Senior Manager - Salesforce SME

Title: Senior Manager - Salesforce SME

This role will be based in the WRI Country Office in any of the offices in India. This is a hybrid position. You will need to be in office at least 8 days per month and living within reasonable commuting distance of the office. Existing work authorization is required at the time of application submission as WRI is unable to sponsor any visa work sponsorship for this position.

About the Program:  

The CRM Team sits within the WRI IT Department. The WRI IT Department is responsible for managing the procurement, use and maintenance of all electronic equipment by the Institute. It is responsible for providing the infrastructure and technology for automation and operational efficiencies across the enterprise. It implements the governance for the use of network and operating systems, and it assists the Business units by providing the required tools and functionality. It is a part of Global Operations Team which ensures efficiency of operations and consistency of practices throughout the WRI network. 

The CRM Team is responsible for administering WRI's Salesforce instance and supporting WRI staff with its use for tracking of constituent engagement, fundraising, and similar activities.

Position Overview:

Reporting to the CRM Associate Director, the Salesforce SME will serve as a senior business and technical analysis resource for the Salesforce ecosystem.

The Salesforce SME serves as the strategic owner and subject matter expert for WRI's Salesforce ecosystem, driving platform governance, business process optimization, data integrity, user adoption, and technology-enabled impact across global programs. This role partners with stakeholders across Development, Programs, Finance, Operations, Communications, and IT to ensure Salesforce effectively supports fundraising, donor management, grants management, program delivery, reporting, and organizational decision making.

What will you do:

This role combines business analysis, process improvement, Salesforce administration, reporting, data management, user support, and platform governance to ensure Salesforce effectively supports organizational objectives.

Salesforce Solution Design & Process Development (60%)

• Translate business requirements into scalable Salesforce solution approaches in partnership with the CRM team and technical resources.
• Evaluate solution options based on business requirements, Salesforce capabilities, usability, scalability, maintainability, and organizational best practices, prioritizing existing functionality before introducing new configuration or custom development.
• Analyze impacts and dependencies across Salesforce objects, fields, automation, security, reporting, integrations, and existing functionality.
• Design, develop, test, and deploy custom Salesforce solutions using Apex, Visualforce, Lightning Web Components (LWC), and Flows.
• Oversee Salesforce integrations with enterprise platforms including ERP, Finance, HR, Marketing, Collaboration, and Data Management systems.

• Partner with integration teams and vendors to ensure reliable, secure, and scalable data exchange.
• Manage integration, governance, monitoring, issue resolution, and system dependencies.

• Partner with CRM leadership to align NPSP capabilities and solutions with organizational strategy.

Salesforce Strategy, Governance & Platform Ownership (20%)

• Serve as the organization's primary Salesforce Subject Matter Expert and trusted advisor for CRM and related business systems.
• Establish and maintain platform governance, standards, security controls, data quality frameworks, and release management processes.
• Partner with business leaders to identify opportunities for process optimization, automation, and improved data-driven decision making.
• Ensure platform scalability, sustainability, compliance, and alignment with enterprise architecture principles.
• Identify opportunities to leverage AI to improve program delivery, constituent engagement, fundraising effectiveness, and operational efficiency.
• Support innovation initiatives that improve organizational effectiveness and user experience.
• Support and optimize nonprofit business processes including:
  • Donor and constituent management
  • Grant management and grant lifecycle tracking
  • Program and project monitoring
  • Impact measurement and reporting
• Leverage Salesforce Nonprofit Success Pack (NPSP), Nonprofit Cloud, and related solutions, where applicable.

Data Management, Reporting & Analytics (20%)

• Establish data governance standards, data quality processes, and data practices.Drive improvements in reporting, dashboarding, KPI tracking, and executive analytics.Enable consistent reporting across fundraising, programmatic, operational, and financial activities.Support data migration, cleansing, deduplication, and ongoing system optimization initiatives.Ensure alignment between fundraising, program delivery, and reporting processes across the organization.Support data structures and workflows required for philanthropic reporting and donor stewardship. 
  

What will you need:

• Education: Bachelor’s degree in Information Systems, Business Administration, Technology, or related field. 
• Experience: 8-12+ years of experience in Salesforce administration, business analysis, CRM strategy, or enterprise applications leadership.Proven experience serving as a Salesforce SME, product owner, platform owner, or CRM leader.Strong knowledge of Apex, LWC, SOQL, Salesforce APIs, and integration patterns.Experience supporting nonprofit, NGO, foundation, international development, membership, or mission-driven organizations preferred.Strong understanding of Salesforce Nonprofit Success Pack (NPSP), Nonprofit Cloud, fundraising, donor management, grants management, and constituent engagement processes.Experience with Salesforce Sales Cloud, Service Cloud, Experience Cloud, Reports & Dashboards, Flows, and platform automation.Strong understanding of CRM governance, data management, security models, reporting, and user adoption strategies.Experience managing enterprise integrations, vendors, implementation partners, and cross-functional initiatives.Excellent stakeholder management, communication, facilitation, and strategic planning skills.Experience working in global, matrixed, and geographically distributed organizations.Familiarity with fundraising or nonprofit Development operations is helpful but not required.
• Languages: You have verbal and written proficiency in English. Additional language proficiency relevant to WRI’s global work is an asset.
• Requirements: existing work authorization is required where this position is based. WRI is unable to authorize visa work authorization.
• Preferred Certifications

• Salesforce Advanced Administrator,Salesforce Certified Agentforce Nonprofit Consultant,Salesforce Platform App Builder,Salesforce Certified Platform Integration Architect,Salesforce Certified Platform Developer,Salesforce Agentforce Specialist 

Potential Salary and Benefits: INR 26,00,000 to 34,00,000 INR CTC Per Annum

Salary shall be commensurate with experience, skills and internal parity. WRI offers a generous and comprehensive benefits package. 

Location: Mumbai / Delhi / Bangalore

Start date: As soon as possible

How to Apply: Please submit a resume with a required cover letter. We may close for applications sooner if we receive a high volume of qualified applications.

We are unable to consider your application without a cover letter in addition to your resume.

You must apply through the WRI Careers portal to be considered

Only shortlisted applicants will be contacted for interview purpose.

People-centric to the core:

We keep our people at the centre of everything we do - from a welcoming work environment to benefits and a culture that encourages staff to stay healthy, happy, engaged, and growing.

Some of the non-monetary benefits that our staff get:

Health benefits: We cover health insurance for you and your loved ones for up to INR 8 lakhs

Term Insurance: Our term insurance policy covers life coverage of 50 lakhs per staff member

Employee Assistance program: Promoting mental well-being and supporting staff in achieving a satisfying work-life balance

Health & Nutrition: Personalized diet recommendation from a certified dietitian based on the physical health condition and lifestyle

Flexible work schedule: Alternative work arrangements for all who are eligible by nature of their job

Learning culture: Workshops and trainings to empower staff, encourage new learning opportunities

Rest and Recharge weeks: We encourage staff to take time off to rest, rejuvenate, upskill, and pursue their interests

Our leave policy: Avail personal time off at 36 per year, along with public holidays, maternity, paternity, and adoption leaves.

Equal employment
We believe in equal employment, it is our policy to recruit and provide opportunities for advancement in all job classifications without regard to caste, religion, sex, age, marital status, sexual orientation, parental status, or disability.