Senior Manager - Salesforce

Location: Mumbai A.O, India

Responsibilities & Key Deliverables

1. Marketing Automation & Customer Journey Management

Design, build, and optimize customer lifecycle journeys using Salesforce Journey Builder.

• Develop automated communication programs across Email, SMS, WhatsApp, Push Notifications, and other digital channels.

• Create personalized customer experiences based on behavioral, transactional, demographic, and engagement data.

• Implement lead nurturing journeys for vehicle enquiries and prospective customers.

• Design ownership and retention campaigns focusing on service bookings, renewals, accessories, loyalty programs, and repurchase opportunities.

• Continuously improve customer journeys using analytics, testing, and optimization methodologies.

1. Campaign Management & Execution

• Manage end-to-end campaign deployment within Salesforce Marketing Cloud.

• Configure and execute campaigns through Email Studio, Mobile Studio, Journey Builder, and Automation Studio.

• Develop audience segmentation strategies to improve targeting and engagement.

• Coordinate campaign calendars with marketing, product, brand, and customer experience teams.

• Ensure campaigns are delivered on time and meet defined business objectives.

• Manage campaign approvals, testing protocols, and quality assurance processes.

1. Salesforce Marketing Cloud Platform Ownership

• Serve as the primary administrator and platform owner for Salesforce Marketing Cloud.

• Manage business units, users, permissions, folders, and platform governance.

• Monitor platform health, automation performance, data synchronization, and system availability.

• Maintain data extensions, subscriber management processes, and customer data architecture.

• Establish and drive SFMC best practices across campaign execution and governance.

1. CRM Data Management & Segmentation

• Build and maintain customer audiences using Contact Builder and Data Extensions.

• Ensure customer data accuracy, integrity, and consistency across systems.

• Create advanced segmentation models using customer lifecycle, vehicle ownership, service, and engagement data.

• Develop reusable audience frameworks to enable faster campaign deployment.

• Collaborate with CRM, analytics, and data engineering teams to enhance customer data models.

1. Technical Development & Integration

• Develop and optimize SQL queries for data extraction, transformation, segmentation, and reporting.

• Create dynamic and personalized campaign content using AMPscript and Server-Side JavaScript (SSJS).

• Support integration initiatives between Salesforce Marketing Cloud and:

• Salesforce Sales Cloud

• Salesforce Service Cloud

• Customer Data Platforms (CDPs)

• Dealer Management Systems (DMS)

• Web and Mobile Platforms

Experience

• 5 to 6 years of experience in CRM, marketing automation, digital marketing operations, or customer lifecycle management.

• Minimum 4 years of hands-on Salesforce Marketing Cloud experience.

• Experience managing enterprise-scale marketing automation initiatives.

• Automotive, retail, telecom, BFSI, consumer internet, or e-commerce experience preferred.

Industry Preferred

Qualifications

• Bachelor's degree in Engineering, Information Technology, Marketing, Business Administration, or related discipline.

• MBA preferred.

General Requirements

Functional Competencies

• Marketing Automation Strategy

• Customer Journey Design

• Campaign Operations Excellence

• Data Analysis & Segmentation

• Customer Lifecycle Marketing

• CRM Operations

Behavioral Competencies

• Customer Centricity

• Strategic Thinking

• Ownership Mindset

• Problem Solving

• Stakeholder Management

• Collaboration & Influencing

• Innovation & Continuous Improvement

• Attention to Detail

• Strong Communication Skills

Our commitment to Diversity, Equity, and Inclusion

At Mahindra and Mahindra Limited, we believe that diversity drives innovation, and inclusion is at the heart of everything we do. We are committed to cultivating a workplace where every individual feels valued, respected, and empowered to thrive.

We are proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to age, caste, race, religion, color, ethnic origin, gender identity, nationality, physical or mental disability, medical condition, sexual orientation, educational background, marital or domestic partnership status, pregnancy or childbirth, veteran status, citizenship status, ancestry, financial status, or any other personal characteristic protected by applicable law.

We actively encourage candidates from all backgrounds to apply and bring their unique perspectives to our teams. We are committed to ensuring an accessible and inclusive experience for all applicants.

Together, we rise by embracing differences and building a future that reflects the communities we serve.