CRM Officer - (Salesforce)

Job Purpose

dnata is one of the worlds largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.

The role holder will support in the design, configuration, testing, implementation and user training of CRM applications required and implemented by the business so as to ensure that the application is effectively being utilised. Role holders will identify and deliver improved business processes and dashboard solutions focussing on solution delivery & improvement covering all CRM functionality.

In This Role, You Will

Deploy

1. Work with business users to identify requirements, propose solutions and assess these against the core functionality available.
2. Follow project management processes & techniques to drive the delivery of the business solutions to ensure deliverables are met in terms of quality, quantity and timelines against the agreed SLA.
3. Liaise with CRM Product team/ IT on the delivery of solutions and conduct user acceptance testing.
4. Work with business users and CRM Product team to prioritise change requests ensuring internal / IT efforts drive maximum results.
5. Prepare test plans for user acceptance testing, and health checks post implementation.

Lead

1. Develop and leverage relationships with business users to define & deliver solutions to agreed specifications. Be accountable for delivery of assigned tasks.
2. Work with the business to assess the value of change requests and seek standard solutions where possible to minimise customisation / cost.

Execute

1. Provide training/support to the business on the CRM system and support them on ad-hoc reports and dashboards as required.
2. Configure basic out of the box configurations to meet business requirements and liaise with Product team or IT to implement the same on production. This may include adding new fields, adjusting page layouts or create and manage simple flows and data validation or researching new areas of functionality that can benefit the business.
3. Set-up dashboards and reports for the business to use.
4. Participate in system enhancements planning with Product team/ IT according to the change requests raised by the business.
5. Collate and document user requirement specifications for CRM projects required by the business.
6. Perform user acceptance testing, report the deviations through proper documentation and ensure the system is delivered in accordance with the specification.
7. Conduct post implementation health checks.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

Qualifications: - Degree or Honours (12+3 or equivalent) - Certification on Salesforce administration

Experience: - Minimum 5 years of experience, including a minimum 4 years working on Salesforce Sales/ Service Cloud administration

Skills & Knowledge: - Ability to analyse business user requirements - Demonstrated experience of engaging with internal stakeholders and Salesforce users to define and deliver customer centric solutions - Demonstrable logical, creative and analytical thinking skills - Excellent written and verbal communication skills.

Salary & Benefits

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.