Job Description

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.