Role Description:

The technical specialist is responsible for understanding business requirements, finding solutions, then design and deliver technical solutions that enable the development of a comprehensive campaign journey as well as utilization of the Marketing Cloud Platform. The new candidate will support a widespan of integration and authentication across multiple platforms, including, but not limited to, customer data platform, marketing cloud, analytics, and other CX and marketing automation tools. In addition, we are looking for a candidate who is passionate about Marketing Technology, self-motivated, detail-oriented, has intellectual curiosity, and contains problem-solving abilities. The successful candidate will be able to communicate and articulate solutions, both written and verbally, in a clear and easy-to-understand way among the internal team and clients.

The candidate will report to the Technical & Solution Lead. Also, the candidate who contains direct experiences with Salesforce Marketing Cloud, Customer 360, or any Saleforce.com is considered preferably.

Role responsibilities:

• Working with Team Lead and Marketing Cloud Consultant in developing solutions by translating business and marketing challenges into well-designed solutions.
• Build custom queries, email templates, AMPScript-based dynamic templates, automation jobs, and configure comprehensive customer journeys.
• Responsible for the iteratively improving Marketing Cloud data model and architecture.
• Extract and understand data relationships from an external system that relate to the Campaign Journey.
• Design data structure, transform, and query data from an external system to work with Marketing Cloud.
• Write SQL query to segmentation, transform, aggregate data for journey entry source and report.
• Plan and design Journey Builder components and implementation.
• Configure Journey Builder according to the solution designed.
• Front-end development building Cloud Pages utilizing HTML, CSS, JavaScript, and AMPScript.
• implementing automated solutions utilizing Marketing Cloud Server-Side JavaScript (SSJS).
• Keep updated on the latest Salesforce technology, new release, changes, community, and roadmap.
• Maintain and document technical processes and marketing automation procedures to business users.
• Collaborate with the internal team to determine how best to implement the solution.
• Escalating technical issues to support team or functions.
• Performs other related duties as assigned or requested.

Qualification & Requirements:

Fundamental Requirements (for freshly-grad)

• Contains Bachelor's degree in computer science, computer engineering, information technology or related field.
• 0-2 years of experience as a Marketing Cloud Administrator and/or Developer.
• Cooperate with team lead estimation effort, developing a plan, and performing tasks according to the plan.
• Ability to work independently within task guidelines established by management.
• Perform work based on defined process and provide feedback on process improvements appropriate.
• Contains a strong knowledge in the area of
• SQL Query, HTML, CSS, and especially Javascript.
• Relational Database, Data Model, Data Management, Data Relationship, Normalization.
• Freshly-grad with proven required skills and a can-do attitude is welcome.

Additional Requirements (for experienced candidates)

• Understanding of Marketing Cloud’s contact data model
• Experience with web service integration (REST/SOAP).
• Experience utilizing Journey Builder with a thorough understanding of Audience Builder configuration
• Understanding the context of complex technology environments and know how to optimize solutions
• Certified in any Salesforce Marketing Cloud is preferred, but not required.
• Containing knowledge of Sales Cloud, Service Cloud, Marketing Cloud is a plus.

Addition information

At OMG, we offer you

• The competitive salary and benefits
• The flexibility of the working environment – home, office, Bangkok, or upcountry – whatever works for you.
• An inspiring position within a growing industry
• An open-minded and constructive culture with a spirit of teamwork.
• Training on any technology platform, skill, methodology, or approach related to work.
• An incredible team full of passionate and compassionate professionals.

About Omega Grit (OMG)

OMEGA GRIT the CUSTOMER EXPERIENCE (CX) & MARTECH SOLUTION CONSULTANT aiming to help our clients transform the way they do business, marketing, as well as managing a seamless one-to-one customer experience driving their brand and business success in a digital world.

At OMEGA GRIT, we believe in making the most out of technology to serve PEOPLE. To deliver as such, we embrace a human-centered design, a data-focused approach, marketing solutions, and automation driving data-driven customer experience and apply our creativity to design business solutions that not only improve customer experience but also bring a positive impact to the business enabled by the right technology and data.

Role Description:

The technical specialist is responsible for understanding business requirements, finding solutions, then design and deliver technical solutions that enable the development of a comprehensive campaign journey as well as utilization of the Marketing Cloud Platform. The new candidate will support a widespan of integration and authentication across multiple platforms, including, but not limited to, customer data platform, marketing cloud, analytics, and other CX and marketing automation tools. In addition, we are looking for a candidate who is passionate about Marketing Technology, self-motivated, detail-oriented, has intellectual curiosity, and contains problem-solving abilities. The successful candidate will be able to communicate and articulate solutions, both written and verbally, in a clear and easy-to-understand way among the internal team and clients.

