Mahindra & Mahindra—Manager - Salesforce Marketing & Data Cloud

Job description

Description: 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 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 system 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) - Work with APIs and automation workflows to improve marketing operations efficiency. - Partner with IT and technology teams on platform enhancements and system integrations. 6. Performance Optimization & Analytics - Monitor campaign performance across engagement, conversion, retention, and revenue metrics. - Conduct A/B and multivariate testing to improve effectiveness. - Develop dashboards and reports to provide campaign insights and recommendations. - Analyze customer journey performance and identify optimization opportunities. 7. Deliverability, Compliance & Governance - Ensure adherence to data privacy regulations, including GDPR, CCPA, and local regulatory requirements. - Maintain best practices for email authentication, sender reputation, and deliverability. - . 8. Stakeholder Management & Collaboration - Partner with Digital Marketing, Brand, Product Marketing, Customer Experience, CRM, Service, and Sales teams. - Translate business requirements into scalable marketing automation solutions. - Support strategic initiatives across customer acquisition, engagement, retention, and loyalty. - Experience 5-7 years Qualifications BE - IT/MBA General Requirements Technical Skills Required - Salesforce Marketing Cloud - Journey Builder - Automation Studio - Email Studio - Mobile Studio - Contact Builder - SQL - AMPscript - HTML/CSS - Email Deliverability - API Integrations - Audience Segmentation - Marketing Analytics Preferred - Salesforce Sales Cloud - Salesforce Service Cloud - Marketing Cloud Connect - Server-Side JavaScript (SSJS) - REST & SOAP APIs - Google Analytics - Customer Data Platforms (CDP) - Power BI / Tableau Certifications (Preferred) - Salesforce Certified Marketing Cloud Email Specialist - Salesforce Certified Marketing Cloud Administrator - Salesforce Certified Marketing Cloud Consultant - Salesforce Certified Data Cloud Consultant (preferred) - Salesforce AI Associate (good to have) Our commitment to Diversity, Equity, and Inclusion At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive. We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law. We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants. Together, we rise by embracing differences and building a future that reflects the communities we serve.