Manager - Customer Marketing Operations [T500-9899]

PURPOSE OF THE POSITION

The Customer Marketing Operations Manager will be responsible for building overarching campaign programming and automation strategies to drive customer engagement through owned channels. This includes the execution, production and development of email, SMS, and push marketing efforts, including promotional, transactional and lifecycle development. The ideal candidate should have extensive marketing automation experience with a passion for digital marketing through email and content. This position will facilitate and collaborate with our internal brand/customer marketing strategy teams and agency partners. This position will align closely with our IT team to ensure flawless execution of our programs to customers throughout their purchasing journey at scale.

RESPONSIBILITIES

• Power user of Salesforce Marketing Cloud to build and execute programs from the ground up; comfortable leveraging Customer Data Platform (CDP) for customer segmentation.
• Lead the execution of the email marketing + mobile (text/SMS, push) messaging program to drive revenue growth and channel effectiveness while maintaining a focus on customer experience, compliance, and brand health.
• Maintain marketing automation integrations and assist in the integration of additional platforms into the marketing automation software.
• Create workflows and processes in support of strategies, concisely communicating approach and goals; Consult on messaging tactics including channel(s), content, formats, timing and cadence.
• Implement dynamic content within email creative to drive personalization at scale, using tools such as a CDP (mParticle) and Salesforce Marketing Cloud.
• Use CDP/CRM data and other 1st party customer data to identify opportunities for improved segmentation, personalization, and journey building within all communications.
• Understand and evaluate campaign metrics and distribute campaign performance to the marketing team.
• Work with management to define KPIs, create reporting, analyze campaign performance. Create recommendations to improve campaigns continuously.
• Manage marketing automation efforts and processes, proactively researching and implementing the latest best practices, strategies, and industry standards.
• Plan and perform A/B testing to define and execute enhancements to productivity and programs/campaigns.
• Partner with email agency to maximize benefit from existing tech stack and capabilities within Salesforce Marketing Cloud and recommend third-party partners or vendors where necessary to expand brand strategy.
• Constantly evolve business processes tied to marketing systems to efficiently implement and execute uniform ways of working across the portfolio.
• Understand data flows across multiple marketing technologies to create real-time experiences across key customer segments. Ensure data flows are properly scoped, deployed and operationalized in support of business requirements.

EDUCATION QUALIFICATION

Required Minimum: Bachelor’s degree

EXPERIENCE QUALIFICATION

• 5+ years of email marketing experience
• 5+ years of HTML knowledge specific to email and ability to code templates, revise modular layouts and provide both strategic and technical direction.
• 3+ years SQL logic expressions for building queries and hyper-segmentation
• 5+ years of Salesforce Marketing Cloud experience creating automations, journey builder and triggered sends

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Experience managing projects or project work streams and autonomously as an individual contributor.
• Ability to interpret and explain complex information to a range of audiences and build consensus among different stakeholders.
• Strong quantitative, technical, analytical, problem-solving, writing and presentation skills.
• Ability to provide direction, and mentor less experienced teammates.
• Ability to balance multiple priorities and meet project deadlines.
• Excellent oral and written communication skills
• Detail-oriented and performance focused+
• Ability to influence others.
• Ability to solve problems both independently and as part of a team through a structured approach.
• Self-starter personality who can operate with minimal supervision.
• Availability to travel 1-2x a year to the U.S. to work with U.S. based team members.