectively at all levels of the organisationAbility to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needsAbility to assess the impact of new requirements on and all upstream and downstream applications, systems and processesConditionsThe working week shall be 25-30 hours worked flexibly and over 5 days a week but in agreement with the line manager and needs of the business. The poster holder will be required to work from Help & Care’s Head Office in Pokesdown, Dorset. There may be occasions when it is necessary to attend meetings across Dorset and the Southern England to support our remote teams.The other conditions of service and other current procedural agreements will be enclosed with the post-holders Contract of Employment with the Employer Help and Care. ................
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