Avery Dennison Corporation (NYSE: AVY) is a global materials science and manufacturing company specializing in the design and manufacture of a wide variety of labeling and functional materials. The company’s products, which are used in nearly every major industry, including pressure-sensitive materials for labels and graphic applications; tapes and other bonding solutions for industrial, medical and retail applications; tags, labels and embellishments for apparel; and radio-frequency identification (RFID) solutions serving retail apparel and other markets. Headquartered in Glendale, California, the company employs approximately 30,000 employees in more than 50 countries. Reported sales in 2020 were $7.0 billion. Learn more at www.averydennison.com.

ABOUT YOUR ROLE:

This role will work closely with the CX + Digital Platforms Manager to drive customer experience and commercial effectiveness across the LGM business. You will work with the commercial organization to support their ongoing productivity, efficiency and effectiveness via the development, enhancement and adoption of Salesforce.

You will be responsible for delivering customer-focused solutions. Working on innovative and challenging projects, this role will see you specialise in the use of the Salesforce platform, advising on recommendations and seeing that vision through to reality. 

The Salesforce CRM and Automation Specialist is customer-focused and is responsible for the end-to-end customer journey. Working closely with the Customer Experience and Digital team, you will analyze data and identify opportunities as well as drive new initiatives to nurture users through the Customer Lifecycle, optimise current workflows and retain/grow current customers.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Work with commercial stakeholders to translate business and functional requirements and participate in delivery tasks such as user story creation.

• Support the identification, development and implementation of platform processes and technical features that drive efficiency, improve business capability and engagement with the Salesforce Platform technology across the business.

• Execute initiatives that drive the effortless customer experience via the effective use of the salesforce and other customer engagement platforms

• Work with IT and other stakeholders to prepare solution design

• Ensure the overall quality of Salesforce solutions.

• Deploy and support Salesforce solutions once they are in production.

• Quality Assurance / Testing to ensure documented requirements are fulfilled

• Drive testing, training, and business Change Mgt of developments/enhancement in conjunction with country salesforce Superusers

• Facilitate ongoing user requirements and liaison with IT in identifying and resolving problems.

• Data maintenance and integrity of salesforce and other customer engagement platforms

• Develop analysis to measure the trends, efficiencies, and effectiveness of systems, including Reports/Dashboards

• Tertiary Qualification (preferably in business and/or IT, Bachelor's degree)

• Salesforce certifications in Sales Cloud, Service Cloud,  Marketing Cloud(Desired) and Community Cloud (desired)

• Min 5 years hands-on/project delivery experience in Salesforce/CRM projects 

• Ability to present alternative outcomes, propose solutions and ‘’think outside the box"

• Experience in working with commercial teams across a diverse range of geographies, understanding business challenges and translating these into business requirements and solutions

• Ability to influence change across a number of commercial stakeholders 

• Proven experience in project management

• Strong written and verbal communication skills and the ability to translate complex information in a practical and user friendly manner.

• Strong analytical skills and a logical approach to problem solving