Manager - Salesforce Technical Expert

About the Job

Who We Are

We help to create icons. We help to build marvels. Our products feature in some of the most iconic buildings in the world.

RAK Ceramics

is one of the largest ceramics brands globally, specializing in ceramic and gres porcelain wall and floor tiles, sanitaryware, faucets, and tableware. Headquartered in the United Arab Emirates, we serve clients in over

150 countries

through operational hubs in

Europe, the Middle East and North Africa, Asia, North & South America, and Australia .

With over

12,000 employees from 40+ nationalities , we are a truly global and diverse organization. RAK Ceramics is publicly listed on the

Abu Dhabi Securities Exchange (ADX)

and the

Dhaka Stock Exchange .

The Role :

The Manager - Salesforce Technical Expert to lead and support our Salesforce ecosystem, including system implementation, configuration, administration, and maintenance of integration with SAP ERP. This individual will play a critical role in helping leverage Salesforce to its full potential by designing and optimizing CRM processes that align with the company's operational needs and strategic objectives. The role requires close collaboration with stakeholders to gather requirements, document processes, and coordinate with development teams and partners to ensure successful delivery

What You Will Be Doing :

Salesforce Administration

Support the implementation, setup, and configuration of Salesforce (Sales, CPQ, Service Cloud).

Perform daily administration tasks including user setup, security roles, profiles, data integrity, workflows, and reports.

Maintain and enhance existing Salesforce configurations based on evolving business requirements.

Execute data migration during rollouts to new entities.

Lead User Acceptance Testing (UAT) and conduct user training sessions.

Maintain clean and accurate CRM data within Salesforce.

Integration & Technical Oversight

Act as the technical subject matter expert (SME) for Salesforce, particularly in its integration with SAP ERP and other enterprise systems.

Collaborate with internal IT teams and external partners to ensure reliable data flow and synchronization between Salesforce and SAP.

Troubleshoot and resolve issues related to integration and system performance.

Business Analysis & Stakeholder Communication

Serve as a liaison between business stakeholders and technical teams.

Facilitate requirements-gathering sessions and translate business needs into functional and technical specifications.

Prioritize enhancement requests, manage a backlog of change requests, and support issues.

Prepare and maintain detailed documentation, including business requirements, process flows, and system architecture.

Partner & Project Management

Coordinate with internal developers and third-party vendors to implement new features, system updates, and customizations.

Manage project timelines, deliverables, and stakeholder communications for Salesforce-related initiatives.

Ensure all solutions are delivered on time, within scope, and in accordance with best practices

Key Interactions :

Internal : Legal, Finance, HR, Sales & Marketing, Internal Audit

External : Customers, Vendors, Service providers

What are the key skills required for this role :

Proven experience integrating Salesforce with SAP ERP (or other large ERP systems) using middleware tools, custom APIs, and SAP PI / PO.

Deep understanding of Salesforce architecture, data models, security principles, and platform best practices.

Strong analytical skills with the ability to translate business needs into technical solutions.

Experience with project coordination, vendor management, and Agile or hybrid project delivery methodologies.

Excellent communication, stakeholder management, and documentation skills.

Our Ideal Match

Bachelor’s degree in Computer Science, Information Systems, or a related field.

Certifications such as Administrator, Advanced Administrator, Business Analyst, CPQ Specialist, or Platform App Builder are preferred.

5+ years of hands-on experience with the Salesforce platform.

Proven experience integrating Salesforce with SAP ERP (or other large ERP systems) using middleware tools, custom APIs, and SAP PI / PO.

RAK Ceramics is an Equal Opportunity Employer.

We do not discriminate on the basis of race, color, religion, gender, nationality, disability, age, or marital status