• Provide Tier 1/2 support for Salesforce related issues including data quality, configuration defects, training, reports & dashboards, user management, minor enhancements, and other system related issues.
• Oversee regional/functional change management.
• Collaborate with agency partners and internal data teams to design/develop segments, data extensions, suppression lists, imports and exports.
• Align to global Salesforce CRM team processes wherever possible to maintain secure & stable environments.
• Train end-users and support the business during roll out periods.
• Maintain and communicate system metrics to track trends in usage and data integrity. Own data quality for region/function.
• Support business by identifying opportunities for process improvement and automation.
• Gather detailed business requirements and offer recommended solutions to Senior Manager, Global MA.
• Recommend and prepare documentation on best practices, business procedures, reporting, configuration and master data maintenance that can be handled by super users.
• Collaborate with other Salesforce Marketing Cloud and CRM Specialists and identify solutions to business challenges.
• Ensure individual compliance with all policies and procedures including GDPR, CANNSPAMM, CCPA, Sarbanes Oxley, IT and Security. Follow established governance processes and standards.

FUNCTIONAL KNOWLEDGE

• Familiarity with business case development, process documentation, delivery life cycle, and change management in a matrixed and evolving organization
• Detailed knowledge of the following:
• How to link business processes to enterprise strategy
• How to create Salesforce Marketing Cloud data extensions, email templates and manage shared content library
• How to integrate platform systems with standard marketing automation technology such as html.