Salesforce Administrator / Developer – Service & Loyalty Cloud

Mecca Brands•Richmond, VA

About The Position

MECCA is currently seeking a Salesforce Administrator/Developer to join our Digital team on a permanent basis. The Role You Could Play The Salesforce Administrator / Developer – Service & Loyalty Cloud is responsible for administering, maintaining, and enhancing the Salesforce platform while also acting as a trusted advisor to business stakeholders. This role is a hands-on member of MECCA’s Salesforce platform team, responsible for configuring, maintaining, and enhancing our Salesforce Service Cloud and Loyalty Cloud solutions that support our customer care and loyalty experiences. This role ensures Salesforce remains stable, secure, and efficient, while enabling continuous improvement by understanding requirements and designing and delivering functional solutions.

Requirements

2–4 years’ experience as a Salesforce Administrator, Salesforce Admin/Developer, or similar hands-on Salesforce role.
Hands-on expertise with Service Cloud (case management, omni-channel, knowledge base, entitlements/SLAs, console customisation).
Strong understanding of Salesforce configuration, automation (flows, workflow rules, process builder), and data management.
Ability to triage and remediate issues.
Proficiency in SOQL, SOSL, and Salesforce platform tools.
Familiarity with CI/CD tools (Bitbucket, Bamboo, Azure pipelines).
Understanding of Salesforce integrations (e.g., CTI, Amazon Connect, ERP, Marketing systems).
Experience with AppExchange solution evaluation and implementation.
Strong analytical and problem-solving skills, with a customer-first mindset.
Excellent communication skills, able to explain technical topics to non-technical stakeholders.
Highly organised, with the ability to manage competing priorities and deadlines.

Nice To Haves

Salesforce Administrator ADM201 certification (or equivalent experience).
Experience with Salesforce Marketing Cloud, Salesforce Loyalty Management System or other Salesforce clouds.
Exposure to modern contact centre tools (e.g. Amazon Connect or other CTI/digital engagement platforms).
Experience working in an agile product / squad environment.
Experience configuring & maintaining Salesforce Einstein solutions, including but not limited to Einstein Bots, Next Best Action

Responsibilities

Platform Health & Security – Administer Salesforce environments, manage users/permissions, conduct security reviews and audits, oversee releases, data governance, integrations, and backup/recovery.
Incident & Support Management – Provide Level 2/3 support, monitor integrations, lead incident reviews and post-mortems, and maintain knowledge bases to support L1 teams.
Service Cloud Configuration & Optimisation – Configure and optimise Case Management, Omni-Channel routing, Service Console tools, Knowledge Base, Entitlements, SLAs, and Milestones to improve agent efficiency and CX.
Continuous Improvement & Automation – Build and maintain Salesforce configuration (flows, automation, reports, dashboards), evaluate new features and AppExchange tools, and drive ongoing platform enhancements.
End-to-End Delivery Ownership – Own work from idea to production, including requirements clarification, estimation, build, testing, deployment, and post-release support
Stakeholder & Vendor Engagement – Act as technical SME in discovery and process mapping, provide stakeholder updates, QA vendor solutions, and coordinate across internal teams.
Release, QA & Change Enablement – Support CI/CD deployments, participate in QA, end-user training, and change management to ensure smooth adoption.
Documentation & Best Practice – Maintain functional and technical documentation, embed platform standards, reduce technical debt, and ensure effective knowledge transfer to BAU.

Benefits

Professional development programs and first-class digitised learning offering
Health and well-being initiatives
Reward and recognition programs
Access to bonus and incentive programs
Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy

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