Salesforce Marketing Cloud Specialist
Experience: 2-4 years SFMC | Location: Pune | Reports to: SFMC Consultant
Role Overview
Handle day-to-day SFMC operations and managed services delivery. Execute campaigns, monitor performance, maintain data quality, and provide ongoing production support across Email, SMS, WhatsApp, and automated journeys with focus on client satisfaction and operational excellence.
Daily Operations
Campaign Execution & Management
- Execute daily/weekly/monthly campaigns: build, test, schedule, and monitor send with pre-flight validation ensuring 99.5% quality accuracy and maintaining client SLA
- Launch SMS campaigns with DLT compliance verification and delivery tracking.
- Send WhatsApp messages with template validation and opt-out management, ensuring green tick status preservation
- Process ad-hoc campaign requests within 24-48 hours including content creation and audience setup with client approval workflows
- Monitor campaign performance in real-time and flag delivery issues or anomalies to consultant immediately with impact assessment
- Create HTML/CSS templates for seasonal campaigns and promotional requirements with A/B testing for client approval
- Create SMS message content following DLT guidelines and character limits while maintaining brand voice consistency
- Create automation and journeys as per client requirements.
Data Operations & Maintenance
- Run daily data imports via SFTP, API, and file uploads with error monitoring and resolution, maintaining 100% data integrity
- Execute SQL queries for audience segmentation, list building, and data validation with client-specific targeting criteria
- Maintain data quality through daily deduplication processes and contact hygiene, ensuring clean client databases
- Generate daily/weekly operational reports for deliverability, engagement, and system health with actionable insights for clients
Journey & Automation Monitoring
· Design customer journeys by mapping each stage of the user lifecycle - awareness, consideration, purchase, and retention - to appropriate channels, defining entry criteria, decision splits, and exit goals for new use cases.
· Define and schedule data imports, query activities, and scripted steps in Automation Studio to meet business requirements
· Build executive dashboards with key marketing metrics: ROI, customer acquisition cost, lifetime value, and attribution analysis
- Monitor live customer journeys daily for entry/exit rates, wait times, and error handling with optimization recommendations
- Check automation jobs for successful completion and troubleshoot failures with immediate client notification and resolution timeline
- Update journey content, timing, and decision criteria based on performance data and client feedback
- Maintain triggered send definitions and API-triggered campaign configurations ensuring consistent client experience
- Execute monthly journey health checks with performance reports and client-facing optimization recommendations
Production Support & Issue Resolution
- Provide first-level support for campaign delivery issues, bounces, and technical errors with detailed client communication
- Monitor sender reputation, IP warmth status, and authentication health daily with proactive client alerts for any risks
- Create incident tickets with detailed reproduction steps, impact analysis, and resolution timeline for client transparency
- Escalate complex technical issues to consultant with comprehensive background information and recommended solutions
- Maintain detailed logs of all client interactions and resolutions for knowledge base and process improvement
Client Communication & Satisfaction
- Send proactive weekly campaign performance summaries with key metrics and optimization opportunities
- Respond to client emails and requests within 4 business hours with clear timelines and action plans
- Participate in monthly client review calls with operational updates, performance metrics, and improvement initiatives
- Create client-friendly documentation for campaign processes, best practices, and troubleshooting guides
- Maintain client satisfaction scores above 90% through consistent delivery quality and proactive communication
Required Skills
Technical Operations
- 3-5 years hands-on SFMC experience with daily campaign execution across all available channels (Email, SMS, WhatsApp, Push)
- Strong SQL for data manipulation, audience building, and troubleshooting with complex query optimization
- HTML/CSS proficiency for template updates, email rendering fixes, and mobile responsiveness
- AMPscript knowledge for dynamic content and personalization logic with error handling
- Experience with SFTP, API integrations, and data import/export processes including error handling and data validation
- Understanding of email authentication (SPF, DKIM, DMARC) and deliverability optimization techniques
Process Management & Client Focus
- Experience with SLA management, incident response procedures, and escalation protocols
- Strong problem-solving skills with ability to communicate technical solutions in business terms
- Knowledge of backup and recovery procedures for campaigns and data with disaster recovery protocols
- Understanding of compliance requirements (GDPR, CAN-SPAM, India DPDP) and their operational implementation
- Experience with change management processes and client approval workflows
India Market Expertise
- Deep knowledge of DLT processes, registration, and template compliance for SMS campaigns
- WhatsApp Business API implementation with template management and quality rating maintenance
- Understanding of local data protection and privacy requirements
Education & Certifications
- Bachelor's degree in Computer Science, IT, Marketing, or related field
- Preferred Certifications:
- Salesforce Marketing Cloud Email Specialist
- Salesforce Marketing Cloud Administrator
Success Metrics
- Campaign delivery SLA compliance (>99%)
- Client satisfaction scores (>90%)
- Issue resolution time adherence (Critical: <2hrs, Standard: <24hrs)
- Data quality maintenance (bounce rates <2%, list hygiene >98%)
- Journey uptime and automation success rates (>99.5%)
- Proactive issue identification and prevention
This role is ideal for someone who thrives in high-speed environments, enjoys solving technical problems quickly, maintains strong client relationships through excellent communication, and wants to build expertise in enterprise marketing automation operations with direct client impact.
