Salesforce Loyalty Cloud Architect
Must Have Technical/Functional Skills 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 & DevOps: Git based branching, SFDX, unlocked packages, scratch orgs, CI/CD (GitHub Actions/Azure DevOps/Jenkins), static code analysis, test automation coverage t argets.
Roles & Responsibilities • 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 #LI-OJ1
Must Have Technical/Functional Skills 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 & DevOps: Git based branching, SFDX, unlocked packages, scratch orgs, CI/CD (GitHub Actions/Azure DevOps/Jenkins), static code analysis, test automation coverage t argets.
Roles & Responsibilities • 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 #LI-OJ1