Looking for an experienced Salesforce Loyalty Management Cloud Architect to design and implement large-scale, end-to-end loyalty solutions within the Salesforce ecosystem. You'll play a key role in creating seamless customer experiences by integrating Loyalty Management Cloud with Salesforce Marketing Cloud, Data Cloud, and external business systems.
Key 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.Requirements:
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. Salesforce Core & Clouds: Sales and Service 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. 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 targets Read Less