Manager, Digital Experience

Job Summary

Location:

Remote - Arizona, Florida, Georgia, Ohio, Texas

Division:
Global Support & Operations

Line Manager: VP B2B CRM

Contract

Terms:

Full time with potential for up to 10% travel

Global Client Support & Operations Organization has the mission to build a global support & operations center of excellence where all processes, tools & best practices are applied to all regions across the globe in order to achieve the highest levels of employee, fan & client satisfaction.

This role is responsible for optimizing and enhancing the Salesforce Communities and Marketing Cloud Account Engagement (MCAE/Pardot) experience, ensuring both platforms align with business goals across Sales, Marketing, and Support. The successful candidate will serve as the subject matter expert (SME) for these platforms, collaborating with stakeholders to gather requirements, assist with design, and identify opportunities for improving customer engagement, lead nurturing, and digital self‑service.

They will also work closely with the VP B2B CRM and cross‑functional leaders to prioritize enhancements, ensure adoption, and continuously refine both platforms to maximize business value. Measuring success through user adoption, engagement analytics, campaign performance, and iteration will be a critical component of this position.

• Act as the SME for Salesforce Communities and MCAE, guiding stakeholders on platform capabilities and best practices.
• Gather and document business requirements across Sales, Marketing, and Support for Community enhancements and MCAE campaigns.
• Optimize Community user experience: improve navigation, streamline processes, and enhance self‑service capabilities.
• Partner with Marketing stakeholders to design, build, and optimize MCAE programs, including lead nurturing, scoring, and campaign automation.
• Analyze Community engagement data (traffic, adoption, case deflection) and MCAE performance metrics (open rates, conversion rates, engagement scoring) to identify improvement opportunities.
• Drive process improvement: map current‑state and future‑state Community and MCAE workflows; recommend enhancements.
• Collaborate with stakeholders during UAT, gather feedback, and ensure successful deployment of enhancements.
• Partner with Education and Training teams to document and deliver updated training materials and best‑practice guides.
• Ensure data quality, integrity, and compliance across both Salesforce Communities and MCAE.
• Measure success: track adoption, engagement, campaign effectiveness, and iterate solutions based on insights.

• Deep knowledge of Salesforce Communities (Experience Cloud) and Marketing Cloud Account Engagement (Pardot).
• Experience in gathering, managing, and prioritizing CRM/marketing business requirements.
• Proven ability to design and implement digital self‑service strategies and marketing automation programs.
• Strong understanding of data integrity, governance, and integration within Salesforce ecosystem.
• Familiarity with campaign attribution models and measuring ROI on marketing initiatives.
• Ability to lead strategic program and project review meetings, influencing stakeholders across functions.
• Experience in process analysis and improvement, with measurable outcomes.
• Strong communication and collaboration skills; able to engage with both technical and non‑technical audiences.
• Excellent presentation skills and ability to advocate for platform enhancements with leadership.
• Salesforce certifications (Admin, Experience Cloud, MCAE Specialist/Consultant) are a plus.

• Strategic Thinking:
  • Ability to develop and maintain a long‑term vision for optimizing Salesforce Communities and MCAE to support customer engagement, lead generation, and business growth.
• Collaboration and Communication:
  • Strong collaboration skills to work closely with Sales, Marketing, and Support teams, as well as technical partners and leadership.
  • Effective communication skills to align business requirements with technical capabilities and ensure adoption of new features.
  • Ability to clearly explain platform capabilities, data insights, and complex…