C360 Service Cloud Senior Analyst

C360 Service Cloud Senior Analyst

MAIN PURPOSE

Richemont is looking for a talented Salesforce Senior Analyst to help supporting the delivery of Client engagement solutions and applications to its Maisons. 

The Salesforce C360 Service Cloud Senior Analyst be part of the Richemont LNR (Luxury New Retail) Technology Client Engagement Area Team. You will be joining a dynamic team where you will play a pivotal role in a major, multi-Maisons, worldwide Salesforce initiative for some of the most prestigious Maisons. You will work in a global environment with highly distributed teams in different countries and time zones.  

As a Salesforce C360 Service Cloud Senior Analyst, you will play a crucial role in analysing business processes, gathering requirements, and designing solutions that leverage the Salesforce Service Cloud platform to meet the unique needs of our luxury brands. Your expertise in Salesforce Service Cloud configuration, data analysis, and process optimization will be essential in driving successful implementations and enhancements. 

You can read more about one of our success stories with the Salesforce platform following this link: https://www.salesforce.com/eu/customer-success-stories/richemont/ 

RESPONSIBILITIES 

• Collaborate with stakeholders from various departments to understand business objectives, processes, and requirements specific to our Maisons 

• Conduct detailed analysis of existing business processes and identify opportunities for improvement and optimization 

• Gather and document functional requirements, translating business needs into clear and concise specifications 

• Work closely with cross-functional teams, including sales, marketing, customer service, and IT, to design Salesforce solutions that align with business requirements 

• Perform data analysis and validation to ensure data integrity and quality within Salesforce 

• develop user stories requirements, test cases (SIT, UAT) and criteria in collaboration with developers and testers while participating in and facilitating relevant Agile ceremonies and rituals. 

• Work closely with the support team to ensure the proper functioning of the production environment providing business continuity to the operations. 

• Provide guidance and support to users, addressing questions and issues related to Salesforce functionality and processes 

• Develop a customer-oriented mindset and a culture of collaboration, trust and transparency and foster a culture of continuous service improvement. 

• Collaborate with developers and technical teams to ensure successful implementation of Salesforce enhancements and integrations 

• Stay updated with the latest Salesforce features and functionality, identifying opportunities for innovation and improvement within the luxury industry context 

QUALIFICATIONS: 

• Bachelor's degree in Business Administration, Information Technology, or a related field 

• Proven experience as a Senior Analyst, with a focus on Salesforce implementations and configurations 

• Strong knowledge of the luxury industry, including its business processes, trends, and customer expectations is a plus 

• Salesforce Administrator certification is a must 

• Solid understanding of Salesforce platform capabilities, including configuration, workflows, process builder, reports, and dashboards 

• Experience with data analysis, data modeling, and data management within Salesforce 

• Strong experienced in Agile delivery  

• Experience with Jira and Confluence suitable. 

• Excellent proficiency in English. Fluency in additional languages is appreciated. 

• Excellent analytical and problem-solving skills, with the ability to translate business needs into practical Salesforce solutions 

• Strong communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels