Role & responsibilities
As Sr. Marketing automation manager, you are required to own and manage the delivery of day-to-day campaign operation tasks thereby ensuring best in class omnichannel campaign execution and efficient operations for a great affiliate and customer experience across selected markets.
email, WhatsApp and SMS
Key responsibilities:
Acts as subject matter expert on SFMC/OCE digital applications for campaign execution which includes:
- Day to day execution of multichannel campaigns
- Evolve multichannel campaign operations in close collaboration with the line manager
- Drive adoption of newer channels like WhatsApp and SMS alongside email for execution of omnichannel journeys
- Quality and process responsible
- Contributor to deliver on Multichannel Execution Service KPIs
Main job tasks:
Day to day execution of multichannel campaigns
- Ensure timely multichannel campaigns in OCE-Marketing/SFMC;
- Translate sales/marketing requirements to functional marketing automation campaigns
- Optimal assessment of campaign requests, provide guidance and support to other marketing automation managers on smooth delivery of assigned tasks
- Drive utilisation of relevant features/functionalities such as data studio, automation studio and Journey Builder to build successful campaigns
- Build processes around execution of campaign on newer channels like WhatsApp and SMS
- Provide recommendations for improved journey logic and campaign flows based on input from Multichannel Campaign Partners to increase overall CX across the customer journey
- Provide internal support and training on marketing automation platforms and connected technologies
Quality and process responsible
- Manage marketing automation efforts and processes, proactively researching and implementing the latest best practices and industry standards
- Collaborate with key stakeholders to identify gaps in processes and systems, and optimize workflows for productivity while providing support on marketing campaigns and processes execution
- Troubleshoot and QA campaigns, workflows, data issues and other key marketing operations function
- Develop and deliver scalable and repeatable processes for a sustained path to growth
- Document best practices, system improvements and process optimization
- Bring concerns to the surface, which can have impact on the quality and timeliness in delivery of assigned projects
- Define the processes and timelines for activation of newer channels like WhatsApp and SMS.
Subject matter expert on Salesforce Suite
- Have a solid understanding of and experience with Salesforce suite + functionalities to build highly relevant and engaging Multichannel campaigns, including but not limited to, Email studio, Automation Studio, Web Studio, Journey Builder,
- Should also experience working on contact builder, cloud page creation on SFMC, social studio, Query studio, Einstein model for STO.
- Should have experience (preferably in pharma) around activating newer channels like WhatsApp and SMS on SFMC to execute omnichannel journeys
Contributor to deliver on Multichannel Execution Service KPI’s
- Time to market
- Service satisfaction
Independence and decision-making:
- Independence: High. Independence and initiative should always be demonstrated during cross-functional communication, geographical collaborations, and other work tasks assigned by Line Manager.
- Decision-Making: High. The Sr. Marketing automation manager should be able to support team members in how to achieve the best possible output when working with multichannel campaigns.
Other areas of responsibility:
Communication and Stakeholder interaction:
Key Internal Stakeholders
Type of communication
- Line Manager
- Local Multichannel Team, Multichannel Operations
- Content Hub Partners
- Multichannel Campaign Partners
- SFMC technical lead & developer
- Collaboration, liaison and strategic guidance
- Collaboration, liaison and strategic guidance
- Brief on task(s) related to Multichannel Campaign
- Brief on task(s) related to Multichannel Campaign
- Ad-hoc involvement based on need
Innovation and change:
- Innovation: High. Ensure innovation in projects and work streams. He/She must be able to meet the constant changes, challenge status quo, handle short notice developments and unexpected problems, and deal with them in an effective and prompt manner.
- Complexity: High. Assignments are characterised by high variability within the scope of digital marketing, medium to high complexity in the end-to-end handling of campaigns for a number of key markets.
Geographic responsibility:
Global reach.
Knowledge, skills and experience:
Minimum knowledge required to fulfil job responsibilities (not actual CV from candidate/employee)
Education:
Master degree or above in relevant area.
Experience:
- 10+ years of experience with digital marketing is a requirement incl. digital campaign management and analysis, marketing automation and building platform integrations and APIs
- 7+ years of experience using Salesforce Marketing Cloud
- Knowledge of HTML/CSS/Ampscript/SQL for Salesforce Marketing Cloud
- Excellent communication skills and a desire to improve processes
- Proficiency in pharma (digital) marketing
- Deep knowledge of -and experience with Salesforce CRM and Salesforce Marketing Cloud
- Experience with OCE-Marketing and OCE-Sales (IQVIA solution) is a plus but not mandatory
- Experience working on channels like WhatsApp and SMS good to have.
- Relevant certifications on Salesforce Marketing Cloud would be a plus.
- Working understanding of JavaScript/jQuery, HTML5/CSS3(Complex Email/Landing Pages Responsive [AV1] Development).
- Strong analytical and problem-solving skills
- Highly trustworthy and excellent at building cross-functional collaboration
- Ability to work in a fast-paced, results-oriented climate; across functional areas and multiple locations
- Proven analytical and problem-solving skills
- Ability to challenge status quo and motivated to constantly improve processes/services
Mandatory Requirements:
- Fluency in written and spoken English. We support a number of markets so ability to speak other languages is a plus.
