Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Purpose of the job

As a Salesforce Multi Cloud Administrator, you will play a critical role in developing, and optimizing our Salesforce solutions, with a strong emphasis on Salesforce CRM, Loyalty Management, Service Cloud platforms. This role involves overseeing the administration of our Salesforce platform, working closely with internal stakeholders and cross-functional teams, and gathering requirements to enhance our business processes and drive overall company success.

Key Responsibilities

• System Administration: This involves understanding the unique requirements of each project, coordinating with a cross functional implementation team, and ensuring that the solution aligns with business objectives. You will be responsible for configuring Salesforce according to project specifications, managing timelines, and work with the implementation team, ensuring smooth project delivery from start to finish.
• Requirements Analysis: Understand business requirements and translate them into effective Salesforce configurations. Collaborating closely with the implementation team and the business, you will conduct thorough requirements analysis to understand the business processes, challenges, and goals. By gathering comprehensive insights, you will translate these requirements into actionable configurations within Salesforce. This includes identifying gaps, recommending best practices, and proposing solutions that align with the client's long-term objectives.
• Configuration and Customization: Utilizing your expertise in Salesforce Service Cloud, Loyalty management CRM and Experience Cloud you will configure and customize solutions to meet the specific needs the business. This may involve setting up custom objects, fields, workflows, validation rules, and page layouts within Salesforce. Your goal is to tailor the platform to optimize business processes, enhance user experience, and drive efficiency.
• User Administration: Ensuring seamless integration between Salesforce and Marketing Cloud is essential for maximizing the value of both platforms. You will leverage your understanding of integration best practices to design, configure, and test integrations that facilitate the exchange of data and workflows between systems. This includes managing API connections, configuring data mappings, and troubleshooting integration issues to ensure data consistency and reliability.
• Flows and Automation: Developing and implementing Salesforce Flows and automation processes is key to streamlining business workflows and enhancing user experience. You will design and build automated processes using tools like Process Builder, Flow Builder, and Workflow Rules to automate repetitive tasks, trigger actions based on predefined criteria, and enforce business rules within Salesforce.
• Data Management: Manage data models, including data migration, cleansing, and maintenance, to ensure data integrity and accuracy. Effective data management is critical for maintaining data integrity and accuracy within Salesforce. You will contribute on design and implementation of data models, including data migration, cleansing, and maintenance activities. This involves mapping data sources, performing data migrations using tools like Data Loader, Jetstream, or Salesforce's native import wizard, and supporting with data quality measures to ensure clean and reliable data.
• Security Settings: Configuring and maintaining security settings within Salesforce is essential for safeguarding data and ensuring compliance with security policies. You will work closely with the project team and the client to define roles, profiles, and permissions to control access to sensitive information, configure sharing settings to govern data visibility, and implement encryption and data masking techniques to protect data at rest and in transit.
• Training and Support: Providing training and support to clients' end-users is crucial for driving adoption and proficiency in using Salesforce solutions. You will develop training materials, conduct user training sessions, and provide ongoing support to address user questions and issues. This includes troubleshooting technical issues, providing guidance on best practices, and facilitating continuous learning to maximize the value of Salesforce investments.

Knowledge, skills and experience required

Qualifications:

• 3+ years of experience administering Salesforce platforms, including Salesforce Platform, Sales Cloud, Service Cloud, and Loyalty Management.
• Salesforce Administrator Certification required
• Strong proficiency in Salesforce administration tasks (user management, roles, profiles, security).
• Experience with Salesforce integrations using REST/SOAP APIs, middleware, and other integration tools.
• Strong problem-solving skills, with the ability to collaborate effectively with cross-functional teams.
• Experience gathering requirements and translating them into technical solutions.
• Ability to manage tasks for multiple projects and prioritize tasks effectively.
• Knowledge of Agile and Scrum methodologies.
• Familiar with tools such as Jira and Confluence
• Familiarity with Data Cloud and Marketing Cloud is a plus.
• Experience with Experience Cloud is a plus
• Additional certifications (e.g., Service Cloud Consultant, Loyalty Marketing Cloud Consultant) are a plus.