Salesforce Operations Lead

Informa Markets - Dubai

Company Description

We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

As a Salesforce technical Operations lead, you will lead a squad of internal and external resources to manage all operational changes of one or more of our salesforce instances. This will include day to day configuration, setup as well as minor improvement development on our existing salesforce instances, overseeing the development cycle including gathering and documenting functional requirements related to (SFDC). you will work within a team (Squad) that includes Developers, Technical Architect, QA and Support Lead. Also perform outstanding technical support services to Informa Markets’ sales users, working closely with Squad members to ensure the timely and effective delivery requests as well responding to incidents. You will also be a dedicated advisor for business sales teams and sales operations users.

Job Responsibilities

  • All aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
  • Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
  • Understanding of basic triggers/Apex code knowledge
  • Sandbox environment management
  • DevOps/release management experience
  • Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience
  • Identify unused or underutilised platform features
  • Create a platform roadmap and define priorities, liaising with stakeholders
  • Own the communication of any platform changes to end users and stakeholders
  • Data management to improve Salesforce data quality, implementing rules and automation as needed
  • Proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer
  • User support tickets
  • Monitor and improve user adoption
  • New user and ongoing user training
  • Technical documentation
  • Management of integrated applications and third party suppliers including
  • Coordinating enhancements/upgrades with external vendors.
  • Liaise between the business, Operations team members and work with users to
  • Define concepts
  • Participate in architecture discussions and planning with business analyst and Operations Technical Architect.
  • Meet, coach, mentor and collaborate with Support Lead Squad member.
  • Manage and assign pre-production SFDC configuration, such as users, profiles, permission sets, sharing model, roles, object relationships, sales process, multi-currency, validation and workflow rules, Process Builder, reports and dashboards among others.
  • Continually work towards making improvements in the design, build, test and release process. Manage and resolve change requests within agreed service levels.
  • Follow and enforce change and release management procedures.
  • Meet, coach, mentor and collaborate with other regions OL.
  • Follow Agile development methodology to drive and deliver functionality on a regular cadence with data-driven feedback loops.
  • Validate and check all information security aspects of the applications are being handled. Any new enhancements or requirements from security are prioritized and developed.
  • Managing workload of all offshore development teams and provide guidance where necessary to ensure the development is done correctly.
  • Provide technical support for Global Exhibitions’ Sales enterprise applications

  • Partner with the businesses effectively to understand their objectives and roadblocks
  • Take full project and programme ownership
  • Apply critical and agile thinking to define a problem and develop effective solutions
  • Engage in active listening and observation to understand the goals of the business
  • Have the ability to tell a story and move hearts and minds to bring people into a new way of thinking
  • Have a proactive mindset: able to see what needs to be done, and take action
  • Have a track record for collaborating with cross-functional, international teams and partner teams
  • Have a natural ability to be curious, creative and intuitive
  • Have experience working in Agile product development
  • Have an excellent understanding of sales effectiveness and order processing processes within a large multi-brand b2b organisation
  • Good time management, ability to multitask, ability to prioritize and propensity to handle interruptions with poise and professionalism.
  • Designing scalable, best practice solutions
  • Excellent relationship-building skills
  • Ability to liaise with stakeholders at all levels
  • Translating requirements into technical solutions
  • Experience in change management and governance
  • Training end users and key stakeholders
  • Technical documentation
  • Available and responsive to questions
  • Experience implementing Salesforce configuration changes
  • DevOps/release management experience

Skills Required

  • Certified Salesforce Administrator.
  • Strong Salesforce product knowledge and at least 5+ years’ of Salesforce Administration hands-on experience with Sales Cloud, Service Cloud CPQ & Billing.
  • Previous experience in configuring and maintaining DocuSign, Conga Composor


  • Experience in managing Salesforce Communities
  • Experience in using Jira & Service now and working in an agile environment.
  • Experience working in an Events/Exhibitions and Media Business.

Additional Information

Alongside a competitive salary, Informa also offers the following employee benefits:

  • 25 days paid holiday per year, and regional public holidays, you will also receive one day's paid leave for your birthday
  • ShareMatch Scheme, Informa's colleagues Share incentive plan matches every share purchased with two free shares
  • Volunteer days, You are given permission to take 4 days off per year to volunteer with an approved scheme
  • Learning & Development, Our learning team supports year-round development with face-to-face training, access to Linked-in Learning.
  • Medical Insurance, we offer a comprehensive medical insurance package provide by a leading healthcare provider.

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

Attention - In the recruitment process, legitimate companies never withdraw fees from candidates. If there are companies that attract interview fees, tests, ticket reservations, etc. it is better to avoid it because there are indications of fraud. If you see something suspicious please contact us: [email protected]