Work Experience

Key Responsibilities

- Manage and administer Salesforce CRM (Sales Cloud & Service Cloud) and Customer Loyalty platforms.
- Ensure smooth functioning of CRM and Loyalty applications across business units.
- Configure and maintain platform features, workflows, user access, reports, dashboards, and system parameters.
- Drive continuous enhancements to improve customer experience and business processes.

Techno-Functional delivery
- Gather business requirements and translate them into functional and technical solution designs.
- Prepare Business Requirement Documents, Functional Specifications, Solution Designs & SOPs
- Analyze business processes and identify opportunities for automation and process optimization.

Project & Release Management

- Lead end-to-end implementation of new CRM and Loyalty initiatives. Manage feature enhancements, production releases, UAT, deployment, and hyper-care support.
- Coordinate with development teams, infrastructure teams, and external vendors.
- Ensure projects are delivered within agreed timelines, budget, and quality standards.

System Integrations

- 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.
- Support API integrations (REST/SOAP), middleware integrations, and batch/file-based interfaces.
- Monitor integration health, troubleshoot failures, and coordinate issue resolution.

Data Management & Reporting

- Manage customer master data, loyalty data, and CRM data quality.
- Develop reports, dashboards, KPIs,



and business insights using Salesforce Reports, SQL, and Excel.
- Perform data analysis to support business decisions.
- Ensure data governance, data accuracy, and compliance with organisational standards.

Technical Skills

- Knowledge of Salesforce (Sales & Service Cloud )
- SQL with 4+ years of hands-on experience
- Integration and middleware
- Microsoft Excel (Advanced)
- REST & SOAP APIs

Behavioral Competencies

- Project planning and execution
- Strong ownership and accountability
- Cross-functional collaboration
- Time management and organizational skills
- Techno-functional mindset
- Ability to manage multiple priorities The Right Candidate The ideal candidate should have:
- 5+ years of experience in CRM and Customer Loyalty application management.
- Solid techno-functional expertise in Salesforce CRM and Loyalty platforms.
- Proven experience managing end-to-end application implementations and production support.
- Hands-on experience with enterprise integrations involving APIs, middleware, file transfers, and third-party systems.
- Experience working with Sales, Marketing, Customer Service, Retail, and Digital business teams.
- Strong understanding of customer lifecycle management, loyalty programmes, customer engagement, and CRM processes.
- Ability to convert business requirements into scalable technology solutions.
- Experience managing multiple vendors, implementation partners, and cross-functional teams.
- Excellent documentation, presentation, and stakeholder communication skills.

Education

B.E./ B.Tech (Computer Science/Information Technology)

MCA

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