CRM Support Administrator - Temporary

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The CRM Support Administrator is responsible for the administration, support, and continuous improvement of Salesforce, including Sales Cloud, Service Cloud, and Experience Cloud, as well as Marketing Cloud Account Engagement (Pardot) and Tableau reporting. The role supports sales, marketing, customer service, and business decision-making, working in close coordination with the Salesforce Architect, Business Analysts, Product Owners, Developers, and external partners.

Responsibilities:

• Administer and support Salesforce applications, including Sales Cloud, Service Cloud, Experience Cloud, automation, and future CRM capabilities.
• Manage users, roles, permission sets, objects, fields, page layouts, validation rules, security, SSO, and MFA; coordinate user onboarding, access changes, offboarding, including external-user access.
• Configure and maintain business processes and automation using Flow and other supported platform capabilities.
• Administer and continuously improve Experience Cloud sites, including navigation, content, access, permissions, and user experience.
• Administer Marketing Cloud Account Engagement (Pardot), including prospect synchronization, field mappings, scoring and grading, forms, and Engagement Studio programs; monitor and resolve connector and synchronization issues; and support the Marketing team with campaign setup, customer segmentation, audience management, lead processes, customer journeys, and marketing automation.
• Ensure marketing activities are aligned with customer, account, lead, sales, consent, and engagement data in Salesforce.
• Collaborate with Business Analysts and business and marketing stakeholders to clarify requirements and translate approved requirements into scalable platform configurations and enhancements aligned with the Salesforce Architect’s solution design.
• Develop and maintain reports and dashboards in Tableau and Salesforce for sales, marketing, customer engagement, adoption, and campaign performance.
• Monitor platform performance, usage, and adoption, and recommend improvements.
• Improve data quality by identifying key fields and objects for monitoring and data cleanup, applying validation and duplicate-prevention controls, and performing controlled imports and bulk updates.
• Work in close coordination with Salesforce Architects, Business Analysts, Product Owners, and Developers to ensure platform configurations and enhancements align with business requirements and solution architecture.
• Provide day-to-day user support and coordinate issue resolution with internal teams and external partners.
• Train users on new features and processes, in person or remotely.
• Support Salesforce integrations through data loads, system interfaces, and related troubleshooting.
• Maintain platform documentation, configuration records, and operating procedures; contribute to CRM enhancement backlog refinement in coordination with Business Analysts and Product Owners.
• Identify opportunities to simplify processes, increase automation, and improve customer and employee experience.
• Support compliance with applicable security, privacy, consent, data-governance, and technology standards.

• Bachelor’s degree in computer science, information systems, business technology, marketing technology, or a related field, or equivalent work experience.
• Minimum of three years of experience in Salesforce administration or a related CRM role.
• Salesforce Administrator certification required or strongly preferred.
• Hands-on experience with Sales Cloud, Salesforce platform configuration, and Salesforce Flow.
• Experience administering or supporting Salesforce Experience Cloud sites.
• Experience with Pardot/Account Engagement, marketing automation, campaign management, lead processes, customer segmentation, or digital customer journeys.
• Experience developing and maintaining reports and dashboards in Tableau and Salesforce.
• Understanding Salesforce security, data models, data quality, integration, privacy, and consent management.
• Experience gathering requirements, coordinating testing, supporting releases, and documenting solutions.
• Strong analytical, problem-solving, organizational, stakeholder-management, and communication skills.
• Ability to work effectively with Sales, Marketing, Customer Service, Analytics, Data, Technology, vendors, and implementation partners.
• Experience with Agile or Scrum, MuleSoft, APIs, or additional Salesforce and Tableau certifications is an asset.

Conditions of Employment:

Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.

Linguistic Requirements

Based on equal qualifications, preference will be given to bilingual candidates.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.