Manager, CRM

We are looking for a Manager, CRM. The Manager, CRM is a strategic marketer who develops and optimizes CRM strategies and manages the end-to-end email production processes, campaign optimization, and reporting for the agency’s growing CRM practice. You'll support performance, engagement, and retention efforts, and have a direct impact on our clients’ growth and revenue goals. The role requires a combination of creativity and strategic thinking, as well as strong analytical, technical, and organizational skills – ideal for someone who understands “big picture” problems and can help stakeholders think through the art of the possible, guiding partners to the right solution. This is a key role for a Strategic Marketer to develop and optimize CRM strategies that drive business results and revenue, with a focus on our consumer Email, App and SMS digital marketing channels.

Responsibilities:

• Manage the CRM functions for a portfolio of leading brands, developing strategies to engage with customers in email and mobile marketing
• Manage the end-to-end email production process for many of our client email deployments within ESP platforms
• Develop documentation and road maps to accelerate and advance CRM: for processes and methodologies, KPIs, test plans and email campaigns
• Provide guidance on best practices, marketing automation and campaign planning
• Develop and oversee email personalization and segmentation strategies
• Create and execute data-driven, segmented, dynamic campaigns delivered to the right people at the right time
• Plan and maintain the email promotional calendar with stakeholders, ensuring timely delivery of flawless campaigns
• Work closely with our nearshore and offshore email services and production resources to coordinate the on-time delivery of campaigns
• Manage email-reporting dashboards, monitor trends, share actionable insights, and make recommendations based on results
• Monitor daily program automations and data processes, troubleshooting when necessary
• Collaborate with internal teams, running QA to test email assets across environments
• Manage the setup and monitoring of ad hoc, triggered, and transactional programs, including optimization of existing programs and development of new programs
• Prepare variations for A/B testing and execute test plans
• Format and import prospects lists; query and build segment audiences in the database/platform
• Test templates for deliverability and visual quality across a variety of email clients
• Stay current on email marketing best practices and share learnings and insights regularly with the broader marketing team
• Analyze marketing efforts from both a qualitative & quantitative perspective
• Monitor and share learnings to help ensure we are achieving our planned goals

Requirements:

• 3+ years’ experience in a direct-to-consumer CRM role required (in-house or agency-side), with hands-on email marketing experience
• Experience working with various ESPs and CRM/Marketing programs to help design and build batch & blast and automated/triggered marketing campaigns and journeys
• Expert user of CRM platforms such as Salesforce/ExactTarget, Braze and/or Adobe Campaign to build automated customer journeys and bulk campaigns
• Familiarity with Movable Ink, Coherent Path or other personalization martech a plus
• Proficient in A/B testing, optimization methodologies, analyzing data and creating insights that inform business strategy
• Working knowledge of HTML, CSS, AMPScript and/or basic SQL
• Familiarity BI data visualization tools (Tableau, etc.), Google Analytics a plus
• Knowledge of email industry best practices for data hygiene, targeting and segmentation, and testing principles
• Excellent project management, direct marketing, and analytical skills
• Excellent written communication and presentation skills
• Bachelor’s Degree required - emphasis in Marketing, Analytics, or related field