Salesforce Officer, Etihad Airways, United Arab Emirates

Etihad Aviation Group is a transforming business; as a young and ambitious airline, our focus is on innovation and on making Etihad truly an airline of choice for our guests around the world. As such, we are seeking talented and committed individuals, who are driven by a desire to deliver a world-class product and exceptional customer service.

We are pleased to announce an exciting opportunity to join Global Sales team. The Salesfore Officer deliver, process and platform improvements within Salesforce, that ensure the best return from the technology, creating efficiency and effectiveness in CRM for all sales initiatives. Ensure maximum business value is consistently achieved through a well maintained backlog of prioritized work reflecting the key business drivers of improving operational efficiency and revenue, as well as increased engagement. Champion the product and work closely with T & I, sales teams & service providers to define and manage the Salesforce roadmap.

JOB RESPONSIBILITIES
Policies and procedures:
Follow all relevant policies procedures & instructions so that work is carried out in a controlled and consistent manner
Day-to-day operations:
Follow the day-to-day operations related to own jobs to ensure continuity of work. Work is reviewed at several steps along the way for accuracy
Safety, Quality and Environment:
Comply with all relevant safety, security, quality, health and environmental procedures to ensure a healthy and safe work environment

SPECIFIC RESPONSIBILITIES
Act as the point of contact for Salesforce within Etihad & enables a strong partnership with the key stakeholders in the business units
Liaise with key stakeholders to ensure Salesforce is being utilized in the best way and ensure the continuity of the operation.
Manage and co-ordinate the planning, definitions and delivery of Salesforce projects and refinements.
Responsible for a well maintained backlog of prioritized work reflecting the key business drivers of improving operational efficiency.
Configure and customize the Salesforce instance for Etihad core business, whilst escalating more technical issues to appropriate contacts.
Monitoring quality of the solutions and their respective output and define actions to resolve quality issues. Create and maintain appropriate metrics. Identify and elaborate on focus areas for improvement.
Analyses processes and establish business requirements for the implementation of significant changes in business functions and process, organizational roles and responsibilities.
Manage a release process to test, validate and implement new processes and updates to existing processes and solutions.
Supports problem management working with sales teams, T & I and service providers to monitor, track and escalate incidents/problems and until closure.
Creates and maintains knowledge base in the system.

EDUCATION & EXPERIENCE
At least 2 years hands on experience and proven successful track record in similar role, preferably in airline industry
Experience in managing a team of subject matter experts (SME) as well as administering and or supporting the application and associated systems, services and technology solutions.
Technical know-how in SalesForce.com, and other relevant systems
Salesforce certification
Project Management Certification – Desirable

TRAINING & KNOWLEDGE
Strong interpersonal and consultative skills.
Demonstrated experience of managing people, including those distributed across various locations.
Ability to communicate effectively with, and influence, all levels of staff, management and external service providers, both verbally and in writing, on a technical as well as non-technical level.
Ability to effectively prioritise and execute tasks in a high-pressure environment
Highly motivated self-starter able to work to deadlines and under limited supervision
Strong written and oral communication skills (English).
Ability to understanding an organisation’s goals and objectives, and present technical information with reference to these.
Experience of airline / airport systems and processes – Desirable.

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