Salesforce Program Lead (Service Cloud & Marketing Cloud)

About the Role

Key Responsibilities

• Define project scope, goals, and success metrics aligned with Assurants business objectives
• Develop and manage detailed project plans, timelines, budgets, and resource allocations
• Lead cross-functional teams across Service Cloud and Marketing Cloud workstreams ensuring coordinated delivery
• Facilitate workshops and executive briefings to align on business requirements and campaign impact
• Provide regular updates to stakeholders including status reports, risks, and performance metrics
• Own the strategic vision for the program and drive adoption across business units
• Ensure successful delivery of Salesforce Service Cloud and Marketing Cloud solutions including email-to-case workflows, customer journeys, and reporting
• Coordinate integration efforts with external systems such as FileNet, Guidewire, PMS, and ensure data integrity and compliance
• Support UAT, training, and go-live planning ensuring readiness across all impacted teams

Requirements

• Proven experience leading Salesforce programs, especially involving Service Cloud and Marketing Cloud
• Deep understanding of Marketing Cloud capabilities including Email Studio, Journey Builder, Automation Studio, and Data Cloud architecture
• Strong background in CRM and digital marketing strategy with ability to assess campaign value and business impact
• Experience managing global or cross-cloud delivery teams in fast-paced environments
• Salesforce certifications in Marketing Cloud, Email Specialist, Consultant, Admin, and Data Cloud highly preferred
• Excellent communication and leadership skills with ability to engage both technical and non-technical stakeholders

Nice to Have

• Salesforce certifications in Marketing Cloud, Email Specialist, Consultant, Admin, and Data Cloud highly preferred