CRM & Email Marketing Manager

POSITION SUMMARY

The Manager, CRM & Email Marketing will be accountable for delivering on the P&L for the RealTruck Email Marketing program and other remarketing efforts. This position will lead all email strategy development and planning, which includes tracking, reporting, and analyzing all email initiatives and campaigns.

CORE FUNCTIONS

• Responsible for email campaign production, which includes campaign creation, targeting and segmentation, email template design, and deployment.
• Define and lead email marketing strategy and planning, including user journeys, campaign briefs, creative needs and requests, content/campaign calendars, learning agendas, etc.
• Drive implementing and building customer segments and attributes within CDP/CRM platform, with activation strategies across multiple remarketing channels.
• Responsible for developing and executing personalization at scale by leveraging customer data and behavior across all owned channels.
• Lead, mentor and develop a team of CRM and email marketing professionals.
  
  
  
  • Oversee and prioritize projects that achieve key performance goals for the channel.
  • Serve as the liaison between internal team members and external partners to ensure alignment with business and objectives and focus on delivering exceptional results for our business in a high-performing environment.
  • Lead and manage external partners (vendors, agencies consultants) and collaborate with cross functional teams to creatively align strategy and assets.
  
  
  
  
• Establish company-wide email best practices, processes, and guidelines. Ensure the company-wide brand image is enhanced.
  
  
  
  • Maintain brand consistency, utilize modern design templates optimized for conversion, and develop a strategy for keeping content fresh and dynamic.
  
  
  
  
• Responsible for developing the email marketing calendar and overall program analysis (A/B testing, customer behavior, sales lift, list growth, inbox deliverability, subscriber engagement, etc.)
• Own and evaluate the email marketing technology stack and make recommendations for new tools, enhancements, features, etc.
• Establish and report KPIs. Convert data-driven learnings into strategic recommendations that drive program performance.
  
  
  
  • Define and continually monitor and improve email marketing metrics.
  
  
  
  
• Lead data analysis to measure impact, provide key insights, and provide learnings, highlights and actionable next steps to leadership.
• Design and architect email program within ESP (workflow design, data structure, triggered automation, integrations with other technologies, etc.).
• Identify new and innovative ideas to drive email engagement, grow list subscriptions and improve revenue generation through the channel
• Implement and manage email deliverability monitoring, with strategic planning to improve current domain and IP reputation.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• Bachelor's degree in a relevant field is required.
• 7+ years of experience managing B2C email marketing programs with demonstrated revenue growth, including managing teams, which may include 2+ years managing and developing people (internal or external) required.
• Experience managing SMS and browser-based notifications preferred.
• Experience delivering personalized messaging at scale across multiple email marketing campaigns and user journeys.
• Experience utilizing modern enterprise-level Email Service Provider platforms (Iterable, Bronto, Oracle, etc.), Digital Asset Management (DAM) Software, Adobe Creative Suite, Microsoft Office Suite, ESP monitoring tools, and Analytics tools (Google Analytics), etc.
• Experience utilizing CDP or CRM software a plus (Segment, Oracle, Salesforce, etc.).
• Experience utilizing inbox monitoring tools to optimize delivery and placement of sends (ex. Return Path, 250 OK).
• Strong project management background: experience collaborating across multiple departments to execute projects.

Skills, Abilities, and Knowledge

• Demonstrated expertise in email industry best practices, including contact strategies, targeting and segmentation, A/B testing, and analytics.
• Practical knowledge of HTML/CSS/content design and comfort with cross-client email coding best practices.
• Strong quantitative skills and familiarity with web analytics tools.
• Excellent communicator and creative thinker, with an ability to use both data and intuition to inform decisions.
• Strong quantitative skills and familiarity with web analytics tools.
• Highly analytical and able to derive meaning from data through A/B testing and email optimization.
• Demonstrates great attention to detail, process-oriented.
• Excellent presentation, written and verbal communication skills.
• Skilled in Microsoft Office.

Travel

• Minimal travel required; less than 5%.

COMPETENCIES

• Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; commits to long hours of work when necessary to reach goals. Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Quality Management - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

SUPERVISOR RESPONSIBILITIES

• Manager+: Plans, organizes, evaluates, and directs the employees within the department function. Has direct reports.

PHYSICAL REQUIREMENTS

• This position is subject to sedentary work; exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activities

• This position is subject to the following physical activities: talking, hearing, and the use of hands, wrists, or fingers in repetitive motions.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• This position operates in a professional office environment. This role routinely uses standard office equipment.