CRM Analyst (Salesforce Adoption Lead)
Accountable for ensuring successful adoption and sustained business value from changes delivered through the Salesforce platform.
Working closely with dunnhumby business leaders and users, and the Salesforce delivery team, this role plans and delivers business adoption activities that prepare the organisation for new capabilities, process changes, and ways of working.
The CRM Analyst brings a structured, people‑centred approach for existing users and new starters, ensuring impacts are understood, stakeholders are engaged, and users are equipped to adopt Salesforce solutions effectively.
This role embeds business enablement and feedback directly into the product delivery lifecycle.
Key Responsibilities
* Develop and deliver Salesforce enablement and adoption strategies aligned with product roadmaps, release plans, and Agile ways of working.
* Identify adoption gaps and opportunities, engaging stakeholders across Sales, Marketing, Operations, and Technology to drive consistent uptake.
* Coordinate with Product Owners, Business Analysts, and the Release Manager to create clear, targeted communications that explain the who/what/why/how of Salesforce releases.
* Produce consistent messaging across channels and ensure alignment with product vision and process changes.
* Design, maintain, and deliver role‑based, task‑level training that covers both system use and expected user behaviours, translating Salesforce capabilities into practical, repeatable actions.
* Maintain a central SharePoint hub with user materials, onboarding content, known issues, communications, and the superuser register.
* Collaborate with Superusers, L&D, Internal Communications, and product stakeholders to create scalable training approaches using dh tools, automation, and AI.
* Define and track adoption and readiness metrics, gather post‑release feedback, identify risks, and implement corrective actions.
* Embed continuous improvement across change, training, communication, and adoption practices to support strong business outcomes.
What We Expect From You
* Excellent stakeholder engagement, facilitation, and communication skills
* Strong knowledge of Salesforce Sales Cloud, Salesforce Marketing Cloud, and Salesforce CPQ
* Experience working within Agile or product‑led delivery models
* Strong understanding of organisational change‑management methodologies and practices
* Experience designing and delivering training and enablement programmes
* Experience in creating, maintaining, and managing documentation leveraging available tooling, including AI
* Strong analytical skills to measure adoption and value realisation
* Business acumen with the ability to assess complex, cross‑functional change impacts across people, process, and technology
What You Can Expect From Us
Enjoy a comprehensive rewards package from a leading technology company, including flexible working hours and your birthday off.
Benefit from investment in cutting‑edge technology and a small‑business feel that offers freedom to play, experiment, and learn.
We support diversity and inclusion through networks such as Gender Equality Network, Proud, Family, One, Enabled and Thrive.
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