Key Accountabilities
Requirements Gathering & Workflow Analysis
- Collaborate with marketing teams to understand campaign goals, personalization needs, and automation requirements.
- Conduct interviews, working sessions, and discovery meetings to capture detailed business requirements and understand constraints across data, content, and
technical systems.
- Break down email workflows into specific steps to identify inefficiencies and opportunities for improvement.
- Gather and track data on current-state processes to support continuous improvement and operational optimization.
Documentation & Process Mapping
- Develop clear, structured documentation such as business requirements, functional specifications, user stories, and process flows supporting SFMC development.
- Maintain documentation libraries, ensuring version control and adherence to project standards.
- Translate complex marketing and technical concepts into easily understandable documentation for cross-functional teams.
- Conduct root-cause analyses to identify workflow gaps, accuracy issues, or breakdowns in requirements.
Technical Liaison & Solution Alignment
- Partner closely with SFMC developers, QA teams, data engineering, and project managers to ensure accurate translation of requirements into technical solutions.
- Validate feasibility of proposed approaches, provide input into solution design, and confirm alignment with SFMC best practices.
- Support pilot efforts, tests, and technical validations to confirm the effectiveness and accuracy of new workflow enhancements.
Quality Assurance & UAT Support
- Assist QA teams by reviewing test plans, validating email builds, journey logic, personalization rules, and data integrations.
- Support User Acceptance Testing by coordinating stakeholder feedback, validating outcomes against requirements, and helping resolve defects or scope gaps.
Operational & Process Improvement
- Identify opportunities to streamline requirement-gathering frameworks, documentation standards, workflow handoffs, and cross-team communications.
- Recommend scalable solutions that enhance collaboration between marketing, development, and operations teams.
- Conduct post-implementation reviews to evaluate effectiveness, identify ongoing challenges, and propose enhancements to workflows or documentation.
- Present formal project reviews summarizing findings, recommendations, and next steps.
Key Metrics
- Accuracy and completeness of requirements
- Quality and clarity of documentation
- Cycle time for requirement gathering and approvals
- Reduction in rework due to requirement or workflow gaps
- UAT success rates and issue resolution efficiency
- Stakeholder satisfaction across marketing and technical teams
- On-time delivery of projects and enhancements
Key Collaboration Network
Shared Accountabilities
- Partner with marketing managers, CRM teams, and content teams to gather requirements and evaluate campaign readiness.
- Collaborate with technology teams to develop and implement system enhancements supporting personalization, automation, and reporting.
- Work with QA and operations teams to ensure compliance with workflow standards and quality expectations.
- Coordinate with analytics teams for insights that support segmentation, targeting, and performance reporting.
Key Interfaces
- Global & Regional Marketing
- CRM & Loyalty Teams
- Data & Analytics Teams
- Technical Development / Engineering
- Global Technology & Product Teams
- Project Management
- Quality Assurance / Operations
- Agency partners supporting email build or QA
- SFMC technology partners and vendors
Role Requirements
Education
Bachelor’s degree in Marketing, Business Analysis, Information Systems, or related field.
Experience
- 3+ years of experience in business analysis, CRM operations, or email marketing.
- Experience with email campaign workflows and marketing automation platforms,
preferably Salesforce Marketing Cloud.
Skills & Knowledge
- Strong understanding of workflow design, process mapping, and operational efficiency.
- Ability to create and interpret process maps, data flows, and functional documentation.
- Excellent written and verbal communication skills, with an emphasis on clarity and structure.
- Strong problem-solving skills, including cause-and-effect analysis and root-cause identification.
- Proficiency using Jira, Confluence, Workfront, or similar tools.
- Working knowledge of Microsoft Office applications.
- Comfortable working in a hybrid environment and using virtual meeting tools.
- Basic troubleshooting skills related to email operations or data validation.
Decision Rights
Owns
- Approach to capturing and documenting business requirements.
- Process improvement recommendations and related documentation.
- Root-cause analysis and identification of workflow gaps.
- Communication of findings, recommendations, and workflow updates.
- Initial parameters for pilots/tests supporting new process changes.
Influences
- Email workflow process decisions.
- Technical solution design within SFMC.
- Communication strategies related to workflow changes.
- Testing parameters and validation strategies for new workflows.
Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.
Region: Americas | Ref ID: ST-12536
