Job Description

Key responsibilities

Salesforce administration

• Administer Salesforce environments, including user accounts, permission sets, roles, profiles and access requests, in line with agreed processes and security policies.
• Maintain and update fields, objects, page layouts, record types, validation rules and other declarative settings in accordance with approved requirements.
• Keep configuration records and platform documentation accurate and up to date.
• Monitor routine administration tasks and help resolve user and platform issues, escalating complex or technical issues to the appropriate team.

Requirements and stakeholder support

• Work with business stakeholders to understand their processes, challenges and priorities.
• Help clarify and document requirements for Salesforce changes, including expected outcomes and acceptance criteria.
• Identify when a requirement can be met through standard administration or configuration, and raise changes that need technical design or development with the relevant team.
• Support the delivery team by providing Salesforce platform context and helping stakeholders understand standard platform capabilities and good practice.

Configuration and automation

• Configure Salesforce using standard administrative and declarative tools, based on agreed requirements and solution designs.
• Maintain existing Salesforce Flows and other approved automation, and support the team in reviewing their behaviour during change.
• Work closely with developers where changes involve custom code or more complex automation, helping clarify requirements and supporting testing and issue investigation.
• Record configuration changes and follow the team’s change management and release processes.

Data management

• Support data quality activities, including identifying inconsistencies, assisting with data cleansing and maintaining agreed data standards.
• Help prepare, map and validate data for imports or migrations using approved tools and plans.
• Use tools such as Data Loader, Jetstream or Salesforce import tools where appropriate and authorised.
• Work with business users and the delivery team to investigate data issues and confirm that changes have produced the expected results.

Security and access

• Maintain Salesforce access in line with approved role and access models.
• Support periodic access reviews and help investigate access-related questions.
• Escalate requests that require changes to the security model or technical controls to the appropriate owner.

Testing and release support

• Support functional and user acceptance testing for Salesforce changes.
• Prepare test scenarios, validate expected behaviour and record results and defects.
• Work with developers and other delivery team members to reproduce issues, provide relevant context and retest fixes.
• Assist with release readiness activities and follow established deployment and change control processes.

Training and user support

• Provide day-to-day guidance to Salesforce users and help resolve routine usage questions.
• Prepare or update user guidance and training materials when processes or configuration change.
• Support user onboarding and promote consistent use of Salesforce across relevant teams.
• Gather user feedback and share improvement opportunities with the delivery team.

Delivery team collaboration

• Work closely with Salesforce developers, business analysts, product owners and other delivery colleagues throughout the change lifecycle.
• Help ensure requirements, configuration, testing and user guidance are aligned.
• Participate in Agile ceremonies and contribute to backlog refinement, planning and delivery discussions as appropriate.
• Keep work items and documentation up to date in tools such as Jira and Confluence.

Knowledge, skills and experience

• At least three years’ experience administering Salesforce.
• Experience supporting Salesforce Platform and one or more of Sales Cloud, Service Cloud or Loyalty Management.
• Salesforce Administrator certification.
• Strong knowledge of Salesforce user administration, access management and declarative configuration.
• Experience gathering or clarifying business requirements and supporting their implementation through Salesforce administration.
• Experience supporting testing, data quality and routine platform issue investigation.
• Ability to work collaboratively with developers and cross-functional delivery teams.
• Familiarity with Agile or Scrum ways of working and tools such as Jira and Confluence.
• Familiarity with Salesforce integrations and APIs, sufficient to support requirements discussions, testing and issue investigation.
• Familiarity with Experience Cloud, Data Cloud or Marketing Cloud is an advantage.
• Additional Salesforce certifications, such as Service Cloud Consultant or Loyalty Management-related certifications, are an advantage.
• Strong organisation and communication skills, with the ability to prioritise work across multiple requests or projects.

About us: Our story

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.

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• Hybrid work arrangement (work from home/office)
• 26 calendar days Annual Leave
• Health Insurance
• Maternity leave (6 months- Paid)
• Paternity leave (15 days- Paid)

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com