The SFMC Product Owner is responsible for leading the strategy, governance, and ongoing optimization of Salesforce Marketing Cloud and Hightouch Customer Data Platform. This role includes the platform roadmap, stakeholder intake, prioritization, campaign operations planning, release coordination, platform configuration oversight, business unit management, documentation, and escalated issue resolution. The role serves as the primary bridge between Marketing, IT, data, compliance, vendors, and business stakeholders to ensure Salesforce Marketing Cloud is stable, secure, scalable, and aligned to business goals.

Duties & Responsibilities

• Own and maintain the Salesforce Marketing Cloud roadmap, ensuring platform priorities align with marketing strategy, customer engagement goals, business line needs, and enterprise technology direction.
• Manage stakeholder intake, requirements gathering, prioritization, and backlog planning for campaigns, journeys, automations, platform enhancements, and operational improvements.
• Lead campaign operations planning, including intake workflows, production timelines, QA checkpoints, approvals, deployment readiness, release coordination, and post-launch review.
• Ensure alignment across multiple product backlogs and should always be considering how to maximize value, assessing how the product or the delivery process can be improved.
• Visibility into platform health, system performance, send readiness, deliverability signals, data movement, and operational risks; manage escalated issues and coordinate resolution with internal teams, Salesforce, and vendor partners.
• Partner with IT, CRM, data, analytics, privacy, compliance, and business stakeholders to translate business needs into scalable platform capabilities, data requirements, and marketing automation solutions.
• Establish and maintain governance standards, documentation, naming conventions, folder structures, operating procedures, QA checklists, and training materials for Salesforce Marketing Cloud users and stakeholders.
• Support the design, execution, and optimization of customer journeys, email campaigns, automations, segmentation strategies, and personalization use cases across the customer lifecycle.
• Coordinate platform releases, Salesforce updates, vendor escalations, enhancement requests, and change management activities to minimize risk and maximize business value.
• Analyze platform usage, campaign operations, performance trends, and stakeholder needs to identify opportunities for automation, efficiency, personalization, scalability, and value realization.
• Ensure marketing automation activity follows applicable compliance, consent, privacy, data governance, and deliverability standards.
• Serve as the internal subject matter expert for Salesforce Marketing Cloud capabilities, limitations, operating model, governance, and best practices.

Qualifications

Education Requirements

• Bachelor’s degree in Marketing, Business, Communications, Information Systems, or a related field, or equivalent practical experience.

Minimum Experience

• 5+ years of experience in marketing automation, marketing operations, CRM, digital marketing, or related marketing technology roles.
• Hands-on experience with Salesforce Marketing Cloud administration, campaign operations, journey management, segmentation, automation, and platform governance.
• Strong understanding of Salesforce Marketing Cloud business units, user roles, permissions, sender profiles, send classifications, subscriber management, and campaign deployment processes.
• Experience managing stakeholder intake, prioritization, project planning, release coordination, documentation, and cross-functional delivery.
• Ability to translate business goals into technical requirements and explain platform capabilities, constraints, and operational tradeoffs to non-technical stakeholders.
• Strong leadership, analytical, organizational, communication, troubleshooting, and process improvement skills.
• Understanding of data privacy, consent management, email compliance, deliverability, and data quality best practices.

Licenses and Certifications

• Salesforce Marketing Cloud certifications such as Marketing Cloud Administrator, Email Specialist, or Consultant.
  

Knowledge, Skills, & Abilities

• Experience with Salesforce CRM, Marketing Cloud Connect, Financial Services Cloud, Customer Data Platforms, data integrations, APIs, or related MarTech infrastructure.
• Familiarity with Journey Builder, Automation Studio, Email Studio, Content Builder, Contact Builder, Mobile Studio, Advertising, CloudPages, AMPscript, SQL, and HTML/CSS for email troubleshooting.
• Experience working in a regulated or data-sensitive industry, preferably financial services.
• Experience managing vendor relationships, platform roadmaps, QBRs, support escalations, and maturity planning.
• Experience building scalable governance models, intake processes, QA standards, training resources, and operational playbooks.
  

Scope of Responsibility

• Salesforce Marketing Cloud roadmap is clearly defined, prioritized, communicated, and aligned with business and marketing objectives.
• Campaigns, journeys, automations, and releases are delivered accurately, on time, and with strong QA and governance standards.
• Platform access, configuration, documentation, and issue resolution are managed consistently and securely.
• Stakeholders understand intake processes, platform capabilities, timelines, priorities, and operating expectations.
• Marketing automation processes become more scalable, efficient, measurable, and aligned with customer engagement goals.
• Platform value is demonstrated through improved campaign performance, operational efficiency, risk reduction, and stakeholder satisfaction.
  

Physical Demands and Work Environment

Physical Demands

• Ability to communicate in person, on the phone, and through electronic channels
• Ability to use a computer on a frequent basis, including typing and sustained attention to a monitor
• Ability to sit, walk, and/or stand for extended periods of time
• Ability to bend and reach

Work Environment

• Remote or hybrid: For remote or hybrid positions, a secure and distraction-free setting is required, with a reliable internet connection (cable or fiber preferred, mobile hotspots not acceptable).  Hybrid positions will report to a physical Company location, as directed by the manager, and that setting will be a typical office environment.