Marketing Technology Support Specialist

SHRM is a member-driven catalyst for creating better workplaces where people and businesses thrive together. As the trusted authority on all things work, SHRM is the foremost expert, researcher, advocate, and thought leader on issues and innovations impacting today’s evolving workplaces. With nearly 340,000 members in 180 countries, SHRM touches the lives of more than 362 million workers and their families globally.

Summary
The Marketing Technology Support Specialist is responsible for managing, enabling, and troubleshooting omnichannel digital marketing campaigns for internal users. As a member of our Marketing Technology team, this position serves as the first line of technical support for advocating best practices in technology platforms and marketing strategies. An ideal candidate will be detail-oriented, organized, and have a high level of technical experience. The specialist will collaborate closely with internal teams to define, execute, and troubleshoot email and SMS campaigns that drive B2B and B2C customer acquisition, conversion, retention, and engagement. A solid foundation in understanding email marketing best practices is essential for this role. Part of the enablement process will involve evaluating campaigns initiated by end users and proposing solutions for improvement. Additionally, the specialist will work with our Senior Analyst of Marketing Automation to complete complex segmentations and integrated automations.

Responsibilities:

• Support integrated personalization technologies by driving use case development to improve member experience across different digital channels, such as email and SMS marketing, for B2C and B2B.
• Assist and support internal teams with the orchestration of email and SMS personalization campaigns and enable scalability across numerous departments.
• As a platform administrator, manage the onboarding process by setting up and providing training resources for new users on our email and SMS platforms.
• Lead technical enablement of marketing platforms and best practices. Support end users in A/B testing, dynamic content with customer personalization, and building complex database segments.
• Maintain email marketing, SMS, and lead generation databases. Partner with IT and ensure integration points are working as designed. Upload missing data and/or partner with IT to set up new automated import processes. Work with external vendors as needed.
• Maintain an up-to-date understanding of marketing technology and platforms and its abilities relating to data and marketing automation.

Email Governance:

• Responsible for leading email transformation efforts across the organization to improve channel engagement and create a personalized member-centric experience.
• Partner with Customer Care department to investigate customer and prospect record activity and provide tier 2 support regarding email marketing communication. Troubleshoot email delivery and data management.
• Possess a solid understanding of email marketing, including importing audience lists into platform databases, scheduling emails on behalf of infrequent Marketo users, and integrating lead generation forms into the Marketo database using tools like Zapier. Ensure platform users’ campaigns are working as expected and troubleshoot any issues.
• Maintain and audit inventory of email users, live automations, and personalization tokens
• Enforce email brand standards to ensure that all emails conform to branding and style guides. Consult with internal stakeholders to correct any issues and bring them into compliance. Maintain email preference center and opt-out compliance. Maintain CAN-SPAM compliance.

SMS Governance:

• Knowledge in SMS best practices, plan and execute campaigns, maintain a healthy and growing customer database, and segment audiences for personalized SMS marketing.
• Track results of SMS campaigns, deliver performance metrics to stakeholders, and provide solutions for optimization.
• Work with Marketing stakeholders to create documentation and set up of integrating and automating the SMS strategy in the current marketing technology stack.

Education & Experience Requirements

• At least three (3) years of experience in marketing technologies and personalization space
• Bachelor’s degree in Marketing, Business, Communications, or a related field is required (extensive experience with similar responsibilities will be considered in lieu of college degree)

Preferred

• Marketo experience
• CRM experience with Salesforce
• Adobe Suite experience (Adobe Experience Platform, Adobe Experience Manager, Adobe Analytics, or Adobe Journey Optimizer)

Certifications

• Marketo certification preferred

Knowledge, Skills & Abilities

• Strong problem-solving skills
• Conflict negotiation skills
• Understand basics of multi-channel marketing
• Proficient with email service providers and best practices, as well knowledge of email reputation monitoring. Knowledge of email regulations including CAN-SPAM and Canada’s Anti-Spam Law (CASL)
• Proficient in SMS knowledge and best practices with a SMS platform (Adobe Vibes, Hustle, Community, or Adobe Journey Optimizer)

Additional Notes
Physical Requirements

• Must be able to perform essential duties satisfactorily with reasonable accommodations.
• Work is generally done sitting, talking, hearing, and typing. Visual acuity to use a keyboard, prepare and analyze data and figures; transcribing, viewing a computer terminal; extensive reading.

Work environment
Work is regularly performed in a professional office environment and routinely uses standard office equipment.
#LI-Hybrid

The hiring range for this position is $70,000 to $82,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. SHRM offers a competitive and comprehensive total rewards package. The benefits for this position include professional growth and development, health, dental, vision, well-being, health savings, flexible spending, retirement, open leave, and annual discretionary bonus and incentives.

Our employment practices are in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status protected by applicable law.

SHRM is an equal opportunity employer (Minority/Female/Disabled/Veteran).

We do not sponsor applicants for work visas.

Salary : $70,000 - $82,000