Business Systems Manager in London

We’re the UK's number one choice for homewares – we’re ambitious about our brand, about being a good company, and about profitable growth. 

With 13 million active customers in the last 12 months, we offer over 50,000 products, including our own Dorma and Fogarty brands, across 170+ stores. We operate the UK’s largest Made to Measure factory for curtains and roman blinds. We’re also developing products to help customers live more sustainably by introducing new materials and circular design and broadening our Conscious Choice product lines.

Our purpose is ‘to help create the joy of truly feeling at home, for now and for generations to come.’ We have three ambitions: ‘ambitious about our brand’, ambitious about being a good company’, and ‘ambitious about profitable growth’. We’re focused on growing as the number one choice for home, furniture and more, loved by our customers shopping more frequently in a fast-moving, post-pandemic environment.

Customer Care at Dunelm is on a journey to transform the way that we think about putting the customer first, driving value and impact through best practices and processes to help accelerate our delivery of the company mission and purpose.  

As a Business Systems Manager (6 month fixed term) you will be joining a talented team of Colleagues who are all striving to improve both the Customer Care and broader Dunelm Customer Experience.

The purpose of the Business Systems Manager is to actively lead the feature development and continuous improvements to our Customer Care technologies - primarily Salesforce Service Cloud. You will partner closely with the Contact Centre leaders and wider Customer Care team as well as Dunelm Technology and external partners to implement process redesign initiatives and support operational improvement.

Reporting to the Senior Manager, Customer Care Process, Data & Technology Improvement, the job holder will be supported by a Business Systems Analyst.

Responsibilities

• Effective Product Owner of Dunelm Customer Care technologies (Salesforce Service Cloud & other contact centre solutions).

• Collaborate and partner with internal stakeholders, lead design sessions with business SME’s and other technical team members.

• Displays functional ownership of all aspects of the Salesforce Service Cloud implementation, including configuration, system integrations, 3rd party applications (including contact centre technologies) and AppExchange products.

• Drive best practice design into each aspect of the solution delivery. Provides advisory and apply industry leading practices around key CRM processes like Case Management, Agent/End User Experience, Knowledge Management, etc.

• Displays in-depth understanding of data model and Salesforce application development

• Manage ongoing release cycle and larger deployment projects.

The Business Systems Manager role is present to drive continuous improvement to Dunelm’s Customers Care Technologies, bringing external best practice and innovation to the function.

The job holder must be able to demonstrate the following capabilities:

• Minimum of 5+ years of Salesforce experience - Certifications: Administrator (required), Service Cloud Consultant (desired)

• Deep understanding of Salesforce Service Cloud and how business processes and user experience can be improved using Salesforce Lightning platform.

• Experience with integrating Service Cloud with other business systems.

• Ability to understand and assess how business processes and user experience can be improved using Salesforce Lightning platform.

• Experience with Omni-Channel, Einstein Bots, Einstein for Service, Web-to-Case and Experience Cloud is desired.

We have an exciting road ahead of us, so we need amazing people to help us get there. That’s where you come in!