Salesforce Marketing Cloud Senior Customer Relationship Manager

MSC Industrial Direct Co., Inc. • Davidson, NC

55d • $82,390 - $129,470

About The Position

The Salesforce Marketing Cloud Senior Customer Relationship Manager is the functional owner of the Salesforce Marketing Cloud platform with day-to-day responsibilities rooted in campaign strategy, managing the SFMC environment, data governance and cross-functional communication to execute our customer relationship management strategy. This role is critical in driving B2B engagement, lead generation, and revenue growth through personalized, automated, and high-performing email and digital campaigns. The ideal candidate will have a strong background in CRM strategy, marketing automation, and analytics, with a passion for delivering measurable results.

Requirements

• Bachelor's degree in marketing, Computer Science or related field or the equivalent relevant work experience required
• Minimum of five years of experience in CRM, lifecycle marketing and marketing automation preferably in B2B
• Technical proficiency in Salesforce Marketing Cloud and working knowledge of Sales Cloud
• Strong understanding of data architecture, SQL, AMPscript, and API integrations
• Practical experience in Agile methodologies required
• Proven track record of managing complex Marketing CRM programs and driving measurable business outcomes
• Strong analytical skills and experience with A/B testing, predictive analytics, segmentation, and reporting tools (e.g., Tableau, Looker, Google Analytics).
• Familiarity with CDPs, customer data modeling, and privacy regulations
• Excellent communication and project management skills
• A valid driver's license may be required.
• Position requires travel on an as needed basis.
• This position may require access to International Traffic in Arms Regulations Information ("ITAR") and/or Controlled Unclassified Information ("CUI")
• Applicants must be currently authorized to work in the United States on a full-time basis.

Responsibilities

• Serve as the functional owner, executor and manager of the Salesforce Marketing Cloud (SFMC) platform, automations, synchronizations, data hygiene, access, security, release management, error monitoring, and troubleshooting.
• Consults with IT and data governance teams on core CRM within Sales Cloud, API management, integrations, data architecture and strategy inbound and outbound of Marketing Cloud.
• Design, build & execute highly complex, cross-channel customer lifecycle strategies ensuring alignment with business goals and KPI's.
• Collaborate with Marketing partners, Category, Sales, and IT to translate business objectives into Sales Enablement, CRM, ABM and GTM strategies that drive ecommerce revenue, support destination SKU growth, and enhance the user experience.
• Own and optimize key performance indicators (KPIs) related to customer retention, reactivation, customer lifetime value (CLV), and campaign ROI modeling.
• Leverage customer data, predictive analytics, and segmentation to inform targeting, messaging, testing, and personalization strategies, using tools such as SQL, AMPscript, and Einstein AI.
• Provide governance and compliance leadership for Marketing CRM data and processes, ensuring adherence to privacy regulations (e.g., CAN-SPAM, GDPR), data quality standards, and internal audit requirements.
• Participate in Marketing CRM innovation and vendor strategy, including the evaluation and implementation of new tools, engines, and platforms to enhance campaign performance and operational efficiency.
• Champion personalization and content automation innovation, including digital dynamic content, AI-driven personalization, and modular content systems to scale relevant messaging across segments.
• Provide mentorship and potential team leadership, supporting the development of team members as the team scales.
• Maintain expertise in marketing automation best practices and emerging technologies, incorporating them into Marketing CRM strategy and execution.
• Ensure the timeliness, accuracy, and quality of all CRM deliverables.
• Foster the MSC Culture throughout the department and company to ensure fulfillment of MSC's vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

Benefits

• Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future.
• We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness.
• You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able.
• These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Merchant Wholesalers, Durable Goods
• Number of Employees: 5,001-10,000 employees