Salesforce Customer Engagement Manager

Overview

Role Summary

Platform Ownership

• Own end-to-end SFMC administration: business units, data extensions, automation, journey builder, email studio, and subscriber management
• Monitor platform usage, sending quotas, and data hygiene
• Maintain sync between SFMC and Salesforce CRM, ensuring data accuracy and consistency
• Manage multi-business-unit configuration across regulatory entities (e.g. ASIC, CySEC)

Team Management

• Lead, develop, and performance-manage a team of SFMC specialists, setting clear expectations and supporting professional growth as the team evolves
• Set clear objectives and KPIs; conduct regular reviews and provide structured feedback
• Prioritise workload across the team, balancing BAU operations with project delivery
• Foster a proactive team culture — not just execution of instructions but contribution of ideas and improvements

Campaign & Journey Management

• Design, build, and optimise automated multi-channel journeys (email, SMS, WhatsApp, push notifications) across the full client lifecycle: onboarding, activation, retention, re-engagement
• Ensure all campaigns carry a defined business objective and measurable KPI
• Deliver regular performance reporting across all customer engagement channels and campaigns, covering relevant channel, funnel, and business metrics — with structured analysis and actionable recommendations for continuous improvement
• Manage high-volume email output across multiple entities, including time-sensitive operational sends from trading and product teams

Cdp & Multi-Channel Engagement

• Work with CDP platforms (Amplitude, Segment, or equivalent) to build and maintain audience segments, behavioural cohorts, and engagement triggers
• Translate CDP data into targeted, personalised communications across all active channels
• Support the integration of new engagement channels as the tech stack evolves

Regulatory Compliance

• Ensure all communications comply with applicable regulatory requirements across jurisdictions (ASIC, CySEC, FCA, SCA, and others)
• Maintain separate templates and content workflows per regulated entity
• Coordinate with compliance and legal to validate campaigns prior to distribution

Cross-Functional Collaboration

• Act as the primary point of contact for engagement-related requests from trading, product, KYC, and customer service teams
• Treat urgent operational communications (e.g. trading desk client notifications) as priority — this role carries responsibility beyond standard working hours when critical sends arise

Requirements

• 3+ years of hands-on SFMC experience in a complex, multi-entity or multi-regulated environment
• Demonstrated experience managing or leading a team
• Strong SFMC technical proficiency: Journey Builder, Automation Studio, Email Studio, AMPscript, SQL for data extensions
• Practical experience with CDP platforms (Amplitude, Segment, mParticle, or similar)
• Familiarity with multi-channel engagement tooling: SMS, WhatsApp Business API, mobile push
• Solid understanding of regulatory requirements in financial services marketing, preferably across multiple jurisdictions
• Data-driven approach — comfortable owning KPIs, reporting on them, and recommending improvements
• Able to manage high volume and competing priorities without sacrificing quality or compliance
• Nice to have
• Salesforce Marketing Cloud Email Specialist or Consultant certification
• Background in forex, CFDs, or regulated financial services
• Experience with Marketing Cloud Connect and bi-directional CRM sync