Role Purpose We are seeking a Salesforce Marketing Cloud expert with deep financial services experience to lead the design, deployment and optimization of personalized, always‑on and conversational customer communications across email, push, SMS, Whats App, and in‑app channels. This role is critical to delivering high‑engagement, data‑driven customer journeys while ensuring all communications meet financial services regulatory standards. It has a strong focus on GCC markets, including GCC Arabic‑language conversational engagement, and sits at the intersection of Marketing, Product, Service, Technology and Compliance.
Key Responsibilities Salesforce Marketing Cloud Architecture & Delivery Own the end‑to‑end implementation and operation of Salesforce Marketing Cloud, including Journey Builder, Automation Studio, Contact Builder and digital messaging channels. Design and maintain secure, scalable and auditable data and consent models suitable for regulated financial services environments. Ensure all messaging solutions support traceability, version control, audit requirements and regulatory review.
Always‑On, Personalized & Conversational Messaging Build and operate always‑on, event‑driven and lifecycle‑based journeys supporting onboarding, funding, engagement, retention and servicing. Design and deploy multichannel journeys using Salesforce Marketing Cloud Engagement and/or Unified Messaging, including: Template‑driven outbound messaging Two‑way, session‑based conversational messaging incorporating Agentforce Enable journey branching and next‑best actions driven by customer responses (buttons, quick replies, free‑text). Implement seamless escalation and hand‑off to live agents via Service Cloud, maintaining conversation context across Marketing and Service. Ensure message cadence, tone and logic align with treating‑customers‑fairly and conduct expectations.
Arabic Language QA & Approval Accountability Act as the primary Arabic language owner for customer communications across Whats App, email, push and in‑app messaging. Take explicit accountability for Arabic content quality assurance, ensuring all Arabic messaging is: Linguistically accurate and professionally written Culturally appropriate for GCC markets Fully aligned with approved English‑language intent Review, approve and sign‑off Arabic message templates, journeys and conversational responses prior to launch. Ensure Arabic communications comply with financial services regulatory standards, including clarity, fairness and non‑misleading language. Partner with Compliance, Legal and Risk to resolve interpretation risk and regulatory sensitivity in Arabic wording. Maintain alignment between English and Arabic journeys, ensuring consistent customer outcomes across languages. Ensure Arabic content is version‑controlled, traceable and audit‑ready.
Regulatory, Risk & Governance Work closely with Risk, Compliance and Legal to ensure all one‑way and two‑way messaging complies with: Financial services regulations Consent and opt‑in requirements Conduct and customer‑treatment obligations Support governance of: Message and Whats App template approval Conversation records and retention Ongoing monitoring of live conversational journeys Ensure conversational journeys do not introduce conduct, complaints or regulatory risk.
Data‑Led Optimization & Performance Define and manage KPIs for automated and conversational journeys, including engagement, completion, drop‑off, response and hand‑off outcomes. Ensure all messaging is measurable and attributable. Use testing and insight to continuously optimise timing, sequencing, content and channel selection. Use conversational interaction data to improve onboarding, funding, servicing and retention journeys while remaining within regulatory constraints.
Skills & Experience Essential (Non‑Negotiable) Proven hands‑on experience delivering Salesforce Marketing Cloud implementations within financial services (banking, fintech, payments, wealth or insurance). Demonstrable experience operating customer communications in a regulated financial services environment, with strong understanding of consent, auditability, conduct risk and customer treatment. Experience deploying multi-channel messaging via Salesforce Marketing Cloud Engagement and/or Unified Messaging. Experience integrating Salesforce Marketing Cloud and Service Cloud to enable conversational hand‑off and agent escalation. Proven experience designing and operating event‑driven, always‑on and two‑way conversational messaging journeys, including Whats App. Fluent, professional written and spoken English, suitable for regulated customer communications. Strong GCC Arabic capability (written and spoken), with experience creating, reviewing and approving Arabic‑language customer messaging. Clear understanding of cultural, linguistic and regulatory nuances when communicating with GCC customers. Salesforce Marketing Cloud certifications (required). Strong data literacy, using insight to optimise customer journeys within regulatory and conduct constraints.
What Success Looks Like Always‑on and conversational journeys delivering high engagement and strong customer outcomes, while standing up to regulatory scrutiny. Trusted ownership of Whats App and Arabic‑language customer communications across the organization. Scalable, governed messaging frameworks embedded across Marketing and Service.