Summary: We are looking for a detail-oriented Marketing Automation & CRM Specialist to manage and optimize our enterprise-level customer engagement platforms. This role will focus on Salesforce Marketing Cloud, Oracle CECS, BirdEye, and broader CRM initiatives to ensure seamless customer journeys and data-driven engagement strategies.
Key Responsibilities
- Salesforce Marketing Cloud Management
- Design and deploy email marketing campaigns (including personalization and automation journeys).
- Build and maintain complex data extensions, segmentation, and audience rules.
- Leverage Automation Studio, Journey Builder, and AMPscript to optimize campaign workflows.
- Monitor campaign performance and provide recommendations for improvement.
- Data Cloud & Customer Segmentation
- Utilize Salesforce Data Cloud (or other CDP solutions) to define, build, and refine customer segments and lifecycle campaigns.
- Collaborate with internal data teams to ensure accurate and consistent data flow.
- Develop reporting dashboards to track engagement, conversions, and retention.
- Oracle CECS (Customer Engagement and Commerce Suite)
- Administer and configure Oracle CECS for loyalty programs, promotions, and personalized customer experiences.
- Work with cross-functional teams to integrate Oracle CECS data with other marketing automation platforms.
- Oversee updates, troubleshoot issues, and ensure smooth day-to-day operations.
- BirdEye Management
- Set up and monitor BirdEye for reputation management and customer reviews.
- Analyze customer feedback to identify trends and areas for improvement.
- Coordinate with customer service and product teams to address feedback promptly.
- Collaboration & Strategy
- Work closely with Product, Sales, and Digital Marketing teams to align marketing automation efforts with overall business objectives.
- Contribute to strategy planning sessions, offering insights on platform capabilities and customer engagement opportunities.
- Stay updated on industry trends and platform enhancements to drive continuous improvement.
Qualifications
- Education & Experience
- Bachelor's degree in Marketing, Business, Computer Science, or a related field.
- 4-5+ years of hands-on experience with Salesforce Marketing Cloud (SFMC) or similar marketing automation platforms.
- Experience managing CRM systems and loyalty/rewards programs (e.g., Oracle CECS).
- Technical Skills
- Proficiency with SFMC modules (Email Studio, Journey Builder, Automation Studio, Audience Builder).
- Familiarity with CDP/data management for segmentation (Salesforce Data Cloud preferred).
- Experience with BirdEye (or other reputation management tools).
- Basic understanding of HTML/CSS for email template customization.
- Ability to analyze large data sets and generate actionable insights.
- Soft Skills
- Strong project management and organizational abilities.
- Excellent communication and stakeholder management skills.
- Analytical mindset and proven problem-solving skills.
- Detail-oriented with a focus on delivering high-quality user experiences.
- Preferred
- Certifications in Salesforce Marketing Cloud, Salesforce Administrator/Consultant, or Oracle CECS.
- Experience collaborating with IT teams or external vendors on integrations.
