Work Experience
Key Responsibilities
1. Manage and administer Salesforce CRM (Sales Cloud & Service Cloud) and Customer Loyalty platforms.
2. Ensure smooth functioning of CRM and Loyalty applications across business units.
3. Configure and maintain platform features, workflows, user access, reports, dashboards, and system parameters.
4. Drive continuous enhancements to improve customer experience and business processes.
Techno-Functional delivery
1. Gather business requirements and translate them into functional and technical solution designs.
2. Prepare Business Requirement Documents, Functional Specifications, Solution Designs & SOPs
3. Analyze business processes and identify opportunities for automation and process optimization.
Project & Release Management
1. Lead end-to-end implementation of recent CRM and Loyalty initiatives. Manage feature enhancements, production releases, UAT, deployment, and hyper-care support.
2. Coordinate with development teams, infrastructure teams, and external vendors.
3. Ensure projects are delivered within agreed timelines, budget,



and quality standards.
System Integrations
1. Manage integrations between Salesforce CRM, Loyalty Platform, POS, E-commerce, Data Warehouse (EDW) integration, Middleware (MuleSoft/API Gateway), WhatsApp, SMS, Email platforms and third-party applications.
2. Support API integrations (REST/SOAP), middleware integrations, and batch/file-based interfaces.
3. Monitor integration health, troubleshoot failures, and coordinate issue resolution.
Data Management & Reporting
1. Manage customer master data, loyalty data, and CRM data quality.
2. Develop reports, dashboards, KPIs, and business insights using Salesforce Reports, SQL, and Excel.
3. Perform data analysis to support business decisions.
4. Ensure data governance, data accuracy, and compliance with organisational standards.
Technical Skills
1. Knowledge of Salesforce (Sales & Service Cloud )
2. SQL with 4+ years of hands-on experience
3. Integration and middl

📌 CRM Executive-Loyalty Systems (Bengaluru)
🏢 Titan
📍 Bengaluru