CRM Constituent Experience Leader will report directly to the CRM Marketing Leader and will be tasked with helping evolve our usage of Salesforce Marketing Cloud (SFMC) through advanced constituent journey mapping and execution. The CRM Constituent Experience Leader will manage a team of CRM Marketing Consultants and Specialists who work closely with partners around the university to adapt and build their journeys in Salesforce Marketing Cloud. This role will be an expert in lifecycle marketing and customer experience mapping and will work closely with partners in admissions, schools, and departments to understand constituent journeys. This role will lead journey mapping workshops to help partners deepen our understanding of our constituencies’ journeys and to identify opportunities to interact with constituents more effectively through the creation of a digital communications strategy. This role will create, document, and manage journey maps across the entire constituent lifecycle – from prospective students to alum as well as employee and external constituents. This role will use Salesforce Marketing Cloud Journey Builder to build automated campaign series, primarily utilizing email. This role will help lead efforts towards building an integrated constituent journey across online and offline channels. This role will have an understanding of Salesforce Service Cloud as well as SFMC and understand how we manage data and constituent interactions in each platform. This role will help develop a constituent contact strategy and lead marketing governance efforts aimed to better coordinate messaging to constituents.
Ideal candidates will be comfortable working within a matrix organization with discrete brand teams and shared resource teams.
Skills and Abilities:
Management – Builds and manages effective teams
Management – Ability to lead/manage others
Technical/Mechanical – Possesses strong technical aptitude
Technical/Mechanical – Possesses strong product knowledge
Communication – Excellent collaboration and team building skills
Analytical – Demonstrated problem solving skills
REQUIRED: Bachelor’s degree in Business Administration, Marketing, Computer Science, or similar disciplines and eight years experience in user experience, journey mapping, marketing automation, email marketing, digital marketing, lifecycle marketing, and database marketing.
Combinations of related education and experience may be considered.
Ability to work in a matrixed organization. Expertise in Information Architecture. Experience with enterprise CRM and MarTech platforms (e.g. Salesforce Marketing Cloud, Adobe Marketing Cloud, Oracle Marketing Cloud, etc). Understanding of how content is stored and used in CMS. Understanding of how MarTech platform capabilities and connect to one another. Ability to work with and provide requirements to IT development and other technical teams.
Working Conditions / Physical Demands