Global CRM Support Specialist
We are seeking a Global CRM Support Specialist to join our international CRM team. This role requires a blend of technical expertise, analytical thinking, and a solid understanding of end-to-end CRM marketing processes; from strategy and creative development to campaign execution and reporting. You’ll work closely with global and local marketing teams, IT, and digital services to ensure smooth CRM operations and continuous improvement.
Key Responsibilities
* Act as the first line of support for CRM teams and regional markets, handling inquiries and resolving technical issues efficiently.
* Coordinate all CRM-related processes, ensuring requirements are collected, prioritized, and delivered on time.
* Assist markets in setting up A/B and multivariate testing, as well as automated customer journeys.
* Create and manage audiences and targeted segments using SQL queries and filters.
* Build and maintain personalized or dynamic emails and landing pages within Salesforce Marketing Cloud (SFMC); manage test contacts, dynamic content, and subscriber segmentation.
* Conduct quality assurance checks on CRM journeys to ensure consistency across templates, devices, and browsers.
* Collaborate with technical experts to implement new platform features and integrations, enhancing marketing automation and reporting capabilities.
* Develop clear and user-friendly training and support materials for global and local teams.
* Identify opportunities for process innovation and efficiency, leveraging advanced SFMC functionality.
* Support the adoption of new CRM innovations and best practices to optimize performance and engagement.
About You
* Excellent communication skills with the ability to simplify complex technical concepts.
* Strong problem-solving abilities and attention to detail.
* Solid understanding of email deliverability fundamentals (e.g., DNS, IPs, DKIM, bounce codes).
* Hands-on experience with A/B testing and data-driven campaign optimization.
* Positive, proactive, and adaptable mindset with good multitasking skills.
* Effective time management and prioritization capabilities.
* Passion for staying current with CRM and marketing automation trends, especially Salesforce Marketing Cloud updates.
Qualifications & Experience
* Bachelor’s or Master’s degree in a relevant field.
* Minimum of 1 year of experience working directly with Salesforce Marketing Cloud.
* Salesforce Marketing Cloud Email Specialist and/or Administrator Certification preferred.
* Strong communication and technical support background.
* Practical knowledge of Journey Builder, Automation Studio, Email Studio, Mobile Studio, and Interaction Studio.
* Working knowledge of SQL, AMPscript, HTML, CSS, JavaScript, and/or SOQL.
* Proven ability to resolve complex issues and complete tasks with minimal supervision.
* Fluent in written and spoken English.