Customer Platform Lead

The Role

At Unite Students, we understand that business and technology in partnership is the key to successful technology delivery. The Customer Platform Technical Lead will provide technical leadership, guidance, and expertise in the development, implementation, and optimisation of the Customer platform (Predominantly Salesforce CRM, Marketing Cloud and Field Service). This role ensures that the platform aligns with Unite Students` objectives, is efficient, well run, and is equipped with the latest features and functionalities to support Unite Students` customers, operational and corporate teams. We`re looking for someone who possesses a blend of technical expertise, strategic thinking, and leadership acumen, who has the ability to work collaboratively with multiple stakeholders, both technical and non-technical.

As a senior member of the team, you`ll lead by example and create an encouraging and supportive environment to help develop and motivate team members.

What You`ll Be Doing

• Provide hands on expertise in Salesforce and other systems that fall under the Customer platforms remit.
• Strategy and Alignment - Collaborate with business owners to grasp organisational goals and formulate a strategic vision for the Platform. Work with the Portfolio office to prioritise opportunities for new application functionality, while aligning with Unites digital roadmap. Define, manage, and communicate the plans to support continuous improvement initiatives.
• Value Realisation and Optimisation - Monitor and communicate Platform metrics. Partner with business owners to refine Platform usage. Work with stakeholders to define the benefits case and owners in support of investment activity.
• Process Improvement and Automation - Work with Business Process owners to ensure that process maps are kept up to date and aligned to system enhancements/changes. Identify opportunities for automation. Design efficient workflows that harness Platform capabilities.
• Vendor Relationship Management - Manage relationships with and track performance of Platform vendors. Ensure contractual terms and service agreements provide optimal value. Lead Vendor service reviews.
• Governance and Compliance - Implement governance policies for Platform usage that will stand up to strict Audit scrutiny and adhere to relevant regulations. Ensure solutions adhere to industry best practise and that data is handled securely and complies with relevant regulatory standards.
• Change Management and User Adoption - Develop strategies to drive user adoption. Work closely with the Unite Learning team to identify, define, and deliver training across users and team members.
• Stakeholder Engagement and Communication - Foster strong relationships with Sponsors and business owners. Bridge the communication gap between technical and business teams.
• Continuous Improvement and Innovation - Propose initiatives for new features. Seek opportunities to innovate and work across Platform leads and other stakeholders to ensure alignment. Provide leadership and development paths for Customer Platform team members aligned to platform strategy.
• Oversee the technical design, development, deployment, and maintenance of the Customer Platform. Ensure the platform is robust, scalable, and performs optimally.

What We`re Looking for in You

• Significant Salesforce experience in Development, leading teams and maintaining Salesforce platform and/or other similar roles.
• Must hold at least 2 of the following certifications, Salesforce Certified Administrator, Salesforce Service Cloud Consultant, Salesforce Sales Cloud Consultant, Salesforce Field Service Consultant, Salesforce Marketing Cloud Consultant.
• Proven track record of successful delivery of large programs of work across multiple salesforce clouds.
• Must be a Salesforce SME with deep knowledge of the platform both technically and functionally.
• Experienced in dealing with vendors and third party suppliers.
• Strong track record of managing teams and building effective partnerships with peers.
• Proven experience of managing a 24/7 production environment
• Demonstrable hands-on experience in Salesforce application setup, configuration and administration.
• Expert in Agile methodologies.
• Track record of managing technology projects from design to build, test and implementation.
• Excellent communication skills.
• A proactive, motivated approach.

What You`ll Get in Return

• An annual bonus so you can share in the company`s success
• 25 days` paid holiday
• Pension - based on how much you save, we`ll contribute 1% more
• Flexible working opportunities
• Shared Parental Leave - 18 weeks full pay
• Other benefits include, ShareSave, Bike to Work, Charity Match, amazing discounts and more!

About Unite Students

Founded in 1991, Unite Students is a FTSE 100 business and the UK`s leading provider of purpose-built student accommodation. You can find us in 25 leading university towns and cities, with 74,000 students calling US home! We are driven by our values, culture, and a commitment to develop diverse and inclusive teams, filled with positive energy and new ideas.

Instinctive inclusion. We know that to create and maintain a happy healthy organisation, we have to work hard to ensure inclusion isn`t just what we do but who we are.

People make Unite Students. Employees, students and neighbours all contribute to building environments where we can all thrive.

Room for Everyone

We`re proud to be an employer that embraces individuality, and we`re passionate about building inclusive teams. We focus on creating a collaborative culture where you can be you, where your voice is heard, and where you can truly belong. We take great pride in being rated Gold Investors in People and are constantly striving to provide the highest standard of learning and development opportunities and professional pathways for our people. Building a home for success, for both our employees and students, requires exceptional people with a passion for creating room for everyone, doing what`s right, keeping US safe, and raising the bar. Join us as we build better experiences for students that live with us.

We are US.