Senior Specialist - Experience Center

Job Purpose

Support the administration, optimization and continuous improvement of Red Sea Global's Salesforce ecosystem Sales Cloud Service Cloud Marketing Cloud and Data Cloud for the Residential Development division. The Senior Specialist is responsible for maintaining CRM configurations supporting automation ensuring data integrity producing reports and dashboards and partnering with business stakeholders to enhance CRM performance and user adoption. The role acts as a subject matter expert reporting to the CRM Manager to support the CRM strategy established by Sales Operations leadership.

• Support the execution of the Residential CRM roadmap and contribute to ongoing Salesforce enhancements.
• Configure and maintain Salesforce Sales Cloud Service Cloud Marketing Cloud Data Cloud including workflows validation rules dashboards reports and user permissions.
• Maintain CRM governance processes change requests release documentation and system configuration records.
• Develop operational dashboards and reports to monitor sales performance pipeline activity case volumes and resolution times campaign performance and CRM adoption.
• Deliver end-user training user guides and day-to-day CRM support.
• Configure and support Service Cloud case management including queues assignment and escalation rules Omni-Channel routing entitlements SLAs and knowledge articles for the resident and owner service teams.
• Support Marketing Cloud campaign execution including journeys email and landing-page templates audience segmentation consent preference management and lead and enquiry capture through to Sales Cloud handoff.
• Monitor data quality and execute regular data cleansing validation and de-duplication activities.
• Support CRM integrations and coordinate with IT and external vendors on system enhancements.
• Gather business requirements from Sales and Marketing teams and recommend CRM process improvements.
• Monitor CRM adoption and prepare regular reports on system usage compliance and data accuracy.
• Stay current with Salesforce best practices and recommend improvements to increase system efficiency.
• Support the evaluation and rollout of Salesforce AI capabilities including Agentforce agents Einstein features and prompt templates to automate routine sales and service tasks and improve response times.

• 3+ years of hands-on Salesforce administration and CRM support across Sales Cloud, Service Cloud, and Marketing Cloud.
• Experience supporting enterprise Salesforce implementations.
• Salesforce Administrator certification required;
  Advanced Administrator, Sales Cloud Consultant, Service Cloud Consultant, Marketing Cloud Email Specialist, or Agentforce Specialist preferred.
• Demonstrated experience delivering end-to-end lead-to-customer-service processes, working alongside sales, marketing, and customer service stakeholders.
• Experience in real estate, hospitality, or luxury customer environments preferred.

• Salesforce Administration
  - Advanced
• CRM Strategy Support
  - Advanced
• Automation & Workflow Design
  - Advanced
• Data Governance
  - Advanced
• Reporting & Analytics
  - Advanced
• Stakeholder Management
  - Advanced
• Integration Support
  - Intermediate
• Advanced User Training & Adoption
  - Advanced
• Agentforce
  - Desired