SFMC & Customer Engagement Manager
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Key skills for this role
About the Role
IC Markets Global is hiring an SFMC & Customer Engagement Manager to own omnichannel CRM using Salesforce Marketing Cloud. The role involves leading a team of SFMC specialists, developing lifecycle strategies, managing CDP platforms, and ensuring regulatory compliance across multiple jurisdictions.
Key Skills for This Role
Responsibilities
- Lead, develop, and performance manage a team of SFMC specialists
- Own omnichannel lifecycle strategy across the full client journey using SFMC Journey Builder
- Orchestrate channels including Email Studio, MobileConnect, MobilePush, in app messaging, web personalisation, and CRM driven paid audiences
- Operate and develop the CDP layer (Amplitude, Segment, mParticle, or equivalent) for audience intelligence
- Implement dynamic content and personalisation at scale using AMPscript and SSJS
- End to end administration of Marketing Cloud including Contact Builder, Automation Studio, Journey Builder, Einstein, and Marketing Cloud Connect
- Ensure clean SFMC ↔ Salesforce CRM sync and unified client record
- Maintain regulatory rigour with distinct content workflows per regulated entity
- Own performance metrics: deliverability, engagement, funnel conversion, retention, channel attribution; run A/B and multivariate testing
- Identify, evaluate, and implement complementary technologies to extend omnichannel reach
- Serve as primary point of contact for CRM related requests from Trading, Compliance, Legal, KYC, Product, and Customer Service
Requirements
- 3+ years running omnichannel CRM programmes on Salesforce Marketing Cloud in a regulated, high volume environment
- Hands on experience with CDP platforms (Amplitude, Segment, mParticle, or equivalent)
- Experience managing or leading a team, with a track record of developing people and driving performance
- Background in financial services; Forex, CFDs, brokerage, or fintech preferred
- Advanced fluency across Journey Builder, Email Studio, Automation Studio, Mobile Studio, Content Builder, Contact Builder, and Audience Builder
- AMPscript and SSJS for dynamic content; SQL for data extensions, segmentation, and Automation Studio queries
- Salesforce CRM ↔ SFMC via Marketing Cloud Connect; REST/SOAP APIs; data model design
- Einstein engagement scoring and send time optimisation; Datorama / Intelligence Reports
- Working fluency with GA4, Looker, or equivalent
- A/B and multivariate testing, deliverability hygiene (SPF, DKIM, DMARC), CRO frameworks
- Bachelor's degree in Marketing, Business, Communications, or related discipline
- Salesforce Marketing Cloud certification required Email Specialist at minimum, Consultant or Developer strongly preferred
Full Job Posting
Role Summary
- Own omnichannel CRM at IC Markets, the lifecycle engine that turns signups into funded traders and funded traders into long term clients.
- Salesforce Marketing Cloud is the platform you will run, scale, and optimise.
- You will operate the CDP layer for audience intelligence, behavioural segmentation, and cross channel activation.
- You will lead a team of SFMC specialists and own outcomes across multiple regulated jurisdictions.
What You'll Own
- Team leadership: Lead, develop, and performance manage a team of SFMC specialists.
- Omnichannel lifecycle strategy: Full client journey coordinated across email, push, SMS, in app, and paid channels.
- Channel orchestration: Email Studio, MobileConnect, MobilePush, in app messaging, web personalisation, and CRM driven paid audiences.
- CDP ownership & audience intelligence: Operate and develop the CDP layer building behavioural cohorts and predictive segments.
- Segmentation & personalisation at scale: Dynamic content driven by jurisdiction, language, platform preference, trading behaviour, and account stage.
- SFMC platform ownership: End to end administration of Marketing Cloud.
- Data & single client view: Clean SFMC ↔ Salesforce CRM sync and unified client record.
- Regulatory rigour: Distinct content workflows per regulated entity; every send compliance checked.
- Performance & optimisation: Own metrics; run A/B and multivariate testing continuously.
- Emerging technology & stack evolution: Identify and implement complementary technologies.
- Cross functional delivery: Primary point of contact for CRM related requests from operational teams.
Success Looks Like
- Rebuilt onboarding journey as true omnichannel flow, lifting demo to FTD conversion meaningfully.
- Reduced funnel drop off at KYC, first deposit, and first trade through coordinated intervention.
- Operationalised the CDP layer with live segments and active triggers.
- Stood up clean, audit ready SFMC content and template library segmented by entity and jurisdiction.
- Re architected SFMC data model and Marketing Cloud Connect integration for genuine single client view.
- Established performance reporting cadence the business uses to make decisions.
- Delivered measurable retention and reactivation gains across active trader base.
What You Bring Experience
- 3+ years running omnichannel CRM programmes on Salesforce Marketing Cloud in a regulated, high volume environment.
- Hands on experience with CDP platforms (Amplitude, Segment, mParticle, or equivalent).
- Experience managing or leading a team.
- Background in financial services; Forex, CFDs, brokerage, or fintech preferred.
- Conversion and retention results you can speak to with numbers.
Salesforce Marketing Cloud
- Advanced fluency across Journey Builder, Email Studio, Automation Studio, Mobile Studio, Content Builder, Contact Builder, and Audience Builder.
- AMPscript and SSJS for dynamic content; SQL for data extensions, segmentation, and Automation Studio queries.
- Salesforce CRM ↔ SFMC via Marketing Cloud Connect; REST/SOAP APIs; data model design.
- Einstein engagement scoring and send time optimisation; Datorama / Intelligence Reports.
- Working fluency with GA4, Looker, or equivalent; hands on experience with CDP architecture.
- A/B and multivariate testing, deliverability hygiene (SPF, DKIM, DMARC), CRO frameworks.
Profile
- Analytical by default you reach for the data before the opinion.
- Operator's mindset you ship, measure, and iterate.
- Comfortable in regulated environments compliance is table stakes.
- Clear communicator you can brief Legal, present to leadership, and write a subject line that converts.
Education & Certification
- Bachelor's degree in Marketing, Business, Communications, or related discipline.
- Salesforce Marketing Cloud certification required Email Specialist at minimum, Consultant or Developer strongly preferred.
Why This Role
- IC Markets is one of the world's largest CFD brokers by trading volume.
- The SFMC infrastructure is here; we need the operator who can turn that into a measurable retention engine.
- Orchestrated, compliant, and built to scale across every regulated entity.
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