Charmaine McDougald

Salesforce Marketing Cloud Engineer with 15+ years across digital marketing, email, and customer communications, including 7+ years designing and leading enterprise-scale Salesforce Marketing Cloud solutions. Deep expertise in Journey Builder, Automation Studio, Marketing Cloud Connect, CDP and API integrations, data modeling, and personalization, combining AMPScript, SQL, SSJS, JavaScript, HTML/CSS, and API development to translate complex business requirements into scalable customer communication solutions. Proven record of platform modernization, distributed-team leadership, deliverability improvement, and a 50% reduction in campaign time-to-market through modular design systems and reusable automation.

Software Engineer, Salesforce Marketing Cloud at Amica Mutual Insurance (2024-01 – 2025-10)

Architected and maintained Salesforce Marketing Cloud infrastructure for a 6.1M+ contact insurance database, integrating Financial Services Cloud through Marketing Cloud Connect and translating cross-functional requirements into scalable automation, personalization, and reporting solutions.

• Reduced campaign time-to-market by 50% by introducing a mobile-first, dark-mode-ready email design system that standardized imagery, color codes, and modular layout specifications across the program.
• Removed 2.2M+ excess contacts from a 6.1M+ database by identifying duplicates, test records, and undeliverable contacts, then engineering no-code filtering logic that eliminated overage charges and enabled long-term data hygiene.
• Built the Advertising Studio program from the ground up and integrated exclusion and inclusion logic with Journey Builder and Automation Studio to power targeted social media campaigns.
• Authored a complete Confluence knowledge base covering workflows, design fundamentals, and reusable automation, replacing outdated consulting artifacts and accelerating onboarding for cross-functional teams.
• Trained marketing teams on Marketing Cloud Intelligence reporting and content block usage while building internal seed lists and alias tracking that improved QA coverage and email client analytics.
• Streamlined intake by designing Jira ticket templates and workflow documentation and delivered custom automation that accelerated recurring monthly tasks and reduced manual overhead.

Manager, Digital Marketing - Salesforce Marketing Cloud at Travel + Leisure Co. (formerly Wyndham Destinations) (2018-02 – 2023-12)

Engineered scalable email infrastructure across two global Salesforce Marketing Cloud instances supporting eight Panorama business units, including RCI and Panorama Travel Solutions. Hired and led three direct reports plus an offshore team of 10 and a regional EMEA team. Owned CDP and API integrations and partnered with external experts to expand technical capability and personalization.

• Led technical architecture and implementation of the Simon Data CDP integration with Salesforce Marketing Cloud, overseeing schema design, API execution, and bidirectional data flows supporting approximately 125 personalized campaigns per month.
• Engineered a dynamic email template engine generating 990+ personalized notifications per member and transaction across 19 languages with right-to-left and left-to-right support using Automation Studio, CloudPages, and Journey Builder.
• Designed modular email design systems for two RCI rebranding initiatives, enabling scalable customization and consistent co-branded experiences across 100+ Panorama Travel Solutions partners.
• Improved Tripbeat Gmail deliverability from 5% to 80%+ by partnering with marketing on sender reputation, authentication, and engagement-based list hygiene.
• Refactored legacy code and automated workflows to reduce manual effort and improve campaign agility while delivering advanced segmentation through AMPScript, SQL, JavaScript, Python, and Liquid.
• Implemented Litmus and Taxi for Email to improve QA and design consistency and created SLAs, training videos, and digital libraries that scaled onboarding, mentorship, and cross-team knowledge sharing.

Digital Media Marketing & Ad Coordinator at Northstar Travel Group (2008-06 – 2018-04)

Managed digital advertising and email marketing initiatives across five major travel and tourism publications, contributing to more than $1M in departmental revenue. Built and deployed e-newsletters, promotional emails, and web campaigns while maintaining subscriber databases, segmenting audiences, and validating QA across deliverables.

• Produced 17 weekly e-newsletters and 15+ recurring email campaigns across multiple brands, maintaining schedule integrity and quality through standardized scheduling protocols.
• Coordinated production and development teams to launch and relaunch four corporate websites and led the ad platform migration from AppNexus to DoubleClick for Publishers, improving reporting accuracy across marketing and analytics teams.

Master of Business Administration (MBA) – Keller Graduate School of Management, DeVry University (2024)

Bachelor of Science in Computer Information Systems, Front-End Development Concentration – DeVry University

Certificate in Network & System Administration – Chubb Institute