- Company Name
- Concord
- Job Title
- Salesforce Loyalty SME
- Job Description
-
**Job Title:** Salesforce Loyalty SME
**Role Summary:**
Act as a trusted consultant and subject‑matter expert for clients’ loyalty program transformation. Design, evaluate, and implement Salesforce Loyalty Management solutions while building business cases, ROI models, and strategic roadmaps that align with overall customer experience objectives.
**Expectations (Deliverables):**
- Lead loyalty strategy workshops with executive and cross‑functional teams.
- Develop comprehensive business cases and ROI analyses to justify program redesign/replatforming.
- Recommend and architect Salesforce Loyalty solutions integrated with Service, Marketing, and Commerce Clouds.
- Provide ongoing guidance on program governance, tier structures, and reward mechanisms.
**Key Responsibilities:**
- Serve as the primary advisor on loyalty strategy, redesign, and replatforming initiatives.
- Create and present ROI‑driven business cases, value‑realization frameworks, and performance metrics.
- Identify and evaluate appropriate loyalty platforms, prioritizing Salesforce Loyalty Management.
- Ensure alignment between loyalty initiatives and broader CX goals through collaboration with business, technical, and executive stakeholders.
- Facilitate requirements workshops, capture functional specifications, and translate findings into actionable plans.
- Deliver executive‑level presentations and storytelling to convey complex concepts simply.
**Required Skills:**
- Hands‑on experience with Salesforce Loyalty Management (design, implementation, configuration, or architecture).
- Strong knowledge of Salesforce ecosystem integration (Service Cloud, Marketing Cloud, Commerce Cloud).
- Expertise in omnichannel loyalty strategy, including online, in‑store, mobile, and personalization.
- Ability to conduct loyalty ROI analysis (customer lifetime value, purchase frequency, basket size).
- Proven track record of creating persuasive business cases for loyalty program transformation.
- Facility with Salesforce data model, APIs, and best practices for program structure (tiers, points, rewards, promotions).
- Excellent facilitation, communication, and storytelling skills for workshops and executive briefings.
- Client‑facing consulting experience preferred.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Marketing, Computer Science, or related field.
- Salesforce Loyalty Management certification preferred; other Salesforce certifications (e.g., Platform App Builder, Lightning Experience, Marketing Cloud) are a plus.
---
Dallas-fort worth metroplex, United states
Hybrid
03-10-2025