Salesforce Marketing Cloud Manager

Role Overview

• Lead the development and execution of revenue-driven CRM and loyalty strategies aligned with business objectives.
• Own the CRM and loyalty roadmap, ensuring measurable impact on revenue, retention, and customer lifetime value.
• Define targeting, segmentation, and personalization strategies to maximize commercial outcomes.
• Build business cases, forecast revenue impact, and track ROI of CRM initiatives.
• Own and optimize the use of Salesforce Marketing Cloud modules including Journey Builder, Automation Studio, Email Studio, Mobile Connect, and CDP.
• Drive platform governance, data integrity, and best practices across all CRM operations.
• Collaborate with IT and data teams to enhance platform capabilities, integrations, and scalability.
• Lead implementation of advanced features such as Einstein, Datorama, and real-time personalization.
• Oversee the planning and execution of multi-channel campaigns (email, SMS, push, in-app).
• Ensure campaigns are commercially driven, with clear revenue and performance KPIs.
• Guide lifecycle marketing strategies to improve acquisition, engagement, retention, and cross-sell.
• Lead A/B and multivariate testing strategies to optimize performance.
• Own campaign performance reporting including revenue uplift, incremental GP, and ROI.
• Develop dashboards and reporting frameworks linking CRM performance to business KPIs.
• Generate actionable insights to continuously optimize campaign effectiveness.
• Conduct post-campaign analysis and implement learnings into future planning.
• Define and refine customer segmentation frameworks based on value, behavior, and lifecycle stage.
• Drive advanced personalization strategies to increase conversion and basket size.
• Partner with analytics teams to leverage predictive modeling and AI-driven insights.
• Lead cross-functional collaboration with Marketing, Retail, Digital, and IT teams.
• Manage external agencies and technology partners to deliver high-quality CRM campaigns.
• Mentor and develop CRM team members, ensuring capability growth and best practice adoption.
• Align CRM activities with broader marketing and commercial strategies.

Requirements

• Bachelor’s degree in Business, Marketing, or related field (MBA preferred).
• 7–10+ years of CRM / loyalty / marketing automation experience.
• Strong hands-on expertise in Salesforce Marketing Cloud ecosystem.
• Proven experience managing teams and large-scale CRM programs.
• Advanced knowledge of SQL, data modeling, and analytics.
• Experience in retail, loyalty, or customer-centric industries preferred.

Key Skills

• Strategic thinking with strong commercial acumen
• Leadership and stakeholder management
• Advanced CRM and marketing automation expertise
• Data-driven decision making
• Strong communication and project management skills

Tech Stack

• Cloud
• SQL