Senior Salesforce Manager overseeing CRM development and management for Premier League Foundation. Driving data insights and operational excellence to enhance social impact in communities.
About the role
- Salesforce Administrator developing and maintaining Salesforce environment for interactive investor. Managing Service Cloud features and supporting business with operational IT systems.
Responsibilities
- Manage user provisioning, roles, profiles, permission sets, and SSO policies.
- Configure Service Cloud features: Case management, Omni‑Channel routing, Queues, Milestones/Entitlements, Knowledge, and digital channels including MIAW.
- Implement Service Cloud Voice: set up telephony integration, call routing, transcription, and real‑time call insights.
- Build and maintain declarative automation (Flows, Approvals), Lightning pages, dynamic forms, and layouts.
- Configure Einstein Bots, Einstein Case Classification, and Next Best Action for predictive and prescriptive service workflows.
- Deploy Agentforce capabilities: AI‑driven agent assistance, real‑time guidance, and productivity tools.
- Monitor AI model performance, accuracy, and compliance with data privacy standards.
- Configure Data Streams, DMOs, identity resolution, calculated insights, and segments.
- Manage consent and data usage policies; ensure data harmonization and activation health.
- Implement least‑privilege access, encryption, and audit controls.
- Support regulatory audits (GDPR, FCA, SOX) and maintain evidence for compliance.
Requirements
- Strong Salesforce Administration experience; particularly Service Cloud expertise.
- Hands‑on experience with Service Cloud Voice, Einstein AI features, and Agentforce.
- Familiarity with Data Cloud and OwnBackup.
- Strong skills in Flows, Lightning App Builder, reports/dashboards, and AI configuration.
- Experience with Einstein Bots, Next Best Action, and AI model tuning.
- Familiarity with Agentforce roadmap.
- Certifications: Salesforce Administrator, Service Cloud Consultant, Data Cloud Consultant, Einstein AI, OwnBackup.
- Familiarity with Splunk for monitoring, logging, and operational analytics.
- Knowledge of compliance frameworks (GDPR, FCA, SOX).
Benefits
- Group Personal Pension Plan – 8% employer contribution and 4% employee contribution
- Life Assurance and Group Income Protection
- Private Medical Insurance – Provided by Bupa
- 25 Days Annual Leave, plus bank holidays
- Staff Discounts on our investment products
- Personal & Well-being Fund – Supporting your physical and mental wellness
- Retail Discounts – Savings at a wide range of high street and online retailers
- Voluntary Flexible Benefits – Tailor your benefits to suit your lifestyle
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