Salesforce Marketing Operations Manager

Planet Pharma; Clayton (NC); On-site; USD 131,000 - 165,000; Full time

Job summary

Planet Pharma is seeking a Salesforce Operations Manager to stabilize and optimize the Salesforce ecosystem. You will own governance, delivery of CRM and marketing tech initiatives, and partner with IT, Marketing and analytics to scale the platform.

The role focuses on leadership, data governance, and process improvement across the Salesforce landscape, with a 6-month contract and close collaboration with external partners.

Qualifications

• 5+ years of Salesforce platform experience.
• 3+ years managing Salesforce operations or governance.
• Experience with Salesforce Sales Cloud and Service Cloud.
• Strong communication and executive presentation skills.
• Vendor and cross-functional stakeholder management experience.
• Project management and business process improvement experience.

Responsibilities

• Own Salesforce platform operations, governance, and release planning.
• Lead CRM and marketing technology initiatives with stakeholders.
• Manage vendors and external partners to deliver changes.
• Maintain roadmap, risks, and resource needs for projects.
• Develop executive-level dashboards and operational metrics.
• Document processes and drive scalable operating procedures.

Skills

Vendor management

Project management

Stakeholder communication

Salesforce platform

Governance

Data governance

Process improvement

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Marketing Cloud

Data Cloud

Job description

Salesforce Operations Manager focused on stabilizing and optimizing the Salesforce ecosystem while preparing the organization for future scale.

Position Summary

The Salesforce Marketing Operations Manager will serve as the business and operational owner of the Salesforce platform ecosystem, ensuring stability, governance, stakeholder alignment, and successful delivery of CRM and marketing technology initiatives. This role will work closely with Marketing, IT, Analytics and external partners to manage platform enhancements, optimize processes, drive adoption, and support strategic planning activities.

This is a 6-month contract position designed to provide leadership and operational oversight during a period of continued growth and transformation across the Salesforce landscape.

Key Responsibilities

Salesforce Platform Operations

• Manage platform enhancement requests, prioritization, and release planning.
• Coordinate configuration changes and solution delivery with internal and technical teams.
• Ensure platform reliability, scalability, security, and user adoption.
• Monitor and improve data quality, integrity, and governance processes.

CRM & Marketing Technology Leadership

• Support Salesforce CRM and Salesforce Marketing Cloud operations.
• Partner with business stakeholders to translate requirements into scalable solutions.
• Manage campaign execution governance and operational processes.
• Drive continuous improvement across marketing automation and customer engagement workflows.
• Support customer lifecycle, donor engagement, and retention initiatives.

Stakeholder & Vendor Management

• Serve as primary liaison between business teams and Salesforce delivery resources (IT Unit).
• Facilitate intake, prioritization, and communication of business requests.
• Manage external partners, consultants, and technology vendors.
• Coordinate delivery activities with implementation and support teams.
• Ensure projects remain aligned to business objectives and timelines.

Roadmap & Project Management

• Maintain and communicate the Salesforce enhancement roadmap.
• Track project status, risks, dependencies, and resource needs.
• Lead release planning, testing coordination, and user acceptance activities.
• Develop recommendations for future platform investments and capabilities.

Reporting & Analytics

• Develop executive-level reporting and governance dashboards.
• Monitor campaign, journey and utilization metrics.
• Provide visibility into operational performance, risks, and opportunities.
• Support business decision-making through data-driven insights.

Documentation & Process Improvement

• Establish and maintain Salesforce governance documentation.
• Document business processes and operational workflows.
• Create scalable operating procedures and best practices.
• Identify opportunities to improve efficiency and reduce operational risk.

Deliverables for the 6-Month Engagement

By the end of the engagement, the successful candidate will have:

First 60 Days

• Completed assessment of Salesforce ecosystem.
• Documented current-state processes and dependencies.
• Implemented governance and intake framework.
• Established enhancement backlog and prioritization process.

First 90 Days

• Developed Salesforce roadmap and operating model.
• Improved data quality and reporting visibility.
• Streamlined stakeholder request management.
• Established release management process.

End of Engagement

• Delivered documented governance framework.
• Created 12-18 month Salesforce roadmap.
• Reduced operational risk through documented processes and ownership models.
• Improved platform adoption and stakeholder satisfaction.
• Prepared organization for future Salesforce expansion initiatives, including Data Cloud and advanced personalization capabilities.

Required Qualifications

• 5+ years of Salesforce platform experience.
• 3+ years managing Salesforce operations, CRM programs, or platform governance.
• Experience with Salesforce Sales Cloud and Service Cloud.
• Strong understanding of Salesforce administration and platform capabilities.
• Experience managing vendors, consultants, and cross-functional stakeholders.
• Demonstrated project management and business process improvement experience.
• Excellent communication and executive presentation skills.

Preferred Qualifications

• Salesforce Marketing Cloud experience.
• Experience supporting customer lifecycle marketing programs.
• Data governance and analytics experience.
• Salesforce certifications (Administrator, Advanced Administrator, Business Analyst, or equivalent).
• Experience with Salesforce Data Cloud, CDP, or customer data initiatives.
• Healthcare, life sciences, donor engagement, or regulated industry experience.

Pay Rate Range: 95-120/hr depending on experience