MANAGER, EMAIL & SMS MARKETING

About the Role

Key Responsibilities

• Lead scalability and efficiency improvements in our email/SMS program to 2X the personalization of our communications through segmented and targeted messaging.
• Identify gaps across our email/SMS customer journey and develop trigger-based engagement points that improve customer experience across onboarding, activation, product adoption, and more.
• Become an expert in our Email & SMS Service Provider technology to execute on all mission critical functions.
• Ensure the email/SMS program is delivering on company's strategic pillars and growing engagement within priority customer segments.
• Help foster growth and success in the email coordination team through training and support on infrastructure and processes.
• Analyze CRM data and translate insights into actionable strategies for email and SMS, ensuring the delivery of personalized, innovative experiences that support business objectives.
• Partner with leadership and CRM analysts to expand data and technology capabilities for more granular targeting and segmentation using multiple data sources.
• Structure and oversee data-driven projects to understand customer behavior and create strategies that drive customer acquisition, retention, and lifetime value (LTV).
• Lead and manage relationships with all email and SMS vendor partners, including overseeing services and identifying opportunities to further leverage support capabilities.
• Lead the email/SMS planning process by collaborating with different marketing teams to conceptualize and design campaigns.
• Improve the email/SMS planning process in collaboration with the integrated planning function to move from a reactive to proactive planning approach.
• Develop data-driven hypotheses, conduct A/B testing to validate, analyze campaign performance, and continually optimize strategies.
• Provide industry intelligence and competitive insights, including competitor strategies, new engagement opportunities, and understanding barriers and drivers of engagement.
• Synthesize ongoing learnings and insights and present actionable recommendations to marketing team and partners.
• Partner with the IT CRM team to enhance business rules and data capabilities to optimize segmentation and targeting.
• Collaborate with teams across the business to build and execute a customer lifecycle strategy across email and SMS.

Requirements

• BA/BS degree, preferably in Marketing, Communications, or a related field.
• Minimum 5 years' experience in marketing automation, with a strong background in both email and SMS marketing platforms.
• Proven ability to learn new technologies quickly and maximize their value, specifically within marketing and CRM platforms.
• Extensive experience in data management, especially for customer segmentation and reporting to support complex business rules.
• Proven success in segmentation, targeting, and personalization strategies to drive campaign success across email and SMS.
• Strong analytical mindset with the ability to turn data into actionable insights.
• Excellent written and verbal communication skills for reporting, presentations, and cross-departmental alignment.
• Highly self-sufficient, results-oriented, and able to work effectively under pressure and tight deadlines.
• A positive, collaborative attitude with the flexibility to adapt to change and continuously seek innovative solutions.