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As the SFMC Technical Lead you will specialise in providing technical expertise around systems integration, both within the internal architectural systems network and our 3^rd party platform vendors to support our digital customer engagement platforms (Salesforce Marketing Cloud and Whispir). This role enables the team to deliver our commercial and strategic priorities, primarily our Enterprise Notifications Service  (parcel notifications) and Marketing campaigns across email and SMS channels. This person is responsible for the solutions design and implementation of Salesforce Marketing Cloud used for both Marketing and non-Marketing engagement, working closely with Enterprise Notifications Service teams, Tibco CCS/Integrations, Salesforce CRM, ISO and Security, BG&I, Marketing, Online Shop, Salesforce Marketing Cloud partners (IVE Group) and 3rd party platform vendors. This position is responsible for platform performance, ensuring our parcel notifications reach all customers within the expected SLAs. They take the lead when investigating and resolving critical incidences that occur (including P1,P2s) to ensure business continuity and minimise customer impact, and provide the Digital Engagement Platforms team with essential technical support including HTML coding, AMP script language, and automated customer journeys.

Major Accountabilities: 

Technical programs of work and platform excellence

• Lead in technical programs of work or initiatives that are essential to enabling and/or maintaining optimum platform performance and usage
• Includes platform updates and/or migration work that are planned or essential to running our digital engagement platforms. eg: API updates, data and configuration migration of vendors should they be changed
• Manage onboarding of new engagement platforms in collaboration with vendor and/or third-party agency resources
• Ensure platform performance is providing on-time and successful delivery of our parcel notifications and marketing campaigns
• Work with our engineers to optimise sending of transactional and promotional messages
• Work with integrated upstream systems to manage high volume messages whilst maintaining platform throughput
• Engage with any other technical partners or platforms such as messaging aggregators to ensure SMS delivery
• Implement IP management processes to ensure highest inbox placement and maintenance of IP reputation score
• Manage and configure as required: domains, certificates (eg API, SSL), Sender profiles, endpoints, Multi-Factor Authentication.
• Is the subject matter expert for incident management and resolution for a) Salesforce Marketing Cloud; b) Other engagement platform chosen by the business in future; c) integrated messaging gateways.
• Utilise and leverage existing technology, assets and resources to extract maximum value from platform and service offerings 
• Enhance organisational maturity around platform accessibility, ensuring strong compliance to WCAG 2.0 AA standards.
• Troubleshoot technical issues related to HTML templates, and other aspects of email execution, as required.
• Work with the data team to maintain data practices and integrity across standard campaigns and A/B testing opportunities.
• Develop and support cross-enterprise technology governance forums, including Salesforce Marketing Cloud and others, whilst building and following processes to ensure good platform health and up-keeping.
• Develop, maintain and provide specialised knowledge on industry best practice processes, systems and standards drawing from relationships with key individuals and organisations in the industry.
• Provide technical support across the Digital Engagement Platforms team and wider team such as Automation & Journey review and Quality Assurance checks, AMPScript development, JSON, and SQL queries.

Essential Experience:

• 3+ years’ experience working within a Digital Engagement Platforms function responsible for platforms integration and management experience including knowledge solution design, endpoint management for REST or SOAP APIs and other data integrations.
• Robust understanding of current MarTech platforms, vendors, emerging practices, market trends and competitive landscape
• Extensive experience implementing automated marketing programs (B2B and/or B2C) 
• Experience utilising a top tier marketing automation / customer engagement platform eg Salesforce Marketing Cloud, Adobe, Braze, Marketo 
• Intermediate HTML skills building eDM campaigns & CloudPages
• Intermediate scripting experience eg: AMPScript, SQL

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au