Position Description

Job Title: Senior Manager, Customer Lifecycle Marketing

General Description:

This role is responsible for managing the customer relationship through the development and execution of Omni-channel, Customer Lifecycle (CLC) direct marketing strategies that profitably drive customer acquisition, retention and reactivation, while maximizing operational efficiency and company growth.

Core Duties and Responsibilities:

Manage planning, development and execution for CLC direct marketing programs, including testing, segmentation, personalization and contact strategy, cross multiple channels (direct mail, catalogs, space ads, email, web banners, landing pages, video and digital advertising)
Accountable for flawless, on-time execution of marketing plans, staying within budget, while meeting/ exceeding goals
Create and write strategic marketing plans, business requirement documents and creative briefs to ensure that CLC programs provide a seamless customer experience across both online and offline channels
Create and manage a meticulously scheduled, data-driven testing plan designed to drive continual improvement; perform ad hoc analysis as needed
Identify, apply and champion best practices to rapidly test, measure and analyze; suggest/ implement improvements, while ensuring brand integrity and operational efficiency
Partner with Marketing Analytics to establish KPI’s and performance dashboards; analyze campaign results and continuously refine strategies based on customer behavior to gain competitive advantage
Summarize analytics and present post mortem performance on CLC programs to Sr. Management, providing thought leadership on testing and optimization recommendations
Lead cross functional teams of marketing stakeholders (creative, marketing operations, digital), and internal departments around marketing CLC programs to ensure operational feasibility, as well as timely, accurate execution of integrated marketing plans across all channels
Manage external vendors, negotiate costs, and maintain schedules to help guarantee precise execution of marketing tactics within budget
Plan and execute research initiatives, including online surveys; leverage key insights to improve marketing initiatives
Maximize team performance by fostering and supporting a collaborative environment
Ensure that team priorities are clear and being acted upon with a sense of urgency
Regular onsite attendance is an essential function of this position
Additional duties as needed

Position Requirements:

Bachelor’s degree (MBA preferred) in Marketing, Business, Communications or related field
Minimum of 8-10 years’ experience in customer lifecycle, CRM management or engagement campaigns in a fast-paced organization
Experience in B2C retail, packaged goods company
Proven project management with the ability to develop and manage simultaneous projects and write project plans and business requirement documents (BRDs)
Strong understanding of consumer customer segmentation and direct marketing offer testing principles with demonstrated application of both to deliver incremental sales and profit
Analytical mindset with experience in developing reports, and culling relevant insights from data into business recommendations
Knowledge of operational execution and best practices for both digital (email, web, social) and print communications (direct mail)
Supervisory role in current or past position, with proven managerial skills to lead and grow direct reports
Excellent knowledge of print production, letter shop/ mailing service, and postal regulations
Results orientated and ability to anticipate needs, innovate and flourish in a fast-paced environment
Strong oral and written communication skills
Team oriented, consensus building
Proficient in MS Office
Self-disciplined and self-motivated
Attention to detail