SES Marketing Business Process and Systems Specialist

United Nations Children's Fund

Geneva, Switzerland

Experience: 5 to 10 Years

Skill Required: Accounts and Finance

The SES Marketing – Business Process and Systems Specialist will work in collaboration with UNICEF and UNICEF vendors to identify and articulate specific marketing requirements at a country level in the East Asia and Pacific region for markets that are implementing the customized version of NPSP SalesForce and Marketing Cloud.

The SES Marketing – Business Process and Systems Specialist will ensure good coordination between PFP and countries and sufficient collaboration with vendors during the implementation process.

The Specialist will be responsible for building and deploying high-quality data-driven experiences and coordinating, executing, monitoring, and optimizing email campaigns using Salesforce Marketing Cloud on markets that have already gone live with the platform.

Scope of Work:  

  • Business Support (post-deployment) for 5 markets (India, Indonesia, Malaysia, Thailand and Philippines) 

Support and Troubleshooting: 

  • Provide ongoing support to users in markets by addressing their queries and concerns related to Marketing Cloud. 
  • Troubleshoot issues and provide solutions or escalate them to the appropriate support channels. 
  • Collaborate with the vendor and internal IT teams to resolve technical issues effectively and efficiently. 

Marketing Automation Management:  

  • Understand the Marketing Cloud solution for optimized supporter journeys, tests, segmentation, data flow, and governance. 
  • Advise and consult on advanced email and SMS marketing functionality and tactics, including dynamic content and personalization. 
  • Provide advice on how to build and manage supporter journeys at crucial stages (awareness, acquisition, onboarding, engagement, retention, advocacy) to optimize supporter experience and drive results. 
  • Provide advice on how to track campaign activity, report on automation performance, and provide insights and recommendations for efficiency improvements and supporter experience enhancement. 
  • Lead the development of a Super Users group to deepen supporter journey thinking and expertise in Marketing Cloud. 
  • Provide advice on how to develop and execute multi-channel and multi-segment campaigns based on directions from campaign leads and stakeholders. 
  • Understand key customer segments, identify opportunities within the data, and collaborate with the team to develop action plans for impacting supporter KPIs. 

Technical Platform Management: 

  • Provide advice on how to manage, organize, and analyze supporter information, with a focus on data creation, storage, and maintenance within Marketing Cloud. 
  • Provide support for cross-functionality with Sales Cloud CRM, including detailed reporting on marketing campaigns and in-market support for integrating existing systems. 
  • Develop new workflow improvements and identify opportunities for harmonization across Salesforce platforms, CRM instances, and teams across regions. 
  • Act as the go-to person for Marketing Cloud users, promoting adoption, staying updated on Salesforce releases, and providing dedicated support to country offices. 

Reporting & Analysis: 

  • Provide detailed reporting on all marketing and engagement campaigns using Marketing Cloud functionality at each country office level. 
  • Track and report on automation performance, providing insights and recommendations for efficiency improvements and supporter experience enhancement. 

Business Decision Support: 

  • Support business decisions from a marketing perspective, considering cost and return on investment (ROI). 
  • Provide recommendations to business and product owners based on marketing insights and considerations. 

Training and Upskilling:

  • Provide ongoing support and upskilling opportunities for users’ post-deployment. 
  • Conduct advanced training sessions to enhance users' understanding of Marketing Cloud capabilities. 
  • Share insights and best practices on leveraging Marketing Cloud for effective campaign management and supporter engagement. 
  • Offer guidance on new features, updates, and enhancements released in Marketing Cloud. 
  • Facilitate workshops or webinars to address specific challenges or explore advanced use cases. 
  • Communication, Collaboration and Continuous Improvement 
  • Work with the Marketing Manager to ensure effective communication, negotiation and influencing within the SES Project Team. 
  • Provide feedback and insight to Marketing Manager on progress of sprints, managing PFP input and making recommendations to the Manager on proposed changes to any previously agreed deliverables. 
  • Ensure that local learnings from marketing efforts are incorporated into global practices. 

Stay Informed and Implement Best Practices: 

  • Stay up to date with the latest developments and best practices in supporter journeys. 
  • Implement these approaches into the development and management of supporter journeys. 
  • Proactively stay informed about new trends, technologies, information, and opportunities related to supporter experience and direct marketing. 
  • Keep abreast of sector-specific developments and integrate relevant insights into the strategy

To qualify as an advocate for every child you will have… 


  • An advanced university degree in Marketing, Business, Communications, or another relevant technical field is required. A first-level university degree, with an additional 2 years of relevant professional work experience will be accepted in lieu of an advanced university degree. 


  • A minimum of 3 years progressive experience in the following fields: business analysis, CRM implementations, process and system optimization, fundraising, especially individual giving communication, retention and supporter journeys is required. 
  • Demonstrated experience using SalesForce Marketing Cloud, with specific knowledge across Journey Builder, Email Studio, Automation Studio, Einstein and Contact Builder is required. Up-to-date Salesforce Marketing Cloud certification is required.  
  • Experience using AMP Script for email personalization, A/B testing, dynamic templates and SQL for data model updates is required. 
  • Ability to curate and produce content for engagement and conversion objectives via email communications is required. 
  • Experience with leading training sessions and live demos is required 
  • Demonstrated experience using Sales Cloud for cross-cloud success, with an understanding of Salesforce products integration, including Sales Cloud and Ad Studio is required. 
  • Strong working knowledge of Google Analytics. Certification is an asset. 

The experience below will be considered an asset: 

  • Design editing skills, including HTML5/CSS and JavaScript 
  • Experience in building profitable loyalty programs with automation and dynamic data sets 
  • Experience in collecting data and providing insights for campaign optimization 

Other Skills: 

  • Demonstrated ability to build strong working relationships with internal and external partners is required 
  • Ability to manage multiple projects under time pressure with strict attention to detail is required 
  • Excellent communication skills, (both written and oral) to translate complicated business requirements into technical based language, and vice versa is required. 
  • Strong analytical skills and problem-solving mindset is an asset. . 
  • Passionate and energetic team member with a genuine interest in working in the international aid and development sector is an asset.  


  • Fluency in English is required. Knowledge of another UN language or a local language is an asset.