SalesForce Marketing Cloud Platform Operations Manager

About the Role

Key Responsibilities

• Manages 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
• Oversees the implementation for inbound, outbound, real-time marketing interaction strategies and/or rules which leverage marketing database systems and processes
• Enables collaboration with relevant teams such as Marketing Strategy, Marketing Technology, Database Management, Legal/Compliance in support of ongoing initiatives
• Develops comprehensive campaign requirements/specifications
• Ensures that information relayed to the team is accurate, complete, and clearly understood, to increase accuracy and effectiveness
• Specifies timeframes for the development, audit, and deployment of marketing campaigns
• Oversees the procurement of applicable reporting and analysis regarding campaigns
• Oversees incentive inquiries and formal complaints completed by the Retail branch network, Lifeline Support Center, and Contact Center
• Takes responsibility for ensuring incentive payouts are processed correctly along with communicating with the Corporate Tax department to ensure proper documentation is completed
• Tracks inbound and/or outbound marketing performance using established key metrics and performance indicators
• Reviews ongoing outcomes of strategy and presents next best actions along with disposition volumes and metrics
• Monitors team capacity and assigns work appropriately, ensuring timely delivery of projects
• Collaborates with key internal business groups to ensure the ongoing effort for continuous improvement and automated processes
• Conducts routine audits of group activities and processes, ensuring effectiveness and recommending changes when necessary
• Collaborates with team to ensure goals and objectives are challenging yet attainable and contributing to continuous improvement initiatives
• Offers advice and guidance to the team, assisting in the development of necessary skills and the promotion of continuous improvement initiatives
• Maintains the Marketing Cloud platform including user setup, configuration, business unit structure, roles/permissions, and diagnosing/resolving technical and operational issues
• Supports the day-to-day configuration, support, and maintenance of the Marketing Cloud platform
• Collaborates with IT to design, oversee, and/or configure technical architecture of systems utilizing the Marketing Cloud
• Collaborates with cross-functional teams to 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 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
• Ability to manage and lead large-scale and high-profile projects
• Ability to manage multiple priorities simultaneously
• Strong research, data analysis, and fact-derivation skills
• Proven leadership and team management capabilities
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Strong verbal, written communication, and organizational skills
• Knowledge of Salesforce Marketing Cloud platform and features including Email Studio, Content Builder, Journey Builder, Automation Studio, Contact Builder, and AppExchange
• Familiarity with subscriber data management, data extensions, and data imports/exports
• Experience with marketing technology such as Unica, Pega, Oracle Real Time Decisions, and coding, testing, and implementing campaign data
• Understanding of layered systems architectures, web services, APIs, and ETL processes
• Advanced knowledge of the software development life cycle, Interact workflow processes, and SQL

Nice to Have

• Experience with UNICA marketing tools including campaign and Interact
• Experience in program management including large-scale projects
• SAS Certified Base or Advanced Programmer or knowledge of Interact Advanced Topics
• Experience with marketing automation tools such as Salesforce, Unica, Pega, or Oracle Real Time Decisions
• Experience with multi-tier solutions and data flow between applications

Qualifications

• Educational background in Applied Mathematics, Data Analytics, Management Information Systems, Marketing, or a related field
• Minimum of 8 years of experience in database marketing and campaign execution
• Supervisory experience of at least 2 years

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