Job Description

Etihad Airways has an opportunity to join the airline at an exciting and challenging time for airlines. Come and join us by being the super user of the Salesforce platform to deliver process and platform improvements , creating efficiency and effectiveness in Customer Relationship Management (CRM) that ensure the best return from the technology. You will 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 with the Salesforce platform
You will champion the product and work closely with Technology & Innovation, the commercial teams and service providers to define and manage the internal Salesforce development roadmap.

Accountabilities

• Act as the point of contact for Salesforce within Etihad Cargo & enable a strong partnership with key stakeholders.
  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.
• Maintain a backlog of prioritized work reflecting the key business drivers of improving operational efficiency.
• Configure and customize the Salesforce instance for Etihad Cargo, whilst escalating more technical issues to Technology & Innovation.
• Create and maintain appropriate metrics to monitor the quality of information within Salesforce and define actions to resolve quality issues, identifying focus areas for improvement.
• Analyse business requirements and establish processes to drive changes in business functions and process, organizational roles and responsibilities where appropriate.
• 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 3 years hands on experience and proven successful track record in similar role, preferably in airline industry.
• Minimum of 3 years practical experience in Sales Force administration (as a primary role)
• Experience in working with a team of Salesforce subject matter experts 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 – Desirable
• Project Management Certification - Desirable

Skills Required

• Sales Force