MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Serve as the primary architect for the CRM platform, overseeing day-to-day configuration, user support, and system optimization.
- Design and customize CRM objects, fields, workflows, reports, dashboards, and page layouts to address evolving business needs.
- Collaborate with internal stakeholders to gather insights and translate requirements into CRM solutions that align with growth and VIP strategies.
- Implement improvements to enhance the usability, efficiency, and accuracy of the CRM platform for both the VIP team and broader business functions.
- Ensure high data integrity by creating validation rules, implementing data governance processes, and conducting regular audits.
- Provide user training and ongoing support to promote the adoption of best practices and maximize the value of the CRM system.
- Monitor system performance, troubleshoot issues, and ensure the seamless operation of the CRM platform.
- Stay updated on emerging CRM capabilities and updates, recommending innovations that support business growth and VIP offerings.
- Support the development of actionable reporting and analytics, enabling the VIP and Growth teams to make data-informed decisions.
- Maintain thorough documentation of processes, configurations, and system changes to ensure operational continuity and transparency.
Requirements
- Development & Architecture
- Expert knowledge of Apex (classes, triggers, async jobs: Batch, Queueable, Scheduled).
- Strong experience with Lightning Web Components (LWC), Aura (maintenance), and modern front-end design patterns.
- Deep understanding of data model design (custom objects, relationships, large datasets, selective queries, indexing).
- Advanced SOQL/SOSL with governor limit optimization.
- Integrations & APIs
- Hands-on experience with REST/SOAP APIs, External Services, Platform Events, Change Data Capture.
- Designing secure integrations with Named/External Credentials, OAuth flows, JWT, mTLS/IP restrictions.
- Experience with event-driven architectures (AWS EventBridge, Kafka, Pub/Sub) connected to Salesforce.
- Security & Compliance
- Mastery of Salesforce security model (profiles, permission sets, roles, sharing, restriction rules).
- Knowledge of Salesforce Shield (encryption, event monitoring, field audit trail).
- Experience with PII handling, GDPR, and financial compliance.
- Familiarity with Okta SSO, SCIM provisioning, session security controls.
- Scalability & Performance
- Proven experience in CRM architecture roles (e.g., Salesforce), supporting both sales and service functions.
- Designing resilient, scalable solutions in multi-million record orgs.
- Experience with transactional integrity, async design, retry logic.
- Skills in performance optimization
- Operations & Governance
- Knowledge of CI/CD processes (SFDX, Git, scratch orgs).
- Ability to document architecture decisions, data flows, ERDs, integration contracts.
- Experience with logging, monitoring, and error handling across integrations and jobs.
- In-depth understanding of best practices and platform capabilities in CRM systems.
- Soft Skills
- Strong problem-solving capabilities and the ability to translate complex business requirements into system solutions.
- Excellent communication and collaboration skills to work effectively with cross-functional stakeholders.
- Self-starter with the ability to manage multiple priorities in a fast-paced, dynamic environment.
- Nice to Have
- Experience in quality assurance and system testing.
- Experience supporting high-value client segments such as VIPs, with a focus on B2C sales and account management (e.g., iGaming, fintech, or crypto-related industries).
- Familiarity with integrations of communication platforms such as SMS, WhatsApp, Telegram, etc.
- Hands-on experience with Salesforce platforms or certifications such as Salesforce Administrator, Advanced Admin, or App Builder (preferred but not required).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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