Overview
Provide specialized technical knowledge and contribute to the efficient and effective implementation and management of the Organization’s Salesforce Marketing Cloud environment.
Key Responsibilities
- Collaborate with communication teams, digital engagement teams, and business stakeholders to gather and analyse requirements for marketing automation and subscriber engagement initiatives.
- Configure and manage Salesforce Marketing Cloud Advanced components including Journey Builder, Email Studio, Automation Studio, Contact Builder, and Cloud Pages.
- Design and implement automated communication journeys including campaigns, newsletters, stakeholder nurturing, event communications, and engagement campaigns.
- Develop and maintain audience segmentation strategies based on subscriber profiles, engagement behaviour, demographics, and organizational business rules.
- Support the implementation and maintenance of subscriber preference centers, consent management processes, and communication subscription models.
- Configure and optimize personalized and dynamic email content using AMPscript, dynamic content blocks, personalization strings, and reusable templates.
- Design and manage email campaign operations including scheduling, audience targeting, A/B testing, monitoring, and performance reporting.
- Integrate Marketing Cloud with Salesforce CRM, Data Cloud, and external enterprise systems using APIs and middleware platforms such as Oracle Integration Cloud.
- Support data synchronization, subscriber imports, data cleansing, and audience unification processes across multiple data sources.
- Assist in the implementation and optimization of unified subscriber/customer profiles leveraging Salesforce Data Cloud capabilities.
- Troubleshoot and resolve issues related to automations, subscriber data, segmentation, deliverability, journeys, integrations, and email rendering.
- Monitor campaign performance and engagement metrics, providing recommendations for optimization and continuous improvement.
- Support deployment activities, release management, environment configuration, and documentation of technical and functional solutions.
- Conduct system testing, user acceptance testing (UAT), and quality assurance activities for marketing automation solutions.
- Provide training, guidance, and operational support to business users and communication teams to ensure effective platform adoption.
- Support governance, security, compliance, and data protection standards related to subscriber communications and consent management.
- Collaborate with external vendors, implementation partners, and internal technical teams to support project delivery and operational activities.
- Follow and monitor with Salesforce Marketing automation and Data Cloud product releases and recommend adoption of new capabilities where relevant.
- Contribute to agile project delivery activities including sprint planning, backlog refinement, documentation, and retrospectives.
- Prepare and maintain comprehensive technical and functional documentation, including solution designs, data flows, configuration settings, integration specifications, standard operating procedures, and user guides to support knowledge sharing, operational continuity, and long-term platform sustainability.
- Perform other related duties as required to support FAO’s Salesforce marketing automation ecosystem.
Required Experience
- Minimum 5 years of experience implementing and supporting Salesforce Marketing automation solutions.
- Experience implementing and managing automated communication journeys and lifecycle marketing campaigns.
- Experience with subscriber segmentation, audience management, and personalized communications.
- Knowledge of Salesforce Data Cloud concepts including unified profiles, identity resolution, audience activation, and data harmonization.
- Proficiency with AMPscript, SQL, dynamic content, personalization techniques, and email template configuration.
- Familiarity with Salesforce Sales Cloud standard objects and OOTB features. Ability to understand complex data model and customizations.
- Experience integrating Marketing Cloud with Salesforce CRM and external systems using REST/SOAP APIs and middleware platforms.
- Experience integrating Marketing Cloud with third party tools through data tools and processes
- Understanding of consent management, preference centers, subscription models, and communication compliance frameworks.
- Experience with email deliverability best practices, sender reputation management, and campaign performance optimization.
- Ability to troubleshoot and resolve issues related to automation workflows, subscriber data, integrations, and campaign execution.
- Familiarity with Salesforce deployment and DevOps practices including package deployment, version control, and CI/CD processes.
- Experience with data imports, exports, transformations, and large-volume subscriber management.
- Knowledge of reporting and analytics capabilities related to digital campaigns and subscriber engagement.
- Strong collaboration and stakeholder engagement skills with the ability to work across technical and business teams.
- Familiarity with agile delivery methodologies and tools such as Jira and Confluence.
- Experience working in complex enterprise environments with multiple stakeholders and evolving business requirements.
- Understanding of data governance, security, and privacy standards related to digital communications and subscriber data management.
- Experience supporting multilingual communication environments is considered an advantage.
- Experience of identifying and leveraging AI agents for Marketing Cloud use cases.
Qualifications
- For Consultants: Advanced university degree from an institution recognized by the International Association of Universities (IAU)/UNESCO in Information Technologies, Computer Science, Digital Communications, Information Systems, or related field. Consultants with bachelor`s degree need two additional years of relevant professional experience
- For PSA: University degree (or technical degree/certificate) in Information Technologies, Computer Science, Digital Communications, Information Systems, or related field. Salesforce professional certifications and additional years of experience may be considered in lieu of a university degree
