Salesforce Regional Enablement Lead

10 hours ago

Brisbane, Queensland, Australia Product and Technology Full time

About the Role

We are seeking an experienced Salesforce Regional Enablement Lead to join our Product and Technology team. As a key member of our global support team, you will be responsible for the management, adoption, engagement, and enablement of the platform throughout the FCTG APAC region.

Key Responsibilities

  • Provide guidance, leadership, mentorship, and support to the global Support Administrators in the platform success stream
  • Conduct monthly one on ones with all local team members, including development needs, motivation, and individual performance KPI's
  • Help manage the global support workload throughout the platform success stream ensuring adequate coverage, delegate where necessary and encourage teamwork
  • Ensure business communication systems are followed
  • Help track and communicate global enablement steam KPIs
  • Control costs incurred by the team, and where possible, by the business

Management & Support of the Platform

  • Continually analyse existing systems and processes to identify areas for improvement in the enablement & support stream
  • Drive adherence to global governance/release management processes to ensure system integrity
  • Ensure support SLA is maintained within the global support teams
  • Identity and drive the implementation of improvements & efficiency gains within the enablement stream.
  • Maintain Salesforce product knowledge, as well as relevant third-party applications
  • Ensure data within the platform is maintained to a high quality
  • Co-ordinate the delivery of system enhancements in existing features & functionality within the enablement team in conjunction with the design advisory group.
  • Prioritise the creation and maintenance of a global support knowledge article library.

Drive Adoption and Engagement of the Platform

  • Act as a Business Partner to all FCTG Senior Leadership in the EMEA region
  • Drive the development of user engagement plans/processes to ensure effective engagement with the platform (e.g. through training & user engagement)
  • Focus on delivering "global" solutions over "local" solutions
  • Drive the creation and maintenance of product/feature documentation for users
  • Help identify and prioritise innovative solutions to improve the business's return on investment in the platform
  • Travel to attend stakeholder meetings as required

Global Responsibilities

  • Attend and participate in Global calls to ensure global alignment of local business needs while maintaining a good work life balance
  • Provide guidance, support and insight into the enablement stream and the broader platform direction
  • Ensure regional priorities are addressed with the PMO and Tech streams
  • Be actively involved in global projects that affect the region to ensure global solutions are fit for purpose

Requirements

  • Minimum of 5 years' experience administering medium to large Salesforce orgs (Salesforce Certifications are desirable, but not essential)
  • Proven leadership and teamwork experience
  • Proven process improvement and change management experience
  • Strong client/stakeholder engagement capabilities
  • Salesforce Administrator, Advanced Administrator, Platform App Builder are desirable but not required

About Us

We are a global travel retailer with a family-like culture. We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future.

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.

Our Values

Irreverence. Ownership. Egalitarianism.

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