Responsibilities

• Salesforce CRM & MarTech Strategy - Develop and execute a comprehensive CRM and marketing technology roadmap aligned with business growth objectives. - Serve as the business owner and primary stakeholder for Salesforce Sales Cloud, Data Cloud, Marketing Cloud Engagement, Mobile Connect, and related customer engagement platforms. - Continuously evaluate and optimize platform capabilities, workflows, and user experiences to improve operational efficiency and adoption. - Identify opportunities to leverage Salesforce innovation, AI-driven marketing capabilities, and customer intelligence to enhance business outcomes. - Establish best practices, governance standards, and scalability strategies across the Salesforce ecosystem.
• Marketing Cloud & Customer Journey Management - Lead the design, implementation, and optimization of multi-channel customer journeys across email, SMS mobile messaging, and emerging digital channels. - Develop lifecycle marketing programs including lead nurturing, onboarding, cross-sell, upsell, retention, reactivation, and loyalty campaigns. - Manage Marketing Cloud Engagement assets including Journey Builder, Automation Studio, Email Studio, Mobile Connect, and Audience Builder. - Ensure consistent customer experiences across all touchpoints through journey orchestration and personalization strategies. - Drive continuous testing and optimization through audience targeting, A/B testing, content personalization, and segmentation enhancements.
• Data Cloud & Customer Data Management - Lead the implementation and optimization of Salesforce Data Cloud to create a unified customer profile across business systems. - Develop customer segmentation strategies using behavioral, transactional, demographic, and engagement data. - Establish processes for identity resolution, audience creation, data activation, and real-time customer insights. - Partner with Analytics and IT teams to improve customer intelligence and drive personalization initiatives. - Ensure compliance with data privacy regulations, consent management requirements, and data governance policies.
• Campaign Operations & Marketing Automation - Manage end-to-end campaign execution processes across the Salesforce ecosystem. - Build automated workflows to improve efficiency, scale marketing operations, and reduce manual processes. - Establish operational standards for campaign development, QA, deployment, monitoring, and optimization. - Partner with business stakeholders to translate marketing requirements into scalable automated solutions. - Ensure marketing programs align with customer lifecycle objectives and organizational goals.
• Analytics, Reporting & Performance Optimization - Develop dashboards and reporting frameworks to measure campaign performance, customer engagement, pipeline influence, and business impact. - Monitor KPIs related to customer acquisition, engagement, retention, conversion, and revenue contribution. - Leverage Salesforce reporting, Data Cloud insights, and business intelligence tools to drive decision-making. - Identify trends, opportunities, and performance gaps through customer and campaign analysis. - Present actionable insights and strategic recommendations to marketing leadership and business stakeholders.
• System Integration & Architecture - Oversee integration strategy and execution using MuleSoft and Salesforce-native integration capabilities. - Ensure seamless data flow between Salesforce platforms and enterprise systems, including websites, digital applications, data warehouses, contact center platforms, and third-party marketing technologies. - Partner with IT and enterprise architecture teams to design scalable, reliable integration solutions. - Manage API connectivity, synchronization processes, and data exchange standards across the customer technology ecosystem. - Support platform upgrades, enhancements, and new technology implementations.
• Cross-Functional Leadership - Collaborate with Marketing, Sales, Customer Success, Operations, IT, and Analytics teams to align technology capabilities with business objectives. - Serve as the primary liaison between business stakeholders and technology partners for CRM and MarTech initiatives. - Manage vendor relationships, implementation partners, and platform support resources. - Lead MarTech-related projects, including system enhancements, migrations, integrations, and process improvements. - Support change management initiatives and user adoption programs across the organization.

Requirements

• Bachelor's degree in Marketing, Business, Information Systems, Computer Science, or related field.
• 5+ years of experience in CRM, marketing technology, marketing operations, or customer engagement platforms.
• Hands-on experience administering and optimizing Salesforce Marketing Cloud Engagement and Sales Cloud.
• Experience working with Salesforce Data Cloud, customer data platforms (CDPs), or enterprise customer data environments.
• Experience designing and managing automated customer journeys and lifecycle marketing programs.
• Demonstrated experience with MuleSoft integrations, APIs, system connectivity, and enterprise data flows.
• Strong understanding of customer segmentation, personalization, identity resolution, and customer lifecycle marketing.
• Experience managing complex marketing automation initiatives and cross-functional projects.
• Strong analytical skills with experience developing dashboards, reporting frameworks, and performance insights.
• Excellent communication, stakeholder management, and project leadership skills.

Preferred

• Preferred Qualifications - Salesforce Marketing Cloud Administrator, Consultant, or Developer Certifications. - Salesforce Data Cloud Certification. - Salesforce Administrator Certification. - Experience with SQL, data modeling, API integrations, and marketing analytics platforms. - Experience implementing enterprise CRM or MarTech transformation initiatives. - Experience leveraging AI-driven personalization, predictive analytics, and customer intelligence solutions within the Salesforce ecosystem.