Senior Salesforce CRM Administrator

Location: London

Department: Commercial - Growth

Role Purpose:

Boku is seeking an experienced and driven Senior CRM Administrator to lead the operational management of our Salesforce CRM platform and integrated sales and service systems. This role is pivotal in ensuring that our go-to-market (GTM) teams—Sales, Marketing, Customer Success, and Support—are empowered with efficient tools, clean data, and scalable processes to deliver exceptional performance and customer experience.

You will be responsible for the administration, enhancement, and governance of Salesforce as well as related GTM technologies. You’ll partner closely with cross-functional stakeholders to align system capabilities with business needs and lead ongoing improvements in architecture, user experience, and reporting.

Key Responsibilities:

CRM & Systems Leadership

• Serve as the primary owner of Salesforce CRM and related sales/service tools (e.g., CPQ, sales enablement systems, support platforms, integrations).
• Design and implement scalable solutions to meet evolving business requirements across Sales, Marketing, Customer Success, Product and Customer Support.
• Define system governance, user access controls, data policies, and platform performance monitoring standards.

Cross-Functional Collaboration

• Act as a strategic partner to GTM leadership by understanding operational goals and aligning CRM capabilities accordingly.
• Translate business needs into technical requirements and manage the delivery of CRM-related initiatives, enhancements, and optimizations.
• Collaborate with internal teams (Product, Marketing, Finance, IT) to ensure data integrity and seamless tool integrations.

Process & Data Optimization

• Operationalize core GTM processes such as lead routing, opportunity management, account segmentation, renewal workflows, and case management.
• Ensure CRM data hygiene, enrichment, and reporting accuracy through regular audits and automation.
• Manage and evolve dashboards, KPIs, and reporting frameworks for visibility across commercial functions.
• Lead or support Salesforce-related projects including system upgrades, new tool integrations, and user migrations from new areas of Boku
• Manage relationships with external consultants, vendors, and platform support as needed.

Enablement & Support

• Provide training, documentation, and support for system users across departments.
• Monitor user adoption and engagement, identifying opportunities to improve system usability and effectiveness.

Measures of Success:

1. Salesforce System Health & Stability - Key system issues are identified and remediated; a regular cadence of maintenance, audits, and user feedback loops is established.
2. Stakeholder Trust - Strong relationships are built with Sales, Marketing, Customer Success, and Support leadership; you are seen as a strategic partner and systems expert.
3. CRM Governance Framework - A governance model is introduced for user access, data quality standards, and change management processes.
4. Reporting Baseline Established - Core dashboards and reports are standardized and adopted by GTM teams, improving visibility into pipeline, performance, and customer lifecycle.
5. Process Automation & Optimization - Key manual workflows (e.g., lead routing, opportunity stages, handoffs to product/finance) are streamlined or automated, improving team efficiency.
6. User Adoption & Satisfaction - High levels of Salesforce adoption and positive user feedback are achieved through training, support, and platform enhancements.
7. Strategic Roadmap Execution – provide inputs into Boku’s enhancement roadmap for ongoing Salesforce and GTM systems improvements and ensure aligned with business goals.

Key Experience and Competencies:

• Bachelor’s degree or higher in Business Administration, Computer Science or related fields.
• 5+ years of experience in Salesforce administration and CRM systems management
• Salesforce Administrator certification (ADM-201) preferred

• Demonstrated success in designing and implementing Salesforce solutions from scratch to support sales, and/or support teams.
• Deep understanding of CRM architecture, data models, and automation tools (Flows, Process Builder, Validation Rules).
• Experience with reporting and analytics tools (native Salesforce reports, Tableau, Power BI, etc.).
• Strong project management and cross-functional stakeholder engagement skills.
• Excellent communication and problem-solving abilities, with a customer-first mindset.

• Self-starter with attention to detail, and customer-centric and analytical mindset.
• Excellent with time management, prioritisation and multi-tasking in fast-paced environments.
• Experience effectively partnering with internal stakeholders across the globe in multiple time zones.
• Familiarity with RevOps tools such as Outreach, Gong, HubSpot, SalesLoft, Linkedin Sales Navigator
• Knowledge of Salesforce APIs or basic development concepts is required.
• Past experience with payments, mobile, e-commerce, website development and digital technologies is preferred.
• Experience with Salesforce Sales Cloud, Service Cloud, CPQ, Contract Management, and customer support tool integrations (e.g Zendesk, Intercom) is required.
• Experience with Financial Services Cloud (FSC) is preferred.