Senior Manager - Salesforce

Responsibilities & Key Deliverables

1. Marketing Automation & Customer Journey Management

Design, build, and optimize customer lifecycle journeys using Salesforce Journey Builder.

• Develop automated communication programs across Email, SMS, WhatsApp, Push Notifications, and other digital channels.


• Create personalized customer experiences based on behavioral, transactional, demographic, and engagement data.


• Implement lead nurturing journeys for vehicle enquiries and prospective customers.


• Design ownership and retention campaigns focusing on service bookings, renewals, accessories, loyalty programs, and repurchase opportunities.


• Continuously improve customer journeys using analytics, testing, and optimization methodologies.

2. Campaign Management & Execution

• Manage end-to-end campaign deployment within Salesforce Marketing Cloud.


• Configure and execute campaigns through Email Studio, Mobile Studio, Journey Builder, and Automation Studio.


• Develop audience segmentation strategies to improve targeting and engagement.


• Coordinate campaign calendars with marketing, product, brand, and customer experience teams.


• Ensure campaigns are delivered on time and meet defined business objectives.


• Manage campaign approvals, testing protocols, and quality assurance processes.

3. Salesforce Marketing Cloud Platform Ownership

• Serve as the primary administrator and platform owner for Salesforce Marketing Cloud.


• Manage business units, users, permissions, folders, and platform governance.


• Monitor platform health, automation performance, data synchronization, and system availability.


• Maintain data extensions, subscriber management processes, and customer data architecture.


• Establish and drive SFMC best practices across campaign execution and governance.

4. CRM Data Management & Segmentation

• Build and maintain customer audiences using Contact Builder and Data Extensions.


• Ensure customer data accuracy, integrity, and consistency across systems.


• Create advanced segmentation models using customer lifecycle, vehicle ownership, service, and engagement data.


• Develop reusable audience frameworks to enable faster campaign deployment.


• Collaborate with CRM, analytics, and data engineering teams to enhance customer data models.

5. Technical Development & Integration

• Develop and optimize SQL queries for data extraction, transformation, segmentation, and reporting.


• Create dynamic and personalized campaign content using AMPscript and Server-Side JavaScript (SSJS).


• Support integration initiatives between Salesforce Marketing Cloud and:




• Salesforce Sales Cloud


• Salesforce Service Cloud


• Customer Data Platforms (CDPs)


• Dealer Management Systems (DMS)


• Web and Mobile Platforms

Experience

• 5 to 6 years of experience in CRM, marketing automation, digital marketing operations, or customer lifecycle management.


• Minimum 4 years of hands-on Salesforce Marketing Cloud experience.


• Experience managing enterprise-scale marketing automation initiatives.


• Automotive, retail, telecom, BFSI, consumer internet, or e-commerce experience preferred.

Industry Preferred

Qualifications

• Bachelor's degree in Engineering, Information Technology, Marketing, Business Administration, or related discipline.


• MBA preferred.

General Requirements

Functional Competencies

• Marketing Automation Strategy


• Customer Journey Design


• Campaign Operations Excellence


• Data Analysis & Segmentation


• Customer Lifecycle Marketing


• CRM Operations

Behavioral Competencies

• Customer Centricity


• Strategic Thinking


• Ownership Mindset


• Problem Solving


• Stakeholder Management


• Collaboration & Influencing


• Innovation & Continuous Improvement


• Attention to Detail


• Strong Communication Skills

Our commitment to Diversity, Equity, and Inclusion