Salesforce Administrator / Developer – Service & Loyalty Cloud at Mecca Brands

Richmond, Virginia, United States -

Full Time

Start Date

Immediate

Expiry Date

30 Apr, 26

Salary

0.0

Posted On

30 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Salesforce Administration, Service Cloud, Case Management, Omni-Channel, Knowledge Base, Data Management, SOQL, SOSL, CI/CD, Salesforce Integrations, AppExchange, Analytical Skills, Problem-Solving, Communication Skills, Organizational Skills, Agile Environment

Industry

Retail

Description

MECCA is currently seeking a Salesforce Administrator/Developer to join our Digital team on a permanent basis. The Role You Could Play The Salesforce Administrator / Developer – Service & Loyalty Cloud is responsible for administering, maintaining, and enhancing the Salesforce platform while also acting as a trusted advisor to business stakeholders. This role is a hands-on member of MECCA’s Salesforce platform team, responsible for configuring, maintaining, and enhancing our Salesforce Service Cloud and Loyalty Cloud solutions that support our customer care and loyalty experiences. This role ensures Salesforce remains stable, secure, and efficient, while enabling continuous improvement by understanding requirements and designing and delivering functional solutions. Key responsibilities include: Platform Health & Security – Administer Salesforce environments, manage users/permissions, conduct security reviews and audits, oversee releases, data governance, integrations, and backup/recovery. Incident & Support Management – Provide Level 2/3 support, monitor integrations, lead incident reviews and post-mortems, and maintain knowledge bases to support L1 teams. Service Cloud Configuration & Optimisation – Configure and optimise Case Management, Omni-Channel routing, Service Console tools, Knowledge Base, Entitlements, SLAs, and Milestones to improve agent efficiency and CX. Continuous Improvement & Automation – Build and maintain Salesforce configuration (flows, automation, reports, dashboards), evaluate new features and AppExchange tools, and drive ongoing platform enhancements. End-to-End Delivery Ownership – Own work from idea to production, including requirements clarification, estimation, build, testing, deployment, and post-release support Stakeholder & Vendor Engagement – Act as technical SME in discovery and process mapping, provide stakeholder updates, QA vendor solutions, and coordinate across internal teams. Release, QA & Change Enablement – Support CI/CD deployments, participate in QA, end-user training, and change management to ensure smooth adoption. Documentation & Best Practice – Maintain functional and technical documentation, embed platform standards, reduce technical debt, and ensure effective knowledge transfer to BAU. What You Will Bring 2–4 years’ experience as a Salesforce Administrator, Salesforce Admin/Developer, or similar hands-on Salesforce role. Hands-on expertise with Service Cloud (case management, omni-channel, knowledge base, entitlements/SLAs, console customisation). Strong understanding of Salesforce configuration, automation (flows, workflow rules, process builder), and data management. Ability to triage and remediate issues. Proficiency in SOQL, SOSL, and Salesforce platform tools. Familiarity with CI/CD tools (Bitbucket, Bamboo, Azure pipelines). Understanding of Salesforce integrations (e.g., CTI, Amazon Connect, ERP, Marketing systems). Experience with AppExchange solution evaluation and implementation. Strong analytical and problem-solving skills, with a customer-first mindset. Excellent communication skills, able to explain technical topics to non-technical stakeholders. Highly organised, with the ability to manage competing priorities and deadlines. Highly desirable: Salesforce Administrator ADM201 certification (or equivalent experience). Experience with Salesforce Marketing Cloud, Salesforce Loyalty Management System or other Salesforce clouds. Exposure to modern contact centre tools (e.g. Amazon Connect or other CTI/digital engagement platforms). Experience working in an agile product / squad environment. Experience configuring & maintaining Salesforce Einstein solutions, including but not limited to Einstein Bots, Next Best Action Your Life At MECCA Whilst we are singularly focused on our #CustomerFirst mantra, we know that wouldn’t be possible without an incredible team that is guided by our MECCA values and motivated each and every day to be solutions focused, innovative, collaborative and adaptable, and have a bit of fun along the way! Some of our other team member benefits include: Professional development programs and first-class digitised learning offering Health and well-being initiatives Reward and recognition programs Access to bonus and incentive programs Generous discount to spoil yourselves and your immediate family, as well as a generous product allowance, subject to company policy Benefits are subject to company policy, as updated from time to time. There are also so many other ways in which you’ll be made to feel part of the MECCA story as we love to celebrate, surprise and delight our team along the way. To learn more about life at MECCA Brands, follow us on LinkedIn at MECCA Brands or @lifeatmecca and for all current opportunities, visit www.mecca.com.au/careers #LI-KG1 Follow @LIFEATMECCA ↪ Visit our LinkedIn page ↪ Since our very first day in 1997, our purpose has been to enable our customers to look and feel their best by offering them the world’s best line-up of beauty and skin-care brands, coupled with exceptional service. Fast forward to today, and we have almost 5,000 MECCA team members across 100+ retail stores throughout Australia and New Zealand, a rapidly growing online business, two Distribution Centres, and a bustling Support Centre in the heart of Melbourne working to deliver on our purpose every single day. Our ongoing growth is fuelled by opening new stores and reaching new customers, launching new products, and harnessing the latest technology to constantly innovate and evolve our concepts, experiences, and service offerings. Whether you join MECCA in one of our Retail stores, our Support Centre or one of our Distribution Centres, you will be an integral part of the MECCA family.

Responsibilities

The Salesforce Administrator/Developer is responsible for administering and enhancing the Salesforce platform while acting as a trusted advisor to business stakeholders. Key responsibilities include managing platform health and security, providing support, and driving continuous improvement.