The candidate will report to the Technical & Solution Lead. Also, the candidate who contains direct experiences with Salesforce Marketing Cloud, Customer 360, or any Saleforce.com is considered preferably.

Role responsibilities:

• Working with Team Lead and Marketing Cloud Consultant in developing solutions by translating business and marketing challenges into well-designed solutions.
• Build custom queries, email templates, AMPScript-based dynamic templates, automation jobs, and configure comprehensive customer journeys.
• Responsible for the iteratively improving Marketing Cloud data model and architecture
• Extract and understand data relationships from an external system that relate to the Campaign Journey.
• Design data structure, transform, and query data from an external system to work with Marketing Cloud.
• Write SQL query to segmentation, transform, aggregate data for journey entry source and report.
• Plan and design Journey Builder components and implementation.
• Configure Journey Builder according to the solution designed.
• Front-end development building Cloud Pages utilizing HTML, CSS, JavaScript, and AMPScript.
• Implementing automated solutions utilizing Marketing Cloud Server-Side JavaScript (SSJS).
• Keep updated on the latest Salesforce technology, new release, changes, community, and roadmap.
• Maintain and document technical processes and marketing automation procedures to business users.
• Collaborate with the internal team to determine how best to implement the solution.
• Escalating technical issues to support team or functions.
• Performs other related duties as assigned or requested.

Qualification & Requirements:

Fundamental Requirements

• Contains Bachelor's degree in computer science, computer engineering, information technology or related field.
• 1-3 years of experience as a Marketing Cloud Administrator and/or Developer.
• Contains a strong knowledge in the area of SQL Query, HTML, CSS, and especially JavaScript.
• Knowledge in Relational Database, Data Model, Data Management, Data Relationship, Normalization.
• Contains understanding of Marketing Cloud’s contact data model
• Obtain direct experience with web service integration (REST/SOAP).
• Contains experience utilizing Journey Builder with a thorough understanding of Audience Builder configuration
• Understand the context of complex technology environments and know how to optimize solutions
• Certified in any Salesforce Marketing Cloud is preferred, but not required.
• Containing knowledge of Sales Cloud, Service Cloud, Marketing Cloud is a plus.
• Cooperate with team lead estimation effort, developing a plan, and performing tasks according to the plan.
• Able to work independently within task guidelines established by management.
• Perform work based on defined process and provide feedback on process improvements appropriate.

Addition information

At OMG, we offer you

• The competitive salary and benefits
• The flexibility of the working environment – home, office, Bangkok, or upcountry – whatever works for you.
• An inspiring position within a growing industry
• An open-minded and constructive culture with a spirit of teamwork.
• Training on any technology platform, skill, methodology, or approach related to work.
• An incredible team full of passionate and compassionate professionals.

About OMEGA GRIT (OMG)

OMEGA GRIT the CUSTOMER EXPERIENCE (CX) & MARTECH SOLUTION CONSULTANT aiming to help our clients transform the way they do business, marketing, as well as managing a seamless one-to-one customer experience driving their brand and business success in a digital world.

At OMEGA GRIT, we believe in making the most out of technology to serve PEOPLE. To deliver as such, we embrace a human-centered design, a data-focused approach, marketing solutions, and automation driving data-driven customer experience and apply our creativity to design business solutions that not only improve customer experience but also bring a positive impact to the business enabled by the right technology and data.

The way we conduct business around the world is fundamentally changing. Leading brands are embracing digital-first encounters with their customers, engaging with users across an increasing number of channels, and harnessing the power of data to create highly-tailored experiences. They’re also innovating on ways to meet their customers with empathy and flexibility, no matter the circumstance.

To learn more about how businesses are optimizing their digital-first experiences, Salesforce Research analyzed data from four different research studies.

Here are the three most revealing takeaways for marketing, commerce and service professionals.

56% of companies expect the majority of their revenue to come from digital channels within the next three years

Digital-first customer engagement is here to stay. Many customers had to adopt online experiences in 2020 out of necessity. Now, many prefer to interact digitally, even as in-person experiences resume. With 68% of customers saying they’ll continue to buy essential goods online after the pandemic, we can anticipate a future that prioritizes digital engagement over brick-and-mortar encounters.

Increased online activity has allowed marketers and customer-service agents to learn more about their audiences, leading to more personalized interactions. This also means that customers have elevated expectations for how brands engage with them, including brands’ ability to innovate and connect in new ways. For instance, 78% of customers say that companies should offer new ways to get existing products or services, such as digital versions of traditionally in-person experiences, while 83% of customers expect flexible shipping and fulfillment options, such as buy-online-pickup-in-store.

