Jordan Harmon
Westfield,IN
Summary
Ambitious Digital Experience professional with over a decade of expertise in email marketing, customer centric experience management and strategic consulting experience. Brings cross-functional experience across Professional Services, Marketing, Product and Customer Success organizations. A detail-oriented problem solver with strong communication and project management skills, recognized for the ability to handle multiple priorities effectively in fast-paced environments. Known for building strong relationships, driving innovation and leveraging technology to produce impactful business outcomes.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Systems Senior Lead
Salesforce
05.2024 - Current
- Integrated governance principles into Salesforce's distributed email marketing team, ensuring compliance with global standards while fostering innovation and channel growth.
- Drove cross-functional collaboration with legal, compliance, product, engineering and marketing teams to interpret, implement and manage policies that support email marketing objectives while ensuring adherence to global compliance regulations.
- Managed strategic change initiatives, ensured alignment across teams and drove operational efficiency within a globally distributed environment.
- Developed the strategic vision for innovating our audience segmentation practices through integrating Marketing Cloud and Data Cloud, activating Data Cloud segments in Marketing Cloud, ingesting net-new data points to drive both behavior-based and attribute based segments, and developing predictive segments leveraging predictive modeling.
- Facilitated continuous channel improvement through the monitoring and reporting of platform performance. Delivered data-driven insights and curated analytics experiences to stakeholders which enabled them to assess campaign performance, optimize email strategy and ultimately increase marketing driven pipe.
- Established internal email council for ongoing collaboration and information sharing between the various email teams at Salesforce.
Email Experience Manager
Salesforce
05.2021 - 05.2024
- Product Owner of dynamic send engine since launch in June 2022, driving over 40 automated email programs. Managed business priorities, maintained backlog, coordinated PI planning, facilitated architect discussions, and served as liaison between technology and business stakeholders. Broadly communicated releases to boost feature adoption and awareness.
- Managed the email channel experience by consulting with Digital Program Management on email best practices, identified low performing campaigns, suggested methods for optimizing communications and conducted competitive analysis both internally and externally. Responsible for driving look and feel enhancements as well as optimizing global email experience.
- Piloted our first ever email leveraging Data Cloud to drive Customer Health. Collaborated with technical resources to get Customer Success Score data ingested into Data Cloud and activated in Marketing Cloud. The fully dynamic campaign targeted customers with low product adoption and customer expertise signals, which resulted in a 4X increase in the number of accounts with positive signal changes compared to previous months.
- Enhanced reporting and analytics capabilities by spearheading Google Analytics integration, created production monitoring resource for developers, and partnered with Business Intelligence to develop a comprehensive dashboard that includes detailed information we were previously unable to access; such as email engagement at the content block level, position in the email, CTA wording and subject line.
- Established process rigor from intake to execution, worked with partner teams to identify and rectify process gaps. Led our weekly email council which fosters cross-team collaboration on email request prioritization. Encouraged standardization and efficiency over customization and bespoke requests.
- Enforced legal and compliance adherence across the channel. Monitored deliverability, ensured emails, preference center, and landing pages were compliant with GDPR and local laws. Represented CSG in Preference Management and Data Governance conversations.
- Pursued consistent channel innovation by developing Artificial Intelligence use cases and leveraging new technology. Collaborated with Business Technology, Orchestration, Offer Management, Digital Program Management, Content Strategy and more to bring these use cases to fruition.
Senior Deliverability Consultant
Salesforce
08.2019 - 05.2021
- Provided support services to 130+ Salesforce Marketing Cloud clients by offering strategic solutions to help maximize inbox placement and educate on email best practices.
- Diagnosed and troubleshot complex Deliverability issues to increase email campaign efficiency.
- Boosted Gmail Open Rate from 3.2% to 26% and Inbox Placement Rate to 100% for new client, Carnival Corporation, in the midst of their busiest and most profitable time of year by diagnosing and mitigating a chronic Gmail issue.
- Generated recurring dashboards that focused on key performance metrics, presented findings to a non-analytical audience which led to ongoing improvement.
- Streamlined and enhanced the new employee onboarding program by creating a digital learning path which consolidated available resources and materials.
- Restructured Ubisoft's IP infrastructure to better align with internal operations. As a result we could easily identify regional deliverability issues and prevent them from disrupting their ability to deliver mail successfully to other regions. Increased volume sent to China from 53K to 2M and improved delivery rate from 73% to 99%. Open Rates frequently in the 30-40% range, which is exceptionally high for China, a notoriously difficult region to deliver to because of heavy government censorship.
Deliverability Consultant
Salesforce
02.2017 - 08.2019
Associate Deliverability Consultant
Salesforce
01.2015 - 02.2017
Brand and Digital Intern
Salesforce
05.2013 - 08.2013
- Promoted Connections 2014 - a digital marketing conference with a projected 10,000 attendees - by writing five blog posts featured on the corporate blog, constructing an event style guide, and deciding messaging for the event signage.
- Partnered with designers and developers to create promotional materials for the Journey Builder 2.0 product launch, including all content for the Journey Builder Success Guide, advertisements and an infographic used in a direct mail campaign.
Sales and Events Intern
Marriott International, London UK
05.2012 - 07.2012
- Reviewed, completed and filed paperwork, ensured banquet event orders were updated, and utilized the main computer enterprise systems throughout the entire event planning process. Interacted directly with clients and was responsible to pay open invoices.
Education
Bachelor of Science (B.S.) Management - International Business
Purdue University
West Lafayette, IN12-2014
Certification
Salesforce Administrator Certification
Salesforce Certified Marketing Cloud Email Specialist
Agentblazer Champion
Trailhead Doublestar Ranger
Custom Section
Salesforce Indianapolis Women's Network Professional Development and Events Co-lead July 2018 - July 2020
- Conceptualized, organized and executed large and small scale events.
- Managed event logistics with internal stakeholders and vendors, including catering orders, event setup, timeline, guest arrival details, etc.
- Moderated panel discussions and collaborated with Co-Leads to ensure captivating content
- Negotiated contracts and comply with quarterly annual budgets. Decreased Ben Higgin's speaking rate from $20K to $0.
- Created and deployed follow up survey to gauge overall attendee experience and gather constructive feedback.
Integrating Women Leaders Conference Planning Committee Member January 2020 - April 2022
Accelerate Aspiring Leader Program Participant April 2020 - April 2021
Timeline
Systems Senior Lead
Salesforce
05.2024 - Current
Email Experience Manager
Salesforce
05.2021 - 05.2024
Senior Deliverability Consultant
Salesforce
08.2019 - 05.2021
Deliverability Consultant
Salesforce
02.2017 - 08.2019
Associate Deliverability Consultant
Salesforce
01.2015 - 02.2017
Brand and Digital Intern
Salesforce
05.2013 - 08.2013
Sales and Events Intern
Marriott International, London UK
05.2012 - 07.2012
Bachelor of Science (B.S.) Management - International Business
Purdue University
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