CRM Support Administrator - Temporary

Belonging to Air Canada is to belong to a Canadian symbol, Air Canada recently voted best airline in North America. Take your career to new heights by joining our innovative and diverse team at the forefront of passenger air transport.

The person occupying the Customer CRM Support Administrator position is responsible for administration, support, and continuous improvement regarding Salesforce, including Sales Cloud, Service Cloud, and Experience Cloud, as well as reporting in Marketing Cloud Account Engagement (Pardot) and Tableau. The person occupying this position is responsible for supporting sales, marketing, customer service, and business decision-making by working closely with the Salesforce architect, Systems Management analysts, Product owners, developers, and external partners.

Responsibilities:

• Administer and support Salesforce applications, including Sales Cloud, Service Cloud, Experience Cloud, automation functions, and future customer relationship management system capabilities.
• Manage users, roles, access rights, objects, fields, page layouts, validation rules, security, single sign-on, and multi-factor authentication; coordinate user onboarding, modification, and offboarding, as well as external user access.
• Administer and ensure continuous improvement of Experience Cloud sites, particularly regarding navigation, content, access, permissions, and user experience.
• Administer Marketing Cloud Account Engagement (Pardot), including prospect synchronization, field mapping, scoring, forms, and Engagement Studio programs; monitor and resolve connector and synchronization issues; support the Marketing team in campaign configuration, customer segmentation, audience management, prospect processes, customer journey, and marketing automation.
• Ensure that marketing activities are aligned with customer, account, prospect, sales, consent, and engagement data in Salesforce.
• Collaborate with Systems Management analysts and business and Marketing stakeholders to clarify requirements and translate approved requirements into scalable platform configurations and enhancements aligned with the Salesforce architect's solution design.
• Develop and maintain reports and dashboards in Tableau and Salesforce regarding sales, marketing, customer engagement, adoption, and campaign performance.
• Monitor platform performance, usage, and adoption, and recommend improvements.
• Improve data quality by determining key fields and objects to monitor and clean, applying validation and duplicate prevention controls, and performing controlled imports and batch updates.
• Work closely with Salesforce architects, Systems Management analysts, Product owners, and developers to ensure platform configurations and enhancements comply with business requirements and solution architecture.
• Provide daily user support and coordinate problem resolution with internal teams and external partners.
• Train users on new features and processes, in person or remotely.
• Support Salesforce integrations through data loading, system interfaces, and related troubleshooting.
• Maintain platform documentation, configuration records, and operating procedures; contribute to refining the product backlog for customer relationship management system improvements in coordination with Systems Management analysts and Product owners.
• Identify opportunities to simplify processes, increase automation, and improve customer and employee experiences.
• Support compliance with applicable standards regarding security, privacy, consent, data governance, and technology.

Qualifications

• Bachelor's degree in computer science, information systems, business technology, marketing, or a related field, or equivalent work experience.
• At least three years of experience in Salesforce administration or a related customer relationship management position.
• Salesforce Administrator certification required or strongly preferred.
• Hands-on experience with Sales Cloud, Salesforce platform configuration, and Salesforce Flow.
• Experience administering or supporting Salesforce Experience Cloud sites.
• Experience with Pardot/Account Engagement, marketing automation, campaign management, prospect processes, customer segmentation, or digital customer journeys.
• Experience creating and maintaining reports and dashboards in Tableau and Salesforce.
• Understanding of Salesforce security, data models, data quality, integration, privacy, and consent management.
• Experience gathering requirements, coordinating testing, release support, and solution documentation.
• Strong analytical, problem-solving, organizational, stakeholder management, and communication skills.
• Ability to work effectively with Sales, Marketing, Customer Service, Analytics, Data, Technology, vendors, and implementation partners.
• Experience with Agile or Scrum tools, MuleSoft and APIs, and other Salesforce and Tableau certifications is an asset.
• Demonstrate punctuality and reliability to support the overall success of the team in a fast-paced environment.

Conditions of Employment:

Candidates must be eligible to work in the country concerned at the time a job offer is presented and are responsible for obtaining necessary work permits, visas, or other authorizations. Proof of eligibility must be provided before the start date.

Language Requirements

All things being equal, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is firmly committed to diversity and inclusion and aims to create a healthy, accessible, and rewarding workplace that highlights the unique contribution of our employees to the success of our company.

As an equal opportunity employer, we encourage diverse applications to build a workforce that is varied and representative of our customers and the communities where we live and offer our services.

Air Canada thanks all candidates for their interest, but only those selected for an interview will be contacted.