Manager, Customer Intelligence (Digital Strategy & Onboarding)

We are seeking a skilled and certified leader to oversee our end-to-end customer journeys within the Salesforce ecosystem. This Manager, Customer Intelligence (Digital Strategy & Onboarding) role involves designing and managing comprehensive, data-driven journeys that guide customers from prospecting and onboarding through upselling, cross-selling, and retention.
Leveraging tools such as Marketing Cloud Account Engagement, Sales Cloud Flows, and Marketing Cloud Engagement, the Customer Journey Manager will optimize customer engagement at every touchpoint. Position works hybrid, based in San Juan, PR.

MAIN DUTIES & RESPONSIBILITIES:

• Design, implement, and manage holistic customer journeys that encompass the entire lifecycle, from lead acquisition and onboarding to upselling and retention, within the Salesforce ecosystem.
• Supervise and contribute to the development of the retail product's digital offering, enablement, and digital onboarding. Including new product features, automation, smart onboarding, and digital application and process compliance, support, and monitoring.
• Increase sales revenue by driving digital process adoption through frictionless digital acquisition.
• Develop customer life cycle management flow, data requirements, and events among others to support customized and automated digital customer communication and management.
• Responsible for all compliance, SOX, and application oversight related to Digital Sales and Marketing Cloud and other applications.
• Communicate results and risks to stakeholders on a timely basis.
• Ensure all team members have the tools and knowledge needed to execute their job. Maintain periodic meetings and cross-training to ensure maximum performance and business continuity.
• Maintain up-to-date knowledge of origination systems, onboarding trends, and fraud prevention best practices in the industry.
• Oversees analysis and case management capabilities to efficiently handle suspected fraud incidents.
• Partner with marketing, sales, and service teams to ensure journey alignment with broader customer engagement and business strategies.
• Apply advanced data management skills for audience segmentation, ensuring targeted and effective customer journeys. Effectively manage and integrate diverse data sources, connecting data streams from multiple platforms to enrich customer profiles and enable personalized engagement strategies.
• Other duties may be assigned.

MINIMUM REQUIREMENTS:

• Bachelor's degree in: Business (Marketing, Finance), Technology and/or Project Management required.
• Five (5)+ years in digital development, sales, or marketing. Digital product-related strategy experience is required, product owner experience is preferred.
• 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.
• Analytical, proactive problem solving, organized, detail-oriented, and able to multitask observing the defined quality standards.
• Excellent written and verbal communication skills with a demonstrated ability to write communications, concisely, and effectively. 
• Highly proficient in managing customer journeys within Salesforce, particularly with Marketing Cloud Account Engagement, SalesCloud Flows, and Marketing Cloud Engagement.
• Data-driven and adept in AMPScript, SQL, and Marketing Cloud tools (Contact Builder, Data Extensions, Content Builder). Knowledge of Data Cloud or Customer Data Cloud platforms preferred.
• Relevant Salesforce certifications (e.g., Marketing Cloud Consultant, Marketing Cloud Administrator, Marketing Cloud Developer) are strongly preferred.

Oriental is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans)

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