CRM Manager, Salesforce Marketing Cloud Account Engagement

Frontdoor, Inc. is a home warranty and home services company serving homeowners through technology, customer service, and warranty solutions. The CRM Manager will own and optimize Salesforce Marketing Cloud Account Engagement programs, including segmentation, automation, lead management, analytics, data activation, and email deliverability, while partnering with cross-functional teams to improve campaign performance and data governance.

Responsibilities:

• Own the day-to-day functional administration and optimization of MCAE, including business unit configuration, connected campaigns, custom fields, folders, users, permissions, connectors, and operational standards
• Design, build, test, launch, monitor, and optimize B2B campaigns using Engagement Studio, automation rules, completion actions, dynamic lists, scoring, grading, forms, form handlers, landing pages, and email templates
• Translate business needs into scalable campaign and platform solutions; document requirements, acceptance criteria, data dependencies, test plans, and operating procedures
• Maintain a prioritized enhancement backlog and partner with Salesforce administrators, developers, architects, analytics teams, and vendors through testing, release, and production support
• Lead segmentation strategy and execution, including audience definition, suppression logic, eligibility rules, account and contact hierarchies, lifecycle stages, and reusable segment frameworks
• Partner with data teams to ingest, harmonize, validate, and activate segmentation data across Salesforce Data 360, MCAE, Salesforce CRM, Snowflake, and other approved data sources
• Build and maintain Data 360 segments and their activation into MCAE dynamic lists; monitor refreshes, match rates, record counts, field mappings, timeliness, and exceptions
• Define data quality controls and reconciliation practices for prospect, lead, contact, account, campaign, consent, preference, and engagement data
• Apply privacy, consent, suppression, retention, access, and governance requirements in partnership with Legal, Privacy, Security, and Data Governance teams
• Design and optimize lead capture, deduplication, assignment, scoring, grading, qualification, recycling, nurture, and sales handoff processes
• Partner with Sales and Marketing stakeholders to define funnel stages, service-level expectations, campaign member statuses, and feedback loops that improve lead quality and conversion
• Ensure MCAE and Salesforce CRM synchronization supports accurate ownership, lifecycle management, campaign attribution, and reporting
• Own and enhance B2B Marketing Analytics datasets, dashboards, lenses, and dataflows or recipes used to measure engagement, funnel movement, pipeline, campaign influence, and revenue outcomes
• Develop performance reporting and explain insights, limitations, and recommended actions to marketing, sales, product, data, and leadership stakeholders
• Establish measurement plans, naming and taxonomy standards, test designs, and success criteria; use findings to improve segmentation, content, cadence, automation, and conversion
• Monitor system and campaign health, investigate anomalies, and coordinate timely resolution of data, synchronization, automation, and reporting issues
• Apply email deliverability practices across audience selection, permissioning, authentication, list hygiene, suppression, frequency, testing, engagement monitoring, and reputation management
• Monitor bounce, complaint, unsubscribe, engagement, and domain or mailbox-provider trends; investigate root causes and coordinate remediation with internal teams and external partners
• Use controlled testing and quality assurance to validate links, personalization, rendering, segmentation, suppression, tracking, and CRM campaign alignment before launch
• Create reusable standards, templates, documentation, training, and governance that improve quality, speed, adoption, and auditability
• Manage assigned vendor relationships and project workstreams, including scope, deliverables, risks, dependencies, and outcomes
• Perform other duties as assigned

Requirements:

• 5+ years of relevant CRM, marketing automation, campaign operations, demand generation, or lifecycle marketing experience, including 3+ years of hands-on Salesforce Marketing Cloud Account Engagement administration and campaign execution
• Demonstrated expertise in B2B segmentation, suppression, dynamic lists, automation rules, Engagement Studio, lead scoring and grading, and Salesforce campaign practices
• Experience designing or operating segmentation and data activation processes that connect MCAE with Salesforce CRM and enterprise data sources
• Working knowledge of Salesforce Data 360 segmentation concepts, including source data mapping, identity or profile alignment, calculated insights, segment publishing, activation, and monitoring
• Hands-on experience with B2B Marketing Analytics or CRM Analytics, including interpreting datasets, dashboards, dataflows or recipes, and campaign or funnel measures
• Practical knowledge of email deliverability fundamentals, permission and consent practices, list hygiene, bounce and complaint management, authentication concepts, sender reputation, and performance monitoring
• Strong analytical and troubleshooting skills, with the ability to reconcile records and metrics across systems and convert findings into action
• Strong project management, requirements, documentation, written communication, presentation, and crossfunctional facilitation skills
• Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook
• Experience integrating or activating data between Salesforce Data 360, Salesforce CRM, MCAE, Snowflake, and other cloud or enterprise data platforms
• Experience with SQL, data modeling, ETL/ELT concepts, APIs, data dictionaries, data lineage, and audience reconciliation
• Experience with account-based marketing, buying groups, account hierarchies, campaign influence, attribution, and pipeline analytics
• Experience supporting multiple MCAE business units, complex Salesforce environments, enterprise change control, and Agile delivery practices
• Experience with deliverability monitoring tools, seed testing, inbox placement analysis, domain reputation monitoring, and remediation planning
• Salesforce Certified Marketing Cloud Account Engagement Specialist or Consultant certification; Salesforce Administrator, Data Cloud Consultant, or CRM Analytics and Einstein Discovery Consultant certification is a plus