Looking for an experienced Salesforce Loyalty Management Cloud Architect to design and implement large-scale, end-to-end loyalty solutions within the Salesforce ecosystem. You'll play a key role in creating seamless customer experiences by integrating Loyalty Management Cloud with Salesforce Marketing Cloud, Data Cloud, and external business systems.
Key Responsibilities
- Own the end to end loyalty architecture for a credit union context: define the target state and incremental roadmap aligned to business OKRs (adoption, active members, redemption %, partner earn).
- Design loyalty programs (tiers, point economics, earn/burn rules, multipliers, partner catalogs, expirations), ensuring financial liability modeling and reconciliation with Finance.
- Model the member 360: map Loyalty Member to FSC Person/Household, unify identity across online banking, mobile, and contact center; establish golden keys and consent alignment.
- Integrate with core and partners: orchestrate accrual events from card/core systems, build redemption APIs and POS integrations, and manage partner onboarding (data contracts, SLAs).
- Enable digital channels: craft Experience Cloud components and mobile friendly loyalty UI; define push/email/SMS journeys via Marketing Cloud/Engagement and Data Cloud segments.
- Govern data & privacy: implement role based access, consent capture, data retention, and secure sharing for rewards history and behavioral data.
- Operationalize the platform: establish monitoring, alerts, and playbooks for accrual failures, duplicate redemptions, balance mismatches, and partner outage handling.
- Lead delivery: produce Solution/Sequence diagrams, integration specs, data contracts, and test strategies; guide Admins/Developers/QA; conduct design reviews and readiness checks.
- Stakeholder engagement: collaborate with Product, Marketing, Member Services, Risk/Compliance, and Legal to ensure compliant experiences and successful partner campaigns.
Requirements:
Salesforce & Loyalty Domain:
- Deep expertise in Salesforce Loyalty Cloud: program design (tiers, currencies, accrual/redemption rules, member profiling), benefit catalogs, promotions, vouchers, points expiration, partner programs, and liability tracking.
- Salesforce Core & Clouds: Sales and Service Clouds
- FSC data model alignment (Persons, Households/Relationships, Financial Accounts, Card/Loan objects) to loyalty member profiles and segments.
- Experience Cloud member portal/app surfacing loyalty dashboards, status, offers, and rewards history.
- Marketing Cloud/Engagement + Personalization (Interaction Studio) or Data Cloud for segmentation, decisioning, and triggered journeys (earn/burn confirmations, targeted cross sell).
- Service Cloud case flows for points disputes, manual adjustments, partner redemptions, and loyalty SLAs.
- Mobile & Web: designing mobile ready loyalty experiences (in app wallets, push, deep links, QR/barcode redemption, Apple/Google Wallet passes), and API first components for web/mWeb.
Integration & Data:
- Real time and batch integrations with core banking, cards, merchant partners, and payment rails.
- Event driven patterns (Platform Events/Change Data Capture), MDM/Golden Member, and Data Cloud harmonization.
- Offer decisioning via rules engines (Flow, Apex, Decision Tables) and/or external decisioning platforms.
- Security, Risk & Compliance:
- SSO/OAuth, consent & preference management, audit trails, data residency, encryption at rest/in transit, PII minimization, SOC2 aligned controls.
- App Store privacy manifests and secure mobile SDK usage for loyalty features.
Architecture & Delivery:
- Reference architecture for Loyalty Cloud + FSC + Experience Cloud + Marketing/Data Cloud, including environments, release strategy, and non-prod data hygiene.
- Solution design: ERD extensions, sharing model, multi-currency, record triggered automation vs. Apex, error handling, resiliency.
- Scalability & Observability: async processing (Platform Events/Queueables/Batch), telemetry (Event Monitoring, logs), and performance budgets for high volume accrual/redemption.
- Automation & DevOps: Git based branching, SFDX, unlocked packages, scratch orgs, CI/CD (GitHub Actions/Azure DevOps/Jenkins), static code analysis, test automation coverage targets
