Senior Salesforce Administrator

Job Description

Location: We welcome applications from those looking for hybrid working, based 2 days per week in our Handforth (Cheshire) Office.

About the Role

The Senior Salesforce Administrator is responsible for the day-to-day configuration, support, troubleshooting, maintenance, and improvement of our CRM system, ensuring it aligns with business objectives and enhances user productivity.

This role involves managing Salesforce Administrators, the application lifecycle, from installation to maintenance and upgrade, as well as offering end-user support. The position requires a combination of technical expertise, problem-solving skills, and strong communication abilities to support end-users and ensure minimal disruption to business operations.

The Senior Salesforce Administrator serves as a subject matter expert for the applications they manage, providing leadership, technical expertise, and guidance to the wider team.

Key Responsibilities

• Lead and support the Salesforce Administration team, managing workload, priorities, and escalations
• Act as the primary Salesforce system owner, overseeing configuration, maintenance, and performance across environments
• Provide expert support, troubleshooting issues, and ensuring incidents and service requests are resolved within SLAs
• Configure and optimise Salesforce (objects, fields, workflows, automation, reporting, and dashboards) to meet business needs
• Ensure robust governance and compliance with change management processes, maintaining accurate documentation throughout
• Maintain data integrity through regular audits, data management, and environment (sandbox/storage) oversight
• Collaborate with stakeholders, IT teams, and third-party vendors to deliver system improvements, integrations, and enhancements
• Communicate updates, system changes, and performance insights to users and stakeholders
• Support user adoption through training, guidance, and the creation of clear documentation and self-service resources

About You

• Salesforce Administrator Certification (ADM 201) required
• Proven experience as a Salesforce Administrator (5+ years preferred).
• Proven management experience in a system service environment
• Ability to train colleagues in system functionality and coaching skills.
• Proven ability to communicate and influence across all levels of the organisation – to both technical and business audiences and external partners.
• Strong understanding of Salesforce best practices and functionality.
• Experience with Salesforce Lightning Experience.
• Experience with Service Cloud (2+ years preferred) specially with Live Chat, Einstein, Agent force and MIAW features.
• Proficient in creating reports, dashboards, and workflow rules.
• Excellent problem-solving skills and attention to detail.
• Strong communication and interpersonal skills.
• Experience of working within a system service environment
• Process Design

Desirable

• Experience with Salesforce Flow, Process Builder, and Apex (basic understanding).
• Familiarity with third-party integrations and AppExchange products.
• Additional Salesforce certifications (Advanced Admin, Platform App Builder, etc.).
• Experience in retail industry.
• Experience with Salesforce Marketing Cloud.
• Experience with Financial Force Cloud would be advantageous

We take our inspiration from pets in embracing people from all walks of life, and we value, respect and celebrate difference. We encourage our people to be their best selves so that we can create a better world for Pets, our Planet, and People. Our ambition is to reflect the diversity of the communities we operate in, and we are intentional in addressing and removing barriers to create opportunities for the exceptional talent and potential in our communities. Even if your skills and experience don’t perfectly align, if you think you can make a unique contribution through your values and behaviours, we want to hear from you.