SalesForce Marketing Cloud Platform Operations Manager

About the Role

Key Responsibilities

• Manage and oversee the Marketing Cloud platform, including user setup, configuration, business unit structure, roles/permissions, and resolving technical and operational issues.
• Maintain the platform by diagnosing and resolving issues and ensuring overall platform health.
• Manage and execute inbound, outbound, and real-time marketing interaction strategies leveraging Marketing Cloud systems and processes.
• Develop comprehensive campaign requirements and specifications to support marketing initiatives.
• Ensure accurate, complete, and clear communication of information to the team to increase effectiveness.
• Specify timeframes for campaign development, auditing, and deployment.
• Oversee procurement of reporting and analysis related to campaigns.
• Manage incentive inquiries and formal complaints from various channels, ensuring correct incentive payouts and proper documentation.
• Track marketing performance using key metrics and performance indicators, review outcomes, and recommend next steps.
• Monitor team capacity, assign work, and ensure timely project delivery.
• Collaborate with internal teams to improve processes and automate workflows.
• Conduct routine audits of activities and processes, recommending improvements as needed.
• Guide and develop team members, fostering continuous improvement initiatives.

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 with campaign strategy and execution, including querying relational databases such as Oracle.
• At least two (2) years of supervisory experience managing a team.
• Strong understanding of Marketing Cloud platform features including Email Studio, Content Builder, Journey Builder, Automation Studio, and Contact Builder.
• Experience with campaign data coding, testing, and implementation using marketing technology such as Salesforce, Unica, Pega, or Oracle Real Time Decisions.
• Knowledge of layered systems architectures, web services, APIs, and ETL processes.
• Proficiency in SQL and understanding of the software development lifecycle.
• Ability to manage large-scale projects and multiple priorities simultaneously.
• Strong leadership, communication, organizational skills, and a strong work ethic.

Nice to Have

• Experience with UNICA marketing tools including campaign and Interact.
• Experience in program management and large-scale projects.
• SAS Certified Base or Advanced Programmer certification or knowledge of Interact Advanced Topics.
• Experience with marketing automation tools such as Pega Customer Decision Hub or Oracle Real Time Decisions.
• Familiarity with systems architecture, data flow, and integration via web services and APIs.

Qualifications

• Educational background as specified in requirements.

Benefits & Perks

• Position is incentive eligible.
• Competitive pay based on experience, skills, and performance.
• Opportunities for career growth and development.