Job Description

Overview

As the CRM Analyst, you’ll support the day-to-day operation and administration of our Salesforce Sales & Service Cloud and loyalty platforms. You’ll provide first-line functional and administrative support: resolving user issues, maintaining user access, monitoring system errors, managing support cases and addressing data quality issues. You’ll work closely with Sales, Marketing and Customer Service, as well as the Salesforce delivery team and other technology stakeholders. A good understanding of how Salesforce connects to our booking, data and loyalty systems is important. With it, you’ll help our customer-facing teams engage guests throughout their journey and support revenue growth.

Key Responsibilities & Deliverables

Support & Issue Resolution

• Provide first-line support for Salesforce Sales & Service Cloud and related CRM and loyalty processes.
• Manage the Salesforce support queue in Jira. Make sure tickets are answered on time, prioritised with stakeholders and seen through to resolution.
• Troubleshoot issues to find the root cause (user, data, configuration or integration). Resolve them within your remit or escalate to delivery and technical teams while keeping ownership and keeping users updated.
• Drive CRM adoption through user training, guidance on new functionality and up-to-date documentation (SOPs, troubleshooting guides, known errors).

Platform Administration & Improvement

• Administer and configure Salesforce, including users, profiles, permission sets, objects, reports, dashboards, case management and Flows.
• Monitor system errors and data flows across Salesforce and connected platforms (Loyalty, booking systems). Act within agreed boundaries or escalate.
• Maintain CRM data quality through deduplication, clean-up, mass uploads, upserts and bulk deletions, following agreed approval procedures.
• Identify recurring issues and automation opportunities and recommend permanent fixes and process improvements.
• Support releases through sandbox testing, change validation and UAT.

Team & Culture

• Contribute to broader team and business priorities as needed.
• Think sustainably and bring this mindset to your team and partners.
• Champion the HX Spirits.

Requirements

• Fluency in English is required.
• 2+ years of hands-on Salesforce Administrator experience supporting Sales Cloud and/or Service Cloud in a live production environment.
• Salesforce Administrator Certification beneficial but not required.
• Experience administering users, profiles, permission sets, objects, reports, dashboards, case management and Flows.
• Experience managing support tickets or incidents in Jira or a similar service-management tool, from triage through to resolution.
• Strong analytical and problem-solving skills, including working out whether an issue is technical, data, process or user related.
• Good understanding of data quality and data management, particularly customer and account records.
• Clear communicator who can explain technical issues to non-technical users.
• Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities in a fast-paced environment.
• Experience working in a multi-national organisation with a global guest mix.

Key Personal Attributes/Behavioural Competencies

• Safety and compliance minded, for yourself and others.
• High personal integrity and honesty.
• Excited to work in a hybrid work environment to leverage time in person with colleagues across the business.
• Committed to inclusion and belonging, bringing people and perspectives together.
• Clear, effective communicator with internal and external stakeholders.
• Collaborative, approachable and professional. Builds strong working relationships across business and technical teams, including with people who hold different views.
• Takes ownership of issues through to resolution and stays accountable for communication and coordination when specialist escalation is needed.
• Customer-focused, with an understanding of why timely communication and a positive support experience matter.
• Proactive and organised, able to prioritise and manage competing demands.
• Strong attention to detail, particularly with customer data, user access and system configuration.
• Curious and improvement-focused, looking beyond the immediate issue to fix recurring problems and improve processes.
• Adapts to change positively and productively.