Customer Relations Manager

Duties

Platform Management

• Maintain users, roles, profiles, permission sets, workflows, dashboards, reports, and system settings.
• Oversee system updates, enhancements, testing, and releases.
• Ensure that the sales and marketing teams are logging all their customer activities on the platform.
• Identify opportunities to improve automation, efficiency, visibility, and user experience within Salesforce.
• Manage the day-to-day administration, configuration, and optimisation of Salesforce.
• Continuously review CRM processes and recommend improvements to support revenue growth, customer retention, service excellence, and operational efficiency.
• Lead CRM related projects and enhancements from concept to implementation.
• Coordinate with external implementation partners, Salesforce consultants, and developers where required.

Data Quality, Governance and Compliance

• Develop and enforce data governance rules, standards, and controls.
• Monitor duplicate records, data capture discipline, data hygiene, and reporting reliability.
• Ensure customer data is managed in line with company policies and applicable data privacy requirements.

User Support, Training and Adoption

• Serve as the primary point of contact for Salesforce users.
• Develop and deliver training programmes, user guides, SOPs, and onboarding materials.
• Support users with system issues, process questions, and best practice guidance.
• Monitor user adoption and system utilisation and implement actions to improve uptake and compliance.

Integration and Systems Alignment

• Support the integration of Salesforce with Opera, Monday.com, and WineMs.
• Monitor the performance and effectiveness of integrations and data flows.
• Work with relevant stakeholders to resolve system interface issues and improve data synchronisation across platforms.

Reporting and Business Insights

• Design and maintain dashboards, reports, and analytics that support management decision making.
• Provide regular insights into sales pipelines, customer trends, campaign performance, conversion rates, activity levels, and commercial performance.
• Ensure reporting is timely, relevant, accurate, and aligned to agreed commercial KPIs.

Marketing Automation and Campaign Support

• Support the execution of CRM-driven marketing campaigns, including email marketing broadcasts, automated journeys, and customer lifecycle communications.
• Partner with the marketing team to develop and implement audience segmentation strategies based on customer data, behaviour, and preferences.
• Build, manage, and optimise automated workflows and customer journeys within Salesforce.

Requirements

• Grade 12
• A formal qualification
• Minimum 3–5 years’ experience in CRM management, Salesforce administration, or a similar role
• Salesforce Administrator certification required
• Additional Salesforce certifications advantageous
• Proven experience in managing Salesforce in a business environment
• Experience in report writing, dashboard development, user support, and system optimisation
• Experience working across commercial, operational, and technical teams