SalesForce Marketing Cloud Platform Operations Manager

About the Role

Key Responsibilities

• Manage a team responsible for translating strategic input documents for inbound and/or outbound marketing initiatives into specified data requirements and executing to meet program intentions as well as operational functions associated with campaign execution that could include incentive fulfillment and monitoring functions
• Oversee the implementation for inbound, outbound, real-time marketing interaction strategies and/or rules which leverage marketing database systems and processes
• Enable collaboration with relevant teams such as Marketing Strategy, Marketing Technology, Database Management, Legal/Compliance in support of ongoing initiatives
• Develop comprehensive campaign requirements/specifications
• Ensure that information relayed to the team is accurate, complete, and clearly understood, to increase accuracy and effectiveness
• Specify timeframes for the development, audit, and deployment of marketing campaigns
• Oversee the procurement of applicable reporting and analysis regarding campaigns
• Oversee incentive inquiries and formal complaints completed by the Retail branch network, Lifeline Support Center, and Contact Center
• Take responsibility for ensuring incentive payouts are processed correctly along with communicating with the Corporate Tax department to ensure proper documentation is completed
• Track inbound and/or outbound marketing performance using established key metrics and performance indicators
• Review ongoing outcomes of strategy and present next best actions along with disposition volumes and metrics
• Monitor team capacity and assign work appropriately, ensuring timely delivery of projects
• Collaborate with key internal business groups to ensure ongoing efforts for continuous improvement and automated processes
• Conduct routine audits of group activities and processes, ensuring effectiveness and recommending changes when necessary
• Collaborate with team to ensure goals and objectives are challenging yet attainable and contribute to continuous improvement initiatives
• Maintain the Marketing Cloud platform including user setup, configuration, business unit structure, roles/permissions, and diagnosing/resolving technical and operational issues
• Ensure the proper functioning of Salesforce Marketing Cloud features such as Email Studio, Content Builder, Journey Builder, Automation Studio, Contact Builder, and integrations with other systems
• Manage subscriber data, including managing data extensions and configuring data imports/exports
• Collaborate with IT to design and oversee technical architecture of systems utilizing Marketing Cloud
• Identify requirements, design solutions, implement enhancements, and align system updates with business objectives

Requirements

• Bachelor's degree in Applied Mathematics, Data Analytics, Management Information Systems, Marketing, or a closely related field
• Eight (8) years of experience in database marketing working with campaign strategies and execution
• Experience querying relational databases such as Oracle and performing data analysis
• Two (2) years of supervisory experience in a related role
• Strong understanding of Marketing Cloud functionalities and campaign automation
• Ability to manage and lead large-scale and high-profile projects
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Strong verbal, written communication, and organizational skills
• Ability to research, analyze data, and derive facts
• Ability to supervise and manage a team

Nice to Have

• Experience with UNICA marketing tools including campaign and Interact
• Experience in program management including large-scale projects
• Statistical Analysis Software (SAS) Certified Base or Advanced Programmer
• Knowledge of Interact Advanced Topics
• Experience coding, testing, and implementing campaign data using Salesforce, Unica, Pega Customer Decision Hub, or Oracle Real Time Decisions
• Experience with layered systems architectures and multi-tier solutions using web services, APIs, and ETL processes
• Advanced knowledge of the software development life cycle, Interact workflow processes, and SQL

Qualifications

• Educational background as specified in requirements

Benefits & Perks

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program