Application Support Analyst – Salesforce Marketing Cloud

About Merkle
Merkle, a dentsu company, powers the experience economy. For more than 35 years, the company has put people at the heart of its approach to digital business transformation. As the only integrated experience consultancy in the world with a heritage in data science and business performance, Merkle delivers holistic, end-to-end experiences that drive growth, engagement, and loyalty. Merkle’s expertise has earned recognition as a “Leader” by top industry analyst firms, in categories such as digital transformation and commerce, experience design, engineering and technology integration, digital marketing, data science, CRM and loyalty, and customer data management. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC.
We’re hiring for a Application Support Analyst   as part of Merkle in Barcelona.

Job Description:

We are seeking a motivated and experienced Application Support Analyst with a strong background in Salesforce Marketing Cloud to join our dynamic application support team. Our team is focused on supporting a range of marketing automation platforms, including Adobe Campaign Classic, Salesforce Marketing Cloud, Braze, Bloomreach, and others. 

As a key member of our support team, you will play a crucial role in ensuring the effective and efficient operation of our marketing automation platforms. You will work closely with clients and internal teams to manage platform issues, improve processes, and contribute to the overall success of our service delivery. 

Key Responsibilities: 

Platform Support and Issue Resolution: 

• Manage, own, and resolve platform issues related to Salesforce Marketing Cloud and other marketing automation tools within agreed Service Level Agreements (SLAs). 

• Provide second-line support for complex technical issues, ensuring timely and effective solutions. 

• Collaborate with internal teams and third-party vendors to escalate and resolve critical issues. 

Client Communication and Relationship Management: 

• Build and maintain strong relationships with clients at all stakeholder levels, ensuring high levels of client satisfaction. 

Process Improvement and Documentation: 

• Document processes, guidelines, and standards to support knowledge sharing and team development. 

Reporting and Analytics: 

• Create and distribute client reporting on a weekly, monthly, and quarterly basis, providing insights into service performance and areas for improvement. 

Platform Administration and User Management: 

• Administer users within Salesforce Marketing Cloud and other supported platforms, managing permissions and ensuring security protocols are followed. 

• Stay up-to-date with the latest features and updates in Salesforce Marketing Cloud to provide informed support and recommendations. 

Qualifications

Necessary Requirements:

Experience and Skills:

• 3 years of hands-on experience with Salesforce Marketing Cloud, mastering its various modules like Email Studio, Automation Studio, and Journey Builder.

• Proficiency in SQL, AMPscript, and automation workflows within Salesforce Marketing Cloud.

Desirable Requirements:

• Familiarity with other marketing automation tools such as Adobe Campaign Classic, Adobe Campaign Standard, and Braze.

A few of the benefits 

Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too 

• Attractive and great compensation package 

• Flexible work schedule #LI-Hybrid 

• Spanish/English lessons 

• Free life and health insurance 

• Career development through Dentsu University and LinkedIn Learning 

• Day off on your birthday 

• Annual wellness days 

• Merkle Care Employee Assistance Program 

• Merkle Benefits Club 

• Reduced fee in Andjoy 

• 2 volunteering days per annum 

• Flexible salary remuneration scheme 

Inclusion and Diversity 

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners, and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds, and cultures. 

About dentsu 

Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society. 

Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive. 

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams. 

Location:

Barcelona

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent