Job Summary

• We are seeking a seasoned and strategic Senior Specialist: Journey & Segmentation to lead the design, orchestration, and optimisation of personalised customer journeys and segmentation strategies within Salesforce Marketing Cloud (SFMC) ecosystem.
• Operating at the intersection of data, product, and marketing, this role plays a critical part in scaling our lead management and personalisation capabilities across the Retail and Business Bank.
• You will be responsible for overseeing the development of sophisticated, data-driven customer journeys that drive engagement, conversion, and long-term value.
• This includes close collaboration with of a team of journey specialists, stakeholders across product and data, and governance of journey design to ensure alignment with business objectives and regulatory compliance.

Job Description

About the Role

• We are seeking a seasoned and strategic Senior Specialist: Journey & Segmentation to lead the design, orchestration, and optimisation of personalised customer journeys and segmentation strategies within Salesforce Marketing Cloud (SFMC) ecosystem.
• Operating at the intersection of data, product, and marketing, this role plays a critical part in scaling our lead management and personalisation capabilities across the Retail and Business Bank.
• You will be responsible for overseeing the development of sophisticated, data-driven customer journeys that drive engagement, conversion, and long-term value. This includes close collaboration with of a team of journey specialists, stakeholders across product and data, and governance of journey design to ensure alignment with business objectives and regulatory compliance.
• Please note: This is a Fixed Term Contract position for an initial 12 Month period with option to extend.

Key Responsibilities

• Own and drive the strategic roadmap for journey orchestration and segmentation, aligning SFMC capabilities with broader personalisation and customer engagement priorities
• Lead the design and deployment of high-impact, multi-channel journeys in Salesforce Marketing Cloud to support lifecycle, behavioural, and event-based triggers
• Oversee advanced audience segmentation strategies using Data Cloud, SQL, Automation Studio, and Contact Builder to enable hyper-personalised experiences
• Guide and mentor a team of journey and segmentation specialists, ensuring consistent delivery quality, capability uplift, and knowledge sharing
• Act as the primary liaison between Martech, Product, Data Science, and Marketing teams to translate business briefs into executable, optimised journeys
• Lead performance optimisation efforts using data insights, experimentation frameworks, and campaign reporting to continuously improve engagement outcomes
• Implement and enforce journey design governance frameworks, ensuring adherence to contact rules, compliance requirements, and data privacy policies
• Collaborate with Data Engineering and Architecture teams to enhance data flow, availability, and readiness for customer engagement use cases
• Champion best practices and contribute to the development of standard operating procedures, journey documentation, and Martech playbooks

Key Requirements

• 5+ years of hands-on experience in Salesforce Marketing Cloud, including Journey Builder, Data Cloud, Automation Studio, and Contact Builder
• Advanced SQL skills and a deep understanding of data modelling, segmentation logic, and relational databases
• Proven track record in building and optimising multi-step, data-driven journeys that deliver measurable business impact
• Deep knowledge of CRM governance, customer contact policies, consent management, and regulatory considerations (e.g., POPIA)
• Comfortable operating in a complex, fast-paced environment with cross-functional dependencies and high stakeholder expectations
• Advantageous: Experience with Sales Cloud, CDP integration, AMPscript, and API-based journey triggers

Soft Skills

• Strong strategic thinking and ability to balance long-term vision with tactical delivery
• Exceptional communication and stakeholder engagement skills, including influencing at senior levels
• Execution-oriented with a focus on continuous improvement, innovation, and operational excellence
• Highly collaborative, yet able to work independently and drive outcomes through others

Why Join Us?

• Lead the evolution of Martech in one of South Africa’s largest retail banks
• Drive impact at scale by shaping how millions of customers experience our products and services
• Work alongside a high-performing, innovative team with access to the latest Salesforce technologies and training
• Be part of a purpose-led organisation focused on customer centricity, digital transformation, and inclusion

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies

End Date: June 20, 2025 (2 days left to apply)