To better meet customer expectations, digital leaders are adopting new channels of engagement, like chatbots and self-service tools, which have been classified as “emerging” in recent years. Social media, video, and digital ads have become the three most common means of reaching customers, underlining the value in implementing digital-first marketing toolkits.

86% of customers want more transparency over how personal information is used

Eighty percent of customers say the experience a brand provides is just as important as its products or services. As the world becomes increasingly digital, businesses are seizing new opportunities for capturing insights on customer behavior and preferences. The most innovative digital leaders are harnessing this customer data to provide a consistent, convenient, and empathetic brand experience. But this dependency on data isn’t without its challenges.

As Google, Apple, and others restrict the use of third-party cookies, leaders have to rely more on known digital identities, such as email addresses, social IDs, and transactional data to personalize customer experiences. Marketers are also faced with customer data-privacy concerns. Customers are increasingly demanding more transparency with data use, and only 27% completely understand the way that brands collect, store, and use their data. As a result, over 60% of marketers say they are going above and beyond regulations and standards to protect their customers’ privacy.

83% of marketers say their work will be more technology-driven after the pandemic than before

The pandemic brought on substantial changes in customer engagement, but it also changed how teams and organizations operate. Work-from-home, restricted travel, and insufficient collaboration tools shed light on inefficiencies within organizational structures and processes. More than 50% of service professionals say the pandemic has exposed moderate or greater shortcomings in capabilities including technology, policies and protocol, and staff skill sets.

Digital leaders are rethinking how their organizations utilize technology to operate more efficiently and better meet customer needs. As companies embrace digital-first strategies, this means that marketers are reevaluating the technical skill sets needed to do their jobs, and businesses are rethinking organizational structure to optimize operations.

Reference: https://www.salesforce.com/blog/digital-trends-report/

The pandemic didn’t just disrupt sales. It caused a seismic shift.

Before 2020, sales teams hummed on leads in pipe, one-off sales (digital and in-person), and pipeline velocity. Success metrics, like quotas, reflected these topline goals.

But in the wake of COVID-19, digital adoption soared, pushing widespread remote buying and selling. At the same time, economic strains demanded new revenue streams. So, companies pivoted — hard.

To ensure predictable growth that offered customers digital-first, low-cost entry to products and services, businesses rolled out subscriptions. They also turned their focus to long-term customer success instead of one-off sales, reinvesting in employee retention to ensure there was no gap in customer relationships.

“It was the beginning of a paradigm shift,” said Belal Batrawy, founder of sales company Death to Fluff. “We started moving away from tracking net-new activity and thinking about a longer revenue cycle.” In short, businesses shifted focus to long-term relationships — both with customers and employees.

And to track how successful they are at building these relationships? Well, that requires new sales metrics.

New sales metrics take the spotlight

While topline figures are still important for mapping short-term forecasts, those that measure longer-term value are increasingly top of mind for sales leaders. The most important ones are recurring revenue, customer lifetime value, customer retention, early warning signs, and employee retention.

Here’s the “what” and the “why” of these sales metrics in detail:

1. Recurring revenue

What is it? The most common type of recurring revenue is a subscription. Using this model, companies charge customers for access to features of a product or levels of service for a set period of time, typically monthly or yearly.

Other recurring revenue models include leases, affiliate sales, and ad-based revenue.

How is it measured? Different measures track different models, but all depend on a simple formula:

[Recurring revenue = Active accounts in a period X Cost of good/service]

Annual recurring revenue (ARR) and monthly recurring revenue (MRR) are perhaps the most common measures, but others like annual order value (AOV) and annual contract value (ACV) are also used.

Why does it matter? First, recurring revenue is easily managed digitally, which aligns with the shift to widespread digital adoption of both buyers and sellers. Second, it attracts buyers with lower-cost, incremental spend. Lastly, it generates predictable revenue for sellers — and makes accurate forecasting easier.

Even better, recurring revenue refocuses on customer success over the long term. “Companies are looking at how their services can ultimately create better long-term outcomes for customers,” explained Salesforce Senior Director of Growth Strategy Heather Unruh. “That means a shift from one-off sales to subscriptions and complementary products that deliver an upgraded experience.”

2. Customer lifetime value

What is it? Instead of prioritizing one-off transactional sales, customer lifetime value accounts for all likely customer purchases from a single company based on past purchase behavior.

How is it measured? The basic equation is:

[Customer lifetime value = Average order amount X Average purchases/year X Average retention time in years]

This can change based on shifts in product offerings, like one-off sales to subscription products. Ultimately, however, you should account for all likely revenue from each customer over the course of their relationship with your company.

