Salesforce Marketing Cloud Service Lead

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.

This person is responsible for ensuring the service's evolution at all levels, advising all roles involved throughout the different stages of the service, and making sure the team works to meet both client and company expectations regarding service quality and profitability. The Service Lead identifies potential gaps and provides guidance on the best solutions. They are in charge of coordinating all service-related tasks and collaborate closely with the account's Customer Success Manager (CSM).

They work in close collaboration with the team members assigned to the service to ensure that all requirements and deadlines are on track.

Duties And Responsibilities
Projects

• 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

• Support presales activities for assigned accounts: solution design, estimation, planning, and assumptions.
• Identify potential Up- & Cross-Selling opportunities for the account

Team and Training
Collaborate within Omega's Community of Practice, sharing knowledge.

Experience / Skills

• At least 4 years of experience as a Salesforce Consultant or similar role.
• Experience working with Agile methodologies.
• Strong communication and presentation skills
• Intermediate-High Level of English (reading, writing, listening and speaking)

What Do We Offer

• Permanent contract.
• Flexible Schedule. We make it easy. Balance your professional and personal life.
• Certifications plan. Improve your skills and get the official certificate from our main partners.
• Home Office. You decide and we support you.
• Flexible retribution (public transport ticket, Ticket restaurant, …).
• Health insurance.
• OMEGA in action. Our commitment to a better society is not just an intention
• Professional development: Evolve, grow and get where you want to go.

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.