Customer Relations Manager

Duties:

Platform Management:

Maintain users, roles, profiles, permission sets, workflows, dashboards, reports, and system settings.
Oversee system updates, enhancements, testing, and releases.
Ensure that the sales and marketing teams are logging all their customer activities on the platform.
Identify opportunities to improve automation, efficiency, visibility, and user experience within Salesforce.
Manage the day-to-day administration, configuration, and optimisation of Salesforce.
Continuously review CRM processes and recommend improvements to support revenue growth, customer retention, service excellence, and operational efficiency.
Lead CRM related projects and enhancements from concept to implementation.
Coordinate with external implementation partners, Salesforce consultants, and developers where required.

Data Quality, Governance and Compliance:

Develop and enforce data governance rules, standards, and controls.
Monitor duplicate records, data capture discipline, data hygiene, and reporting reliability.
Ensure customer data is managed in line with company policies and applicable data privacy requirements.

User Support, Training and Adoption:

Serve as the primary point of contact for Salesforce users.
Develop and deliver training programmes, user guides, SOPs, and onboarding materials.
Support users with system issues, process questions, and best practice guidance.
Monitor user adoption and system utilisation and implement actions to improve uptake and compliance.

Integration and Systems Alignment: