Salesforce Marketing Cloud Senior Customer Relationship Manager

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition : 19049

Employment Type: Full Time

Job Category: Marketing

Work Location: Davidson, NC (CSC)

The Salesforce Marketing Cloud Senior Customer Relationship Manager is the functional owner of the Salesforce Marketing Cloud platform with day-to-day responsibilities rooted in campaign strategy, managing the SFMC environment, data governance and cross‑functional communication to execute our customer relationship management strategy. This role is critical in driving B2B engagement, lead generation, and revenue growth through personalized, automated, and high‑performing email and digital campaigns.

The ideal candidate will have a strong background in CRM strategy, marketing automation, and analytics, with a passion for delivering measurable results.

• Serve as the functional owner, executor and manager of the Salesforce Marketing Cloud (SFMC) platform, automations, synchronizations, data hygiene, access, security, release management, error monitoring, and troubleshooting.
• Consult with IT and data governance teams on core CRM within Sales Cloud, API management, integrations, data architecture and strategy inbound and outbound of Marketing Cloud.
• Design, build & execute highly complex, cross‑channel customer lifecycle strategies ensuring alignment with business goals and KPI’s.
• Collaborate with Marketing partners, Category, Sales, and IT to translate business objectives into Sales Enablement, CRM, ABM and GTM strategies that drive e‑commerce revenue, support destination SKU growth, and enhance the user experience.
• Own and optimize key performance indicators (KPIs) related to customer retention, reactivation, customer lifetime value (CLV), and campaign ROI modeling.
• Leverage customer data, predictive analytics, and segmentation to inform targeting, messaging, testing, and personalization strategies, using tools such as SQL, AMPscript, and Einstein AI.
• Provide governance and compliance leadership for Marketing CRM data and processes, ensuring adherence to privacy regulations (e.g., CAN‑SPAM, GDPR), data quality standards, and internal audit requirements.
• Participate in Marketing CRM innovation and vendor strategy, including the evaluation and implementation of new tools, engines, and platforms to enhance campaign performance and operational efficiency.
• Champion personalization and content automation innovation, including digital dynamic content, AI‑driven personalization, and modular content systems to scale relevant messaging across segments.
• Provide mentorship and potential team leadership, supporting the development of team members as the team scales.
• Maintain expertise in marketing automation best practices and emerging technologies, incorporating them into Marketing CRM strategy and execution.
• Ensure the timeliness, accuracy, and quality of all CRM deliverables.
• Foster the MSC Culture throughout the department and company to ensure fulfillment of MSC’s vision and unity of purpose.
• Participate in special projects and perform additional duties as required.

What You Need:

• Bachelor’s degree in marketing, Computer Science or related field or the equivalent relevant work experience required
• Minimum of five years of experience in CRM, lifecycle marketing and marketing automation preferably in B2B
• Technical proficiency in Salesforce Marketing Cloud and working knowledge of Sales Cloud
• Strong understanding of data architecture, SQL, AMPscript, and API integrations
• Practical experience in Agile methodologies required
• Proven track record of managing complex Marketing CRM programs and driving measurable business outcomes
• Strong analytical…