Salesforce Marketing Cloud Operational Administrator

Duties and Responsibilties
Manage daily Salesforce Marketing Cloud operations, ensuring accurate campaign execution, reliable customer communications and effective marketing automation.
Support end-to-end digital marketing processes, including audience preparation, customer segmentation, campaign scheduling, customer journeys and campaign performance monitoring.
Create, schedule, monitor and maintain approved email, SMS, WhatsApp and other digital marketing campaigns.
Prepare, validate, upload and maintain campaign contact lists, subscriber records and audience data.
Manage customer segmentation and targeting based on approved marketing criteria, campaign objectives and customer profiles.
Verify customer consent, communication preferences, suppression lists, unsubscribe records and campaign eligibility before campaign execution.
Maintain and monitor Salesforce Marketing Cloud components, including Journey Builder, Email Studio, Contact Builder, Automation Studio and Data Extensions.
Monitor automated customer journeys, scheduled campaigns, triggered communications and marketing workflows to identify failed, delayed, duplicate or incomplete communications.
Perform pre-campaign quality checks, including audience counts, content accuracy, links, personalization fields, sender information, schedules and communication channels.
Conduct post-campaign validation and prepare campaign performance reports covering delivery, engagement, bounce rates, unsubscribes and other relevant metrics.
Maintain accurate marketing data, subscriber lists, campaign classifications and segmentation criteria, identifying and correcting duplicate, incomplete or invalid records.
Support email templates, reusable content blocks, personalization fields and approved marketing assets.
Maintain campaign calendars and coordinate with the Marketing team to ensure campaign requirements, content, target audiences and execution schedules are met.
Support lead-generation campaigns, property launches, exhibitions, promotional activities, customer engagement programmes and remarketing initiatives.
Perform day-to-day Genesys Contact Center administration, supporting inbound and outbound calling operations, call queues, routing configurations and agent assignments.
Monitor contact center operations, including call volumes, missed calls, abandoned calls, queue waiting times, agent availability and call-handling performance.
Support the operational maintenance of agent profiles, queue memberships, skills, schedules and approved call-handling settings in accordance with company policies.
Investigate routine Genesys operational issues, including call-routing discrepancies, queue-related problems, agent availability issues and call-handling exceptions.
Prepare and maintain operational reports covering contact center performance, call activity, agent productivity and service-level indicators.
Validate data synchronization between Salesforce Marketing Cloud, Salesforce CRM, Genesys, websites, landing pages, mobile applications and other connected platforms.
Monitor campaign failures, data synchronization discrepancies, contact-volume exceptions and operational alerts, coordinating timely corrective action.
Perform functional testing and support User Acceptance Testing (UAT) for Marketing Cloud enhancements, customer journeys, campaign templates, Genesys configurations and approved integrations.
Coordinate with marketing teams, customer service teams, external implementation partners and software vendors to resolve operational issues, defects and enhancement requests.
Maintain campaign checklists, standard operating procedures (SOPs), user guides, issue logs, change records, testing documentation and operational records.
Provide operational guidance, onboarding support and basic training to marketing and contact center users where required.
Ensure marketing campaigns and customer communications comply with approved consent requirements, unsubscribe preferences, data privacy policies and communication governance standards.
Escalate advanced Marketing Cloud development, API, AMPscript, SSJS, MuleSoft, Genesys architecture, complex integrations and other technical issues to the Enterprise Applications & Integration Lead or relevant implementation partner.
Coordinate with business stakeholders to understand campaign requirements, customer communication needs, contact center operational requirements and opportunities for process improvement.
Perform other marketing automation, campaign administration, contact center support and operational coordination duties as assigned by management.

Required Qualifications and Skills
Bachelor's degree in Marketing, Information Technology, Computer Science, Information Systems, Business Administration or a related field is preferred.
Minimum 5 years of relevant experience in Salesforce Marketing Cloud, marketing automation, digital campaign operations or a similar role.
Salesforce Marketing Cloud certification and Genesys certification or relevant platform training
Hands-on experience administering and operating Salesforce Marketing Cloud for digital marketing campaigns and customer communications.
Practical experience in Genesys Contact Center administration, particularly inbound and outbound calls, queues, routing, agent management and operational reporting.
Good understanding of Salesforce Marketing Cloud components, including Journey Builder, Email Studio, Contact Builder, Automation Studio and Data Extensions.
Practical experience with email, SMS, WhatsApp or other multichannel digital marketing campaigns.
Experience with campaign scheduling, audience preparation, customer segmentation, campaign validation and performance reporting.
Good understanding of subscriber management, customer consent, opt-outs, suppression lists, bounce management and marketing data quality.
Experience with campaign data imports, exports, cleansing, validation, segmentation and reconciliation.
Strong working knowledge of Microsoft Excel and other Microsoft Office applications for data analysis, reporting and documentation.
Experience supporting functional testing, User Acceptance Testing (UAT) and system enhancements.
Basic understanding of CRM-to-Marketing Cloud data synchronization and integrations between business applications.
Exposure to Salesforce CRM, Genesys Cloud CX, websites, mobile applications or ERP integrations is an advantage.
Experience in real estate, property development, hospitality, retail or another high-volume customer marketing environment will be an advantage.
Strong analytical, troubleshooting, organizational and stakeholder coordination skills.
Ability to manage multiple campaigns and operational requests, prioritize competing requirements and work effectively in a fast-paced business environment.

Key Skills
Strong hands-on Salesforce Marketing Cloud operational administration and campaign execution capabilities.
Practical knowledge of Genesys Contact Center administration and call operations.
Excellent customer data management, audience validation and segmentation skills.
Solid understanding of digital marketing workflows, customer journeys and automated communications.
Ability to troubleshoot campaign execution issues, call-routing problems and data synchronization discrepancies.
Strong campaign performance reporting, contact center reporting and data analysis capabilities.
Excellent attention to detail and commitment to accurate customer communications.
Strong coordination skills when working with Marketing, Sales, Customer Service, IT teams and external implementation partners.
Ability to manage campaign schedules, operational priorities and customer communication requirements.
Good understanding of customer consent, data privacy, access controls and communication governance.
Strong documentation skills, including SOPs, campaign checklists, issue logs and testing records.
Ability to work independently, resolve routine operational issues and escalate complex technical matters appropriately.



Role Boundary
This position is primarily responsible for Salesforce Marketing Cloud operational administration, digital campaign execution, audience management, customer journey monitoring, marketing reporting and Genesys Contact Center operational support.
The role will not own Salesforce CRM administration, including CRM users, roles, profiles, permission sets, Sales Cloud configuration, opportunity, booking and contract processes, CRM Flows, CRM architecture or CRM development.
Advanced Marketing Cloud development, AMPscript, SSJS, API engineering, MuleSoft integrations, Genesys architecture, ERP integration design and enterprise integration ownership will remain with the Enterprise Applications & Integration Lead and/or appointed implementation partners.

Language Skills
Fluent written and spoken English.
Strong business communication skills for user support, technical issue documentation, stakeholder coordination and operational reporting.
Ability to explain CRM processes and provide clear guidance to users across different departments.
Additional languages are an advantage.

Other Details
Reporting To: Head of IT.
Working Days and Hours: Sunday to Thursday (8:30 to 17:30) & Friday (08:30 to 12:30)
Location & Mobility: Ajman, United Arab Emirates
Allowances / Benefits: As per company policy and applicable UAE labour law.