The role holder will lead the implementation of technology change for their assigned projects or portfolio within dnata Travel with an objective to: 1. Pro-actively identify & analyse opportunities, research and influence comprehensive system enhancement proposals
2. Manage implementation based on system user performance (response speed and downtime), functionality, manual process automation, data storage/transfer to meet current and future business requirements within financial guidelines and operational timelines
3. Provide high quality business process and system user knowledge, to all parts of the business, support departments and Emirates Group, for purposes of supporting system users, testing, implementing or training on enhancements.
Role holders focussing on Salesforce Marketing Cloud will deliver improved business process and dashboard solutions, keeping abreast of new Salesforce features and functionality using this knowledge to provide recommendations for process improvements. They will p lan & deliver solution changes, monitor user adoption rates to ensure maximum return on investment.
Direct the development of information systems through multiple IT suppliers by providing the functional requirements and their prioritisation to support the continuously improving business processes of dnata Travel
Act as key subject matter expert in executing the strategy to improve the efficiency of business processes to better support revenue generating & cost saving activities, applying Salesforce Marketing Cloud expertise
Embed the adoption of project management processes & techniques to drive the delivery of the technology solutions to ensure deliverables are met in terms of quality, quantity and timelines against the agreed SLA
Provide high quality post implementation system support to the users by encouraging best practices to improve the productivity, cost efficiency and retention
Develop and leverage relationships with stakeholders to define & deliver solutions to agreed timelines and costs
Lead and motivate the team to deliver our mission, demonstrate passion for the business and achieve commercial performance goals
Pro-actively lead, facilitate and influence gap and user requirement analysis. Conduct review meetings with process owners and users and actively drive and produce comprehensive user requirement documentation which can be clearly understood by development vendors. It is important that the jobholder manages the user community expectations and is able to influence and promote changes and improvements to systems and processes.
Work in liaison with the Business Systems Manager and all relevant user stakeholders, to review, analyse and evaluate documents produced, ensuring that they accurately reflect business user needs
Co-ordinate and facilitate the testing of all enhancements ensuring that the quality of testing is high and that interfaces and solution are operationally functional for all users prior to roll-out
Provide all users with in-depth system user expertise, guidance and assistance to promote and maximise system usage, functionality and business productivity
Provide status reporting to assigned line of business for their projects, validating priorities & timelines and ensuring the technology spend is being conducted in alignment with business objectives
Provide subject matter expertise on issues relating to Salesforce and marketing processes, lead process re-engineering & requirement facilitation workshops, ,
Set-up dashboards and reports for management to use, assist with developments in Salesforce, this may include adding new fields, adjusting page layouts or adding new areas of functionality, work with management and end-users to create and manage complex workflow rules, data validation, and triggers.
Set-up journey and lifecycle automation systems
Support customer data management for marketing purposes
QUALIFICATIONS & EXPERIENCE
Qualification & Education:
Degree or Honours (12+3 or equivalent)
Certification as Salesforce Marketing Cloud Consultant or Administrator and Certification as
Salesforce Marketing Cloud E-mail Specialist are both mandatory
Additional qualification in IT / Computer Science or Prince 2 / PMP or Lean / Six Sigma or CBAP is an
advantage, but not mandatory
Bachelor’s degree in Economics / Statistics / Engineering or other numerate discipline (Business
Intelligence portfolio only)
Minimum 5+ years experience in a Business Systems role (all roles)
Minimum 1+ years experience managing projects
Demonstrated process improvement experience
Experience in the travel industry is an advantage, but not mandatory
Minimum 3 years design, configuration and development experience using Salesforce Marketing
Cloud. Experience with Service Cloud is an advantage
Excellent experience with SQL, AMPscript, Salesforce Integration/Connector
Training & Knowledge:
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