Preferred experience:

Master’s degree or equivalent

• Minimum 5 years of experience as a Business Analyst, CRM or Marketing Technology Consultant, with proven experience in operational delivery

• Strong hands-on experience with Salesforce Marketing Cloud (SFMC), including Journey Builder, Automation Studio, Email Studio and Data Extensions

• Experience supporting Salesforce Marketing Cloud in a complex international organisation

• Experience in campaign and customer journey execution, operational support, incident management, troubleshooting and testing

• Experience working with multiple business units, countries and stakeholders

• Experience with data quality, audience management, segmentation, consent management and campaign monitoring

• Fluent English and French; Spanish is a plus

Required technical skills:

Salesforce Marketing Cloud (SFMC)

• Journey Builder, Automation Studio, Email Studio and Data Extensions

• Campaign and customer journey management

• Audience segmentation and data quality management

• SQL and data analysis fundamentals

• Testing, UAT and troubleshooting

• Business requirements analysis and functional specifications

• Stakeholder management

• Governance and change management

Optional technical skills:

• Salesforce CRM ecosystem and CRM integrations

• API and SFTP integration knowledge

• Marketing Cloud data model knowledge

• Consent and GDPR management

• Email deliverability best practices

• Reporting

• Multi-channel marketing activation (Push, WhatsApp, RCS)

Other skills or abilities desired:

• Strong analytical and problem-solving skills

• Ability to investigate operational issues independently and identify root causes

• Ability to translate complex technical topics into clear business language

• Ability to manage multiple priorities and operational requests

• Strong documentation skills and ability to create user guides, processes, presentations and training materials

• Ability to structure and improve operational processes

• Strong understanding of CRM and marketing automation use cases

• Ability to identify and recommend relevant, scalable and value-generating SFMC use cases

Interpersonal skills:

• Strong proactivity, autonomy and problem-solving skills

• Excellent communication and collaboration skills

• Ability to work effectively with both business and technical teams

• Strong attention to detail and organisational skills

• Ability to manage priorities and deadlines

• Comfortable working in an international and multicultural environment

Background and experiences: Experience working in a global or multinational organisation is highly recommended. Experience in the Insurance, Assistance, Travel or Financial Services sector would be appreciated. Experience working with international and cross-functional teams is required.

Mission description: The Salesforce Marketing Cloud Business Analyst / Operations Specialist will provide dedicated operational and functional support to the SFMC Product Owner across B2C, B2B2C and B2B activities.

The objective of the mission is to secure day-to-day SFMC operations, improve business support and campaign execution, and enable the Product Owner to focus on product strategy, roadmap delivery and new value-generating use cases.

Operational support & campaign execution:

• Provide day-to-day functional and operational support for Salesforce Marketing Cloud.

• Support business teams across countries and business units in the implementation and execution of campaigns and automated customer journeys.

• Support campaign setup, audience preparation, segmentation, testing, validation and deployment.

• Monitor recurring journeys and automations and investigate execution issues or unexpected behaviours.

• Troubleshoot operational issues related to campaigns, journeys, data, targeting and integrations, coordinating with technical teams when required.

• Ensure appropriate follow-up of incidents, defects and operational requests.

Business Analysis & SFMC evolution:

• Support the Product Owner in backlog preparation, prioritisation, testing and follow-up of deliveries.

• Participate in UAT, regression testing and validation of new functionalities.

• Contribute to the continuous improvement and scalability of the SFMC platform.

Data, targeting & governance:

• Support audience management, segmentation and data quality controls.

• Contribute to the monitoring of consent, opt-in/opt-out processes and customer/contact data.

• Investigate data inconsistencies impacting campaign execution or customer targeting.

• Contribute to campaign, database and operational KPI monitoring.

Business support, adoption & documentation:

• Support countries and business teams in increasing their autonomy and adoption of Marketing Cloud.

• Create and maintain functional and operational documentation, user guides, processes and training materials.

• Organise training sessions, demonstrations and knowledge-sharing activities when required.

The resource will work closely with the SFMC Product Owner while remaining autonomous on operational activities. The objective is to establish a clear balance between RUN activities and product development, allowing the Product Owner to dedicate more capacity to roadmap, innovation, stakeholder management and business value creation.

Requested deliverables:

• Operational support and follow-up of SFMC campaigns, journeys and automations

• Business requirements, functional specifications and user stories

• Campaign and journey testing, UAT and validation documentation

• Incident and operational issue analysis and follow-up

• SFMC data quality, audience and segmentation controls

• Updated SFMC operational and functional documentation

• Business user guides and training/support materials

• Regular operational activity and status reporting

• Recommendations for process optimisation and SFMC best practices

Technical environment:

Salesforce Marketing Cloud (SFMC)

Journey Builder

Automation Studio

Email Studio

Data Extensions

Salesforce / CRM ecosystem

Data integrations (SFTP / API)

SQL

Power BI / reporting tools

Agile delivery environment

Business travel: No

Salary: 60k, 400 Tjm

Salesforce Marketing Cloud Business Ana...