Salesforce Marketing Cloud Service Lead

Overview

Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for Salesforce Marketing Cloud Service Lead.

The Service Lead in Omega’s Marketing team is a role focused on managing a service in the most efficient way possible.

Responsibilities

• Share with the service team the client’s vision, goals, and expectations.
• When there is a dedicated team, assign and oversee their tasks, managing workload, vacations, and absences during the service.
• Manage service progress, ensuring that timelines, scope, and budget are met.
• Facilitate change requests to ensure that all parties are informed of any impacts on schedule and budget.
• Provide visibility of service progress to the client and the CSM; lead follow-up meetings.
• Alert the operations management team about possible deviations.
• Oversee all incoming and outgoing service documentation.
• Lead problem resolution related to service evolution.
• Strive to ensure client satisfaction with the service.
• Ensure service objectives are met; conduct post-service evaluations to identify successful and unsuccessful elements.
• Responsible for sending the client satisfaction survey regarding the service.

Solutions

Team and Training

Collaborate within Omega’s Community of Practice, sharing knowledge.

Experience / Skills

What do we offer

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI.

Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.

With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.

We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.

Client satisfaction is at our core (rating : 4.9 / 5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).

At Omega CRM, we believe in growth through people – guided by our values : #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.

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