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Salesforce CRM Developer

4 weeks ago

Bengaluru, Karnataka, India RapidBrains Full time
Job Title: Salesforce CRM Developer

Experience: 7 - 12 Years

Location: Bengaluru / Gurgaon / Pune (Hybrid)

Notice Period: 0 - 30 Days

Job Description

The Salesforce CRM Developer will play a key role in implementing CRM strategies and enabling digital solutions to support business growth. The role involves designing and optimizing CRM-based customer engagement and service propositions, enhancing internal CRM processes, and ensuring seamless integration with business objectives.

Key Responsibilities

Digital Strategy & CRM Development

- Support the Head of Digital in developing and executing CRM and digital strategies aligned with business objectives.
- Act as a subject matter expert in CRM best practices and emerging digital technologies.
- Define and document a CRM roadmap, ensuring timely and efficient implementation.
- Assess and propose new technologies and CRM enhancements to maintain a competitive digital landscape.

Salesforce Development & Implementation

- Lead the Service Cloud Lightning migration by analyzing the current setup and optimizing the future operating model.
- Develop and configure Salesforce Service Cloud, ensuring seamless setup and deployment.
- Work with business teams to define case assignment rules, Omni-channel strategies, chatbot implementations, and knowledge management features.
- Optimize CRM workflows and digital capabilities to enhance customer engagement and service efficiency.

Stakeholder Management & Project Execution

- Collaborate with internal and external stakeholders, including business teams, IT, and Salesforce partners, to resolve technical challenges.
- Define and implement KPI reporting to measure the effectiveness of CRM and digital initiatives.
- Manage end-to-end project execution, from requirements gathering to delivery, ensuring adherence to SLAs and quality standards.
- Provide mentorship and technical guidance to team members, promoting best practices in development and project delivery.

Compliance & Quality Assurance

- Ensure all CRM-related marketing materials and client-facing content comply with Consumer Duty and regulatory requirements.
- Maintain operational guidelines and service level agreements, reporting on performance and identifying areas for improvement.
- Troubleshoot complex issues across development, testing, UAT, and production environments, ensuring minimal disruption.

Required Skills & Experience

- 8+ years of experience as a Salesforce Service Cloud Developer and Administrator.
- Hands-on experience in Salesforce Service Cloud setup and configuration.
- Experience in Lightning migration (preferred but not mandatory).
- Strong knowledge of Salesforce administration and configuration.
- Proven ability to lead and facilitate stakeholder workshops.
- Experience in defining and optimizing the entire customer lifecycle, including Marketing, Sales, and Servicing.
- Knowledge of digital solutions and CRM strategies to improve customer experience and engagement.
- Strong project management and team management skills, with experience in an Agile environment.
- Excellent communication, analytical, and organizational skills.
- Ability to work independently while also collaborating with cross-functional teams.
- Salesforce Certified Administrator certification (preferred).

Preferred Qualifications

- B.E./B.Tech/MCA/MBA in Finance, Information Systems, Computer Science, or a related field.
- Experience working in a regulated environment with an understanding of compliance implications.