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Key Responsibilities 

Marketing Technology Strategy & Platform Ownership 

• Develop, prioritize, and advocate for the marketing technology roadmap in partnership with Product and Engineering stakeholders 

• Serve as the organization's primary Salesforce Marketing Cloud subject matter expert, providing strategic guidance, technical leadership, troubleshooting support, and hands-on execution when needed. 

• Partner closely with Lifecycle Marketing stakeholders to align marketing technology capabilities, audience strategies, journey architecture, and content delivery approaches with lifecycle marketing objectives and business goals. 

• Partner with Product and Engineering teams to prioritize marketing technology requirements and advocate for business needs. 

• Evaluate emerging technologies, AI capabilities, automation opportunities, and process improvements that increase marketing effectiveness and operational efficiency. 

• Establish scalable processes, governance frameworks, documentation standards, and operational best practices. 

Cross-Functional Leadership & Stakeholder Management 

• Serve as the primary liaison between Marketing and Product, Engineering, Sales Operations, Legal, and other business teams. 

• Translate business requirements into technical specifications and technical concepts into actionable recommendations for non-technical audiences. 

• Facilitate collaboration across teams to support platform enhancements, integrations, and marketing capabilities. 

• Influence decisions and priorities through strong communication, problem-solving, and stakeholder management. 

Salesforce Marketing Cloud & Marketing Technology Operations 

• Serve as the day-to-day owner and administrator of Salesforce Marketing Cloud and related marketing technologies. 

• Regularly work hands-on within Salesforce Marketing Cloud to build, review, troubleshoot, and optimize journeys, automations, audience segments, data extensions, and campaign workflows in partnership with team members. 

• Oversee platform configuration, user access, governance, quality assurance, troubleshooting, and system health. 

• Partner with Product and Engineering teams on platform integrations, data requirements, and more complex technical enhancements. 

• Establish and maintain operational processes that support reliability, scalability, compliance, and data quality. 

• Lead issue identification, troubleshooting, testing, and resolution efforts. 

• Develop standards and best practices for journey design, segmentation, testing, deployment, and platform usage. 

Team Leadership & Development 

• Provide hands-on coaching and technical leadership to SFMC users, including guidance on journey design, audience segmentation, automation setup, data extension usage, QA, troubleshooting, and platform best practices. 

• Manage a team of marketing technology professionals responsible for platform administration, campaign support, journey execution, troubleshooting, quality assurance, and optimization. 

• Foster a culture of collaboration, innovation, accountability, and continuous improvement. 

• Establish team operating procedures, quality standards, and performance expectations. 

Data, Analytics & Customer Experience 

• Partner with Marketing Analytics, Sales Operations, Product and Engineering teams to improve audience targeting, personalization and customer experiences. 

• Leverage reporting, performance metrics, and insights to identify optimization opportunities. 

• Recommend and implement improvements that increase engagement, conversion, operational efficiency, and customer experience outcomes. 

Change Management & Enablement 

• Develop documentation, governance processes, training materials, and enablement resources. 

• Communicate technology updates, roadmap initiatives, best practices, and platform enhancements to stakeholders. 

Required Qualifications 

• 5+ years of experience in marketing technology, marketing automation, CRM platforms, or related disciplines. 

• 3+ years of experience leading marketing technology initiatives, platform ownership, or technical teams. 

• Deep hands-on experience with Salesforce Marketing Cloud, including Journey Builder, Automation Studio, Contact Builder, Data Extensions, audience segmentation, campaign execution, and platform administration. 

• Experience managing platform governance, user access, quality assurance, troubleshooting, and operational processes. 

• Demonstrated ability to coach SFMC users, review journey and audience builds, guide campaign execution best practices, and serve as the escalation point for complex platform questions. 

• Willingness and ability to be a hands-on contributor in the platform, including directly supporting builds, troubleshooting, QA, and solution design when needed. 

• Strong understanding of CRM data structures, audience management, segmentation strategies, and marketing data governance. 

• Working knowledge of SQL and familiarity with AMPscript, HTML, CSS, and API-based marketing technology concepts. 

• Experience partnering with Product, Engineering, and Data teams on platform enhancements, integrations, or technical requirements. 

• Experience with reporting, performance measurement, and optimization within marketing automation platforms. 

• Understanding of email deliverability best practices, including sender reputation, IP warming, compliance, and audience management. 

• Strong communication, stakeholder management, project management, and problem-solving skills. 

Preferred Qualifications 

• Salesforce Marketing Cloud certifications strongly preferred. 

• B2B experience strongly preferred.  

• Experience with customer data platforms (CDPs), chatbot technologies, website integrations, or related digital experience platforms. 

• Experience working within Agile product and engineering environments. 

• Experience supporting lifecycle marketing, lead management, personalization, and customer journey programs. 

• Experience leading, coaching, and developing marketing technology or technical teams. 

• Proven ability to influence cross-functional priorities and drive alignment across business and technical stakeholders. 

• Experience mentoring or managing Salesforce Marketing Cloud users responsible for building journeys, automations, data extensions, audiences, and campaign workflows. 

Success Profile 

• Serves as a trusted advisor to Marketing while building strong partnerships with Product, Engineering, Data, CRM, and Analytics teams. 

• Combines strategic thinking with practical platform expertise and a willingness to work directly within Salesforce Marketing Cloud. 

• Drives adoption of best practices that improve marketing effectiveness and operational efficiency. 

• Builds consensus, influences priorities, and delivers results across cross-functional teams. 

• Leads and develops a high-performing marketing technology team while maintaining direct involvement in platform governance and optimization. 

• Provides hands-on coaching, feedback, and technical leadership to SFMC users, helping team members improve journey design, audience strategy, QA, troubleshooting, and platform governance skills. 

Employees at all levels are expected to:

• ​Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.