Greater Toronto Area, Canada
• 6+ years of experience in Digital Marketing across the retail and telecommunications industries. • Excellent knowledge of Salesforce Marketing Cloud (ExactTarget), AmpScript, SQL, ServiceNow, HTML, and JIRA. • Strong understanding of Software Development Life Cycle (SDLC) i.e. Waterfall and Agile Methodologies. • Experience working with Relational database, SQL and Java strengthened through past work experience and internship opportunity at Infosys Limited, India. • Strong analytical and troubleshooting skills. • Well versed with ITIL framework including Incident, Problem and Change management.
• Developed and deployed complex dynamic and personalized CASL-compliant email templates using AMPscript, HTML/CSS and drag and drop functionality. • Designed and optimized multi-touchpoint, cross-channel customer journeys (email, SMS) in Journey Builder, aligned with lifecycle stages and integrated with external data sources (Tealium CDP) to improve targeting accuracy. • Integrated UTM tracking with Salesforce Marketing Cloud campaigns to streamline performance reporting in Google Analytics, optimizing cross-channel marketing strategies. • Collaborated with Strategy, Data and CBM teams to interpret campaign requirements and deliver tailored marketing automation solutions in Salesforce Marketing Cloud. • Conducted comprehensive technical audits of Salesforce Marketing Cloud environments and delivered actionable solutions to address system gaps and inefficiencies. • Conducted regular A/B testing on subject lines, content blocks, and CTAs, improving open and click-through rates and ensured consistent email rendering quality across clients using Litmus. • Implemented an IP warming strategy to establish sender reputation and ensure high deliverability for a new Salesforce Marketing Cloud instance. • Developed and implemented a method to pass unique customer identifier from CDP to SFMC and subsequently to the analytics team, across all email deployments for improved tracking. • Partnered with business and leadership teams to architect and deliver tailored marketing automation solutions that meet strategic goals.
• Designed and implemented personalized marketing journeys utilizing AMPscript, SQL queries, Automations, and Data Extensions to enhance customer engagement. • Owned and maintained technical design documentation, ensuring successful implementation of SFMC solutions in line with quality and compliance standards. • Coordinated cross-vendor technical integrations to ensure seamless implementation and alignment with project requirements. • Configured dynamic email campaigns in Eloqua and optimized journeys with A/B testing and creative enhancements to boost engagement. • Conducted quality assurance testing for email content across multiple clients using Litmus to ensure consistent rendering and deliverability. • Launched 6 new customer journeys and implemented journey updates to improve functionality and performance within existing journeys. • Built SQL-based audience segments to drive personalized email triggers, optimizing engagement and relevancy for targeted recipients.
• Designed and implemented automated transactional and account emails using HTML and AMPscript in Salesforce Marketing Cloud.. • Developed and launched a variety of campaigns, including Welcome, Birthday, and Product Review campaigns. • Applied AMPscript to interact with Data extensions. • Created a customized process using Journey Builder, Automation Studio and Email Studio feature to manage the individual customer lifecycle e.g. personalized emails for order confirmation, shipping, delivery and refund. • Responsible for A/B Testing, Unit Testing and Production deployment for above mentioned tasks.
• Provided Level-1 support for web/mobile banking applications for Morgan Stanley. • Responsible for tracking and closure of incidents within SLA. • Created Problem tickets and linked with respective Incidents in ServiceNow. Responsible for managing the Problem life cycle from beginning to closure. • Created Knowledge Base articles for incidents with issue description, root cause and resolution. • Managed ServiceNow admin tasks including Group Management, created Service Request Form.