CRM Salesforce Specialist

The
CRM Salesforce Specialist
handles daily operations and contributes to new initiatives on GEB's Salesforce platform. The incumbent works with and reports to the CRM Salesforce Manager and cooperates with other colleagues in the Operations area, such as Business Analysts and IT, as well as business departments that actively work in Salesforce - focused on Sales teams, Marketing & Distribution, and Network Management and Partnerships.

Main accountabilities (non-exhaustive list)

• Advanced Salesforce administrator skills, such as creating/maintaining users, fields, objects, validation rules, flows, approval processes, reports, dashboards, and security setup, including SSO
• Demonstrate proficiency in Salesforce development, understanding and modifying existing Apex classes, Lightning components, Visual Force pages, Aura, triggers, and SOQL scripts
• Manage development and deployment workflows using Azure DevOps, including branch creation, code commits, pull requests (PRs), and deployment of Salesforce metadata to target environments
• Capture and translate business requests into clear specifications to aid design, coding, and testing of Salesforce
• Define and optimize business processes aligned with Salesforce and integrated systems in areas such as Sales, Marketing, Distribution, Communication, Network Management, Underwriting, Client Services, Data Management, and Compliance
• Business support (in ticketing system) and creation of documentation in dedicated tools (Jira, Confluence), including generation and updating of training and enablement content as new features/functionality are introduced
• Engage proactively with business owners and key departments, meeting with them if required, and hosting or supporting plenary (training) sessions
• Proactively identify system and process improvements, make actionable recommendations, and drive implementation
• Support all Salesforce integrations, tools, and third-party applications
• Reduce Technical Debts and ensure up-to-date organization security and configurations by monitoring Release Updates, Health Check, Portal Health Check, Feature Retirement Digest, license usage, user audit activities, API usage, and storage usage
• Improve standardization and adoption of common practices, new tools, and integrations. Introduce new Salesforce features/functionality and provide recommendations for improvements. Build standard reports and dashboards in Salesforce to track, manage, and provide insights on KPIs
• Provide operational support and consultation on strategic projects and initiatives
• Manage relationships and prioritize tasks with external development partners and vendors, including app/tool identification and license management

The above list is not limitative and may be amended/adapted at any time by the Employer, at its own discretion, in accordance with the business needs.

Requirements

Desirable skills & competencies

• Excellent interpersonal and communication skills to effectively collaborate and convey information. Strong customer service skills for providing end-user and business owner systems support
• Capable of challenging business requirements and proposing efficient technical solutions or alternatives. Ability to understand the needs of the business and translate them into actionable plans
• Strong sense of commitment and responsibility in handling tasks and projects. Willingness to take ownership and deliver results
• Ability to communicate complex technical concepts to non-technical stakeholders clearly and understandably
• A flexible approach to work, with a positive attitude and a collaborative nature. Valued for being supportive and enjoyable to work with
• Outstanding analytical, problem-solving, and organizational skills: proficient in estimating and planning client requirements, delivering high-quality outcomes within tight deadlines. Skilled in managing multiple topics while keeping stakeholders' information needs in mind
• Ability to lead and motivate colleagues, creating a structured and innovative work environment. Proven track record of providing guidance and support to team members
• Self-starter with a proactive attitude, keen on taking initiative, and open to learning
• Capable of critically evaluating information from multiple sources, reconciling conflicts, and translating high-level information into details and vice versa
• Demonstrated ability to meet deadlines, prioritize simultaneous requests, and manage both lateral and upward interactions

Desirable qualifications & background

• Minimum 4 years of experience in a similar role within an international environment
• Master's degree in business, engineering, science or IT-related studies
• Proven experience and expert-level understanding of the Salesforce product suite, with certifications in Salesforce Sales Cloud, Service Cloud, Experience Cloud, and Pardot
• Ability to work in a multi-cultural environment and effectively communicate with remote locations
• Familiarity with Agile development processes
• Proven record of accomplishment as a Salesforce consultant and/or developer, along with experience in a B2B environment, is considered an asset.
• Willingness to travel occasionally as required by business needs
• Fluent in English, any other language would be considered an asset

This is a permanent and full-time position, based in
Assago
(close to Milan, Italy).

Company Profile

GEB is a global Employee Benefits platform that helps Multinational Corporates succeed by protecting and enhancing the physical, emotional & financial wellbeing of their human capital. Driven by customer service, innovation, and operational excellence, GEB is built on an ecosystem of partnerships to support clients on their Environmental, Social & Governance journey. Its presence is truly global (127 countries) and reliable thanks to 136 trusted local Network Partners, who enable the provision of focused expertise and support to 298 Lifecycle Pooling coordinated multinational programmes, 324 other global solutions and 62 Captive programmes, with a premium volume of €1.643 billion (YE 2024 figures).

The GEB Business Service Centre (BSC) in Assago, Italy, is a service company that will be primarily focusing on providing services to our clients and network partners and support the overall division activity.