Key Responsibilities
1. Cross-BU CRM Journey Planning & Support
- Design CRM journeys for business-unit campaigns and translate requirements into executable journey structures.
- Map campaign logic into SFMC Journey Builder flows, including entry sources, decision splits, wait steps, audience rules, and channel activities.
- Ensure journeys align with lifecycle direction and recommend appropriate channel mix such as Email, SMS, Push, etc.
- Support journey testing, scheduling, and launch readiness with relevant stakeholders.
2. CRM Campaign Consultation Across Teams
- Act as a CRM journey advisor to business units.
- Provide guidance on campaign structure, targeting approach, communication timing, personalization opportunities, and SFMC Journey Builder feasibility.
- Support campaign feasibility assessment and ensure execution follows CRM best practices and platform capability.
3. Campaign Trafficking & Communication Governance
- Serve as the central visibility point for CRM campaigns across all business units.
- Maintain campaign calendar oversight, track deployment timing, identify communication overlap risks, and coordinate prioritization across teams.
- Ensure campaign execution aligns with platform capacity and delivers a consistent member communication experience.
4. Salesforce Marketing Cloud & Journey Builder Optimization
- Identify required data attributes, segmentation needs, and personalization structures for campaign targeting.
- Configure or support SFMC Journey Builder components, reusable journey templates, automation dependencies, and QA requirements.
- Coordinate with Martech / implementation teams to improve platform capability, journey logic, and campaign deployment scalability.
5. Campaign Performance Awareness & Advisory
- Monitor campaign performance directionally and support teams in interpreting engagement signals.
- Recommend optimization opportunities and identify repeatable campaign improvement patterns.
6. SMS & Channel Budget Management
- Manage SMS allocation and monitor usage against available budget.
- Recommend cost-efficient channel selection and coordinate communication resource planning across teams.
Requirements
- Bachelor's degree in Marketing, Business Administration, Digital Marketing, Information Systems, or related fields.
- 2–4 years of experience in CRM, Marketing Automation, Campaign Management, Loyalty Marketing, or related roles.
- Hands-on experience with Salesforce Marketing Cloud, especially Journey Builder, Email Studio, Data Extensions, and campaign deployment workflows.
- Ability to translate campaign requirements into executable CRM journey structures, including entry criteria, decision splits, wait logic, channel activities, suppression rules, and journey readiness checks.
- Strong understanding of CRM strategy, customer lifecycle communication, segmentation, personalization, and multi-channel campaign planning.
- Good coordination and stakeholder management skills, with the ability to work across Promotion, Event, Online, Loyalty, Data, Martech, and IT teams.
- Basic analytical skills to interpret campaign performance and recommend optimization opportunities.
- Detail-oriented, structured, proactive, and able to manage multiple campaigns and priorities simultaneously.
- Experience in retail, loyalty program, e-commerce, travel retail, or membership-based business is an advantage.
- Basic knowledge of SQL, HTML, AMPscript, SFMC Platform (Journey Builder, Email Studio), LINE OA, GA4, Looker Studio, or Power BI is a plus.