For example, instead of focusing only on revenue per available room, a hotel chain would likely look at the buying behavior of customers in their loyalty program. They could calculate lifetime value based on reservations and purchase patterns on property, like drinks at the hotel bar or trips to the spa.

Why does it matter? For sellers, the appeal of maximizing customer lifetime value is business resilience, fueled by steady revenue. While prospecting and one-off sales will never go away, a bottom line dependent on the consistent purchase behavior of loyal customers means predictable revenue and more accurate forecasting.

3. Customer retention/churn

What is it? Customer retention is the percentage of customers that remain active buyers. Customer churn is the opposite — the rate at which customers stop doing business with you. Both can be used to track the length of a customer’s relationship with a company.

How is it measured? There’s one set of calculations that provides both retention and churn rates. These are typically run monthly or quarterly, but can be run yearly as well. Here are the basic equations:

[Customer churn = (Customer total at end of churn period – Customer total at start of churn period) / Customer total at the start of the churn period X 100)]

[Customer retention = 100 – Customer churn]

Let’s say you have 100 customers at the start of the first quarter and only 90 customers at the end. Here’s how you would calculate churn and retention:

100-90 = 10

10/100 = .1

.1 X 100 = 10% customer churn rate

100-10 = 90% customer retention rate

The ultimate goal for any business is negative churn or positive growth in your customer base.

Why does it matter? Given the fresh emphasis on customer lifetime value, customer retention is key. This replaces transactional customer satisfaction with a renewed focus on long-term relationship-building. As noted above, lifetime value allows for predictable growth and business resilience.

4. Early warning signs

What is it? This measure identifies changes in customer purchase patterns that may indicate waning interest in your products or services — a danger to predictable revenue.

How is it measured? The triggers used for tracking early warning signs depend heavily on your product(s) and normal customer habits, but usually reflect product purchase and use changes. The goal is to identify “red flag” behaviors that, if repeated over the course of a set period of time, will negatively impact revenue.

Back to the hotel example. Let’s say loyal customers stay, on average, three nights and enjoy two drinks at the bar during their stay. If this pattern starts to shift for a loyal customer — the length of stay dips to a day or two, for instance, or bar drinks disappear from room tabs — the hotel can flag these as early warning signs, reach out to pinpoint the reason for the change, and offer discounts, deals, and incentives to encourage renewed loyalty.

Why does it matter? To maximize customer lifetime value, businesses must be keenly focused on customer success. While measures like customer satisfaction can trigger reactive efforts to repair damaged relationships, early warning signs are proactive, allowing businesses to meet the needs of customers before mounting frustration leads to churn.

5. Employee retention/churn

What is it? Much like customer retention, employee retention is paired with churn to gauge staff tenure. Some companies combine this with employee lifetime value, though that’s much harder to gauge as employees can unpredictably change roles or job functions.

How is it measured? This is calculated the same way as customer retention and churn, only with employees and typically over the course of a quarter or year. Here, again, are the equations:

[Employee churn = (Employee total at end of churn period — Employee total at start of churn period) / Employee total at the start of the churn period X 100)]

[Employee retention = 100 – Employee churn]

Why does it matter? Top talent is hard to find. With virtual teams struggling to stay engaged without in-person collaboration, it’s also hard to keep talent on board.

Unruh puts it this way: “It’s really easy [for reps] to pick up and take their skills elsewhere. When they do, companies are left with a customer-rep relationship gap, a loss of institutional knowledge, and the cost of training new talent.”

In this environment, keeping an eye on employee retention — and spending more energy on ensuring employee satisfaction — is key.

What’s next?

In this new digital normal, customers reign. “The future of selling is not just about hitting numbers,” Unruh said. “It’s about customer success.” To make that success possible while ensuring predictable growth, top talent must be secured and recurring revenue models employed. Equally as important, the right metrics need to be tracked to gauge success.

New tools and skills will help you get there. “We need to start thinking about how to combine all customer engagement data and create [CRM] dashboards that show the full picture of success,” Batrawy said.

The next step for companies should be hiring a RevOps person who’s data science-driven, he argues — someone to find the right tools, to build the right dashboards, to showcase the sales metrics that matter. Only when this data is clear can sales leaders craft strategies that lead to growth.

Reference: https://www.salesforce.com/blog/new-sales-metrics/

Focusing on creating a happy customer, we help the business rethink about the way they design their customer interaction, digitize, and transform them.

Based on the emphasis on human-centered design, we help the business redesign the way they engage with their digital customers.

With a data-first approach, we help the business transform its customer’s single source of and optimize personalized experiences in real-time.

Combining our performance-based mindset and our deep understanding in solution, we help the business execute, manage, and optimize their campaign effectively and efficiently.

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