Salesforce Loyalty Cloud Architect

Qualifications

• Salesforce & Loyalty Domain
  • Deep expertise in Salesforce Loyalty Cloud: program design (tiers, currencies, accrual/redemption rules, member profiling), benefit catalogs, promotions, vouchers, points expiration, partner programs, and liability tracking.
  • Financial Services context: familiarity with credit union products (shares/checking, savings, CDs, HELOC, auto loans, mortgages, credit cards), regulatory constraints (UDAAP safe benefits, fair lending sensitivity in targeting), and KPIs (engagement rate, redemption rate, CLV, NPS).
  • Salesforce Core & Clouds:
    • FSC data model alignment (Persons, Households/Relationships, Financial Accounts, Card/Loan objects) to loyalty member profiles and segments.
  • Experience Cloud member portal/app surfacing loyalty dashboards, status, offers, and rewards history.
  • Marketing Cloud/Engagement + Personalization (Interaction Studio) or Data Cloud for segmentation, decisioning, and triggered journeys (earn/burn confirmations, targeted cross sell).
  • Service Cloud case flows for points disputes, manual adjustments, partner redemptions, and loyalty SLAs.
  • Mobile & Web: designing mobile ready loyalty experiences (in app wallets, push, deep links, QR/barcode redemption, Apple/Google Wallet passes), and API first components for web/mWeb.
  • Integration & Data:
    • Real time and batch integrations with core banking, cards, merchant partners, and payment rails (earn on spend, ACH/card events).
    • Event driven patterns (Platform Events/Change Data Capture), MDM/Golden Member, and Data Cloud harmonization.
    • Offer decisioning via rules engines (Flow, Apex, Decision Tables) and/or external decisioning platforms.
  • Security, Risk & Compliance:
    • SSO/OAuth, consent & preference management, audit trails, data residency, encryption at rest/in transit, PII minimization, SOC2 aligned controls.
  • App Store privacy manifests and secure mobile SDK usage for loyalty features.
  • Architecture & Delivery
    • Reference architecture for Loyalty Cloud + FSC + Experience Cloud + Marketing/Data Cloud, including environments, release strategy, and non prod data hygiene.
    • Solution design: ERD extensions, sharing model, multi currency, record triggered automation vs. Apex, error handling, resiliency.
    • Scalability & Observability: async processing (Platform Events/Queueables/Batch), telemetry (Event Monitoring, logs), and performance budgets for high volume accrual/redemption.
    • Automation & Dev Ops:
      Git based branching, SFDX, unlocked packages, scratch orgs, CI/CD (Git Hub Actions/Azure Dev Ops/Jenkins), static code analysis, test automation coverage targets.

• Own the end to end loyalty architecture for a credit union context: define the target state and incremental roadmap aligned to business OKRs (adoption, active members, redemption %, partner earn).
• Design loyalty programs (tiers, point economics, earn/burn rules, multipliers, partner catalogs, expirations), ensuring financial liability modeling and reconciliation with Finance.
• Model the member 360: map Loyalty Member to FSC Person/Household, unify identity across online banking, mobile, and contact center; establish golden keys and consent alignment.
• Integrate with core and partners: orchestrate accrual events from card/core systems, build redemption APIs and POS integrations, and manage partner onboarding (data contracts, SLAs).
• Enable digital channels: craft Experience Cloud components and mobile friendly loyalty UI; define push/email/SMS journeys via Marketing Cloud/Engagement and Data Cloud segments.
• Govern data & privacy: implement role based access, consent capture, data retention, and secure sharing for rewards history and behavioral data.
• Operationalize the platform: establish monitoring, alerts, and playbooks for accrual failures, duplicate redemptions, balance mismatches, and partner outage handling.
• Lead delivery: produce Solution/Sequence diagrams, integration specs, data contracts, and test strategies; guide Admins/Developers/QA; conduct design reviews and readiness checks.
• Stakeholder engagement: collaborate with Product, Marketing, Member Services, Risk/Compliance, and Legal to ensure compliant experiences and successful partner campaigns.
• Measure impact: define analytics for offer lift, breakage, cost per point, partner contribution, and member LTV; feed insights back into decisioning and tiers.

Salary Range - $130,000-$160,000 a year