Advisor, Customer Intelligence (Digital Strategy)

The Advisor, Customer Intelligence & Operations (Digital Strategy) plays a key role in executing personalized, data-driven email campaigns that drive customer engagement and support business growth. The Advisor works closely with marketing, sales, and technology teams to create and optimize automated journeys and communications using Salesforce Marketing Cloud.
The individual will be responsible for the management and execution of the digital onboarding and cross-selling campaigns for all customer segments. This position will be working hybrid and is based in San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Build and execute customer journeys and automated campaigns in Salesforce Marketing Cloud that align with our customer engagement strategy.
• Collaborate with vendors and cross-functional teams including Marketing, Sales, IT and Compliance to design, develop and deploy onboarding journeys and other customer communications.
• Design, build, and execute campaigns using Marketing Cloud tools: Email Studio, Journey Builder, Automation Studio, and Content Builder.
• Segment audiences, manage data extensions and create automations using SQL.
• Generate reports, monitor campaigns performance, troubleshoot issues, and optimize customer journeys to maximize results.
• Analyze results and provide insights that increase the client’s adoption of digital channels, enhance customer experience, enable sales and deepen customer relationships with the bank.
• Ensure regulatory compliance of communications and best practices for email deliverability.
• Works with vendors and cross-functional teams to implement platform upgrades and new features in accordance with internal procedures.
• Stay current on Salesforce Marketing Cloud features, updates, and innovations, plus digital onboarding best practices.
• Manage projects aligned with the bank’s digital strategy: ensure timely execution, document procedures, execute QA and testing, evaluate impacts, and escalate issues and risks properly.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor’s degree in Marketing, Business, Information Systems, Technology or a related field required.
• Two (2) years of experience with Salesforce Marketing Cloud, Adobe Marketing Cloud, Oracle Marketing Cloud, or HubSpot Marketing Hub is required.
• The minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge, skills and abilities.
• Working knowledge of customer journey creation and automation.
• Proficiency in SQL and/or AMPscript.
• Experienced with CRM platforms and/or Salesforce ecosystem preferred.
• Fully Bilingual (English/Spanish) is required.
• Salesforce Marketing Cloud certifications are a plus.
• Project management skills required.
• Experienced with Marketing Automation tools such as Salesforce Pardot, Hubspot or Marketo is a plus.
• Knowledge of banking products, processes and services preferred.
• Computer skills in the use of MS Office (Word, Excel, Power Point), Outlook and internet tools among others.

#Li-Hybrid

WORK AUTHORIZATION & ELEGIBILITY:

• Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
• Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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