Job Description

About Inspire Brands Hyderabad Support CenterInspire Brands is disrupting the restaurant industry through digital transformation and operational efficiencies. The companys technology hub, Inspire Brands Hyderabad Support Center, India, will lead technology innovation and product development for the organization and its portfolio of distinct brands. The Inspire Brands Hyderabad Support Center will focus on developing new capabilities in data science, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the companys business strategy. Inspire Brands Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.POSITION TITLE:CRM Engineering Manager, ITPURPOSE OF THE POSITION:The engineering manager will lead the team that will design, develop, enhance, implement, and set up configuration/automation of Inspire Brands Customer Relationship Management (CRM) platforms to support guest communication. The manager is responsible for the above-mentioned duties. The communication channels include but are not limited to email, social, mobile PUSH, and SMS/MMS. The manager will maintain current programs and architect new builds and integrations in platforms for each brand. The manager will support the Marketing, Product, IT, and Brand team goals to deliver best-in-class and effective guest communication using SAAS ESP, Mobile PUSH, Social, SMS/MMS, and other relevant applications. The manager must partner with cross-functional teams to deliver solutions for roadmap features, enhancements, and defects. The manager will develop scalable and reusable solutions for blueprint initiatives and create reusable code when applicable. The manager will work in an agile SDLC environment delivering features and results with regular consistency. The manager will monitor and report deliverability KPIs to key stakeholders and act where needed. The manager will support Salesforce Marketing Cloud, Braze, Twilio, Validity, SendGrid, and other relevant platforms/modules. Lastly, the manager will lead direct reports, contractors, partners, and vendors under the One Inspire initiative. The manager will have direct reports and will be responsible for his teams success and growth.EXPERIENCE QUALIFICATION:

• 7-10 years of deep technical and working knowledge of Salesforce Marketing Cloud/Exact Target or other ESP, PUSH, and SMS providers
• SFMC Email Specialist/Consultant/Developer/Admin or relevant certifications preferred
• Must be able to lead a team of FTEs, contractors, partners, and vendors
• Grow FTEs skillset and careers internally. The role is 50% individual contribution, and 50% team lead/manager
• Experience with other Salesforce Cloud and Community is a plus
• Experience building email templates in SFMC, and other ESP is required
• Experience working as part of a Scrum and Agile team
• Experience with the restaurant or retail technologies is a plus
• Experience migrating other ESP, Mobile PUSH, and SMS/MMS programs
• A successful candidate must have proven experience with marketing automation, building automated customer journeys, and knowledge of SFMC best practices
• Working knowledge of JIRA and Confluence

REQUIRED KNOWLEDGE, SKILLS or ABILITIES:

• Prior experience implementing full-cycle projects in SFMC or other similar platforms
• Proficient in Marketing Cloud connector and Service Cloud with integration into external systems.
• Experience implementing Marketing Cloud apps, especially data extensions, content builder, journey builder, and automation studio.
• Extensive knowledge of HTML/CSS/JavaScript/JSON and AMP script, REST and SOAP APIs
• Knowledge of DMP and data integration is key
• Excellent knowledge of software development lifecycle (SDLC)
• Good working knowledge of SQL, including salesforce.com SOQL and SOSL
• Experience performing data cleanup, extraction, and mass changes using a data loader
• Solid understanding of Salesforce Connect to call external APIs
• Proven experience building Salesforce components supporting core business processes
• Knowledge of A/B test strategies, multivariate test strategies, and test planning
• Exceptional work ethic with willingness and ability to learn
• Strong communications and interpersonal skills and ability to work in a team
• Self-motivated with the ability to define, structure, and prioritize work for self and flexibility and capability to change priorities when circumstances dictate
• Ability to adapt and work independently toward a tight deadline in a fast-paced work environment
• Ability to plan, execute, and manage multiple programs at once
• Strong analytical skills and experience in reporting
• Strong debugging and unit testing skills
• Ability to work across various levels of the organization while building trust and fostering collaboration
• Comfort with ambiguity, and an instinct for taking initiative as well as working with agility
• Able to understand data ecosystems, including data ingestion, data engineering/pipelines, usage/consumption, and data privacy considerations/governance (where applicable)
• Excellent oral and written communication skills capable of communicating in a way that conveys a clear understanding of the unique needs of widely varying audiences
• Excellent problem-solving skills ability to adapt quickly to changing business priorities and overcome unexpected challenges

RESPONSIBILITIES:

• Manage and lead the team to deliver One Inspire Initiative for MadTech and IDP. Responsible for direct reports and their growth/performance
• Design and implement CRM workflows and templates to support ad-hoc and 1:1 personalization at scale for each brand
• Develops solutions as it pertains to the product roadmap using guest communication platforms with integrations to third party systems like loyalty and offer management
• Maintain and improve current CRM instances as well as integrations with 3rd party and external systems
• Provide troubleshooting / first line of support for stakeholders working on deliverables and encountering errors/technical issues within Salesforce Marketing Cloud, Braze Send Grid, and Twilio
• The manager will design and develop email templates; must be proficient in HTML, JavaScript, SQL, CSS, and AMP script.
• Proactively identify and implement needed system changes, updates, inefficiencies, and/or inaccuracies that impact the efficiency and reliability of the system
• Monitor sender score and reputation along with other KPIs, act on them as needed
• Develop and integrate system APIs including order fulfillment, content management, and enterprise web services
• Documents technical details through a standardized process of creating code comments, software architecture, and flow diagrams
• Ensure corporate compliance, privacy, and information security standards are maintained on platforms
• Create and manage automation journeys end-to-end and work with cross-functional teams (Marketing, Data, Design, Content Sales, Legal, Product, etc.) to create and oversee marketing automation across a variety of content and audiences.
• Maintain and document technical processes and marketing automation procedures, providing seamless hand-off to the business users. Utilize standard agile, SCRM, and SDLC practices for project management and deliverability
• Going above and beyond to proactively prevent issues for internal and external customers
• This role may require availability outside of business hours as needed for support or escalations

EDUCATION QUALIFICATIONS:

• Bachelor's Degree in engineering, computer science, management information systems or equivalent work experience. (Masters in CS Preferred)

Inspire Brands Hyderabad Support Center