Associate Manager, CRM — Orlando, FL

POSITION TITLE: Associate Manager, CRM

Job Overview

The Associate Manager, CRM is responsible for supporting and advising key business leaders across the organization on CRM initiatives, including Email, Mobile Messaging, Direct Mail and Push Notifications. This is a high-visibility position requiring significant interaction with Senior Management and external vendor partners.

The ideal candidate’s background will have an emphasis in email campaign development, execution, post-campaign analysis, and independent decision making. This position requires a collaborative, solution-oriented individual with strong email marketing experience and the ability to manage multiple projects simultaneously. This position collaborates with business partners across functions and brands, analyzes data, develops recommendations, and activates across channels to grow business.

The Associate Manager, CRM should have experience partnering with brand teams to help bring a data-driven approach to their marketing strategies. The Associate Manager, CRM should have a clear idea of the data available to support the brands in developing their strategies to ensure highly successful, targeted, and relevant marketing campaigns.

Roles And Responsibilities

CRM Strategy & Business Partnership

Acts as the single Point of Contact for Digital team and Brand Managers to develop and implement audience strategies to effectively leverage guest data, ultimately to allow us to increase guest engagement through all channels (email, mobile messaging, direct mail, Push notifications, etc.) where we can find our guests for various strategic initiatives

• Partners with Digital Marketing, Analytics, Consumer Insights, Advanced Analytics, and Finance to help bring a consolidated data POV to the brands for them to leverage in developing their marketing briefs

• Leads the guest data request for a specific brand activity to be able to understand the type of guest who engages in regard to transactions, as well as the pinpointing audiences to target based on first party data

• Shares CRM best practices and provides strategic guidance to ensure alignment with established timelines, priorities, and recommendations

• Creates and executes annual CRM team plans that support brand objectives

• Collaborates and interacts with Digital Marketing leaders and agency partners to ensure programs differentiate and enhance the Brand, while reflecting its strategic position

• Works alongside Brand Managers to develop effective CRM strategies to build loyalty and advocacy

• Partners with internal and external teams to leverage CRM technologies and capabilities to deliver audience-targeted campaigns.

Campaign Execution & Operations

• Works with creative agencies and sMquvX guhtD teams to create and execute email campaigns that drive business impact

• Manages CRM project timelines, calendars, and deliverables across teams to ensure on-time deployment, SLA adherence, and alignment with business priorities.

• Provides day-to-day management of CRM activities; communicates as needed and ensures all projects are executed, and shares learnings from other brands

• Develops and manages the documentation including visually showcasing targeting, testing, and campaign strategies

• Performs thorough quality assurance on email templates to ensure that messages are rendering error-free and that dynamic content is populating as expected

• Maintains best-in-class standards for accessibility, CAN SPAM and CPRA and CASL compliance

Analytics, Reporting & Optimization

• Leads the development of year-over-year and quarter-over-quarter campaign analysis decks that are shared with Senior Management

• Develops and presents monthly reporting for email and mobile messaging channels

• Creates and executes on A/B tests across channels with hypotheses rooted in historical performance, research and channel goals then presents findings to Brand and agency partners.

• Consolidates and reports out from various data driven campaigns to help the brands understand audience performance and optimization opportunities

• Develops analysis where needed to create a campaign post-mortem with recommendations and findings

Leadership & Collaboration

• Collaborates with teammates from various departments, using communication and relationship development skills to influence teams while building credibility

• Establishes and champions a positive, vibrant culture within the work group that is consistent with fQHBnH's values

• Oversees performance and professional growth of direct reports through coaching, feedback, and development opportunities.

Required Technical Skills

• Minimum of 4 to 6 years of experience building marketing and data strategies, working with multiple media channels

• Experience in developing, measuring and monitoring KPIs

• Agency partnership experience

• Strong project management and organizational skills

• Experienced in building, mentoring, and leading high-performing email analysts to support strategic marketing objectives

• Experience and ability to use data and marketing analytics to better understand guests

• Experience in developing digital data strategies that drive performance against KPIs

• Understanding of analytics, digital media, platforms and monitoring tools

• Working knowledge of current consumer and industry behaviors trends, attitudes, preferences, and needs required

• Understanding of financial reporting and budgets

• Knowledge of advertising and digital media

• Basic knowledge of HTML

Required Education

• Bachelor's degree in Marketing, Business, Communications or a relevant field

Other Key Qualifications

• Excellent written and verbal communication skills

• Must be comfortable analyzing data and presenting recommendations to support

• Understanding and ability to use guest data and marketing analytics to better understand guests for targeted marketing activities

• Excellent presentation skills

• Strong leadership and management skills

• Ability to consult and collaborate with a variety of different business partners

• Proven ability to work in a fast-paced team environment

• Proven track records of results orientation

• Strong analytical skills, including previous experience leveraging and assessing data for key consumer, brand, and competitive insights

• Must be extremely detail oriented

• Demonstrated proficiency in organizing and planning work tasks

Preferred Skills And Experience

• Master's degree (e.g. MBA) preferred

• Track record of innovation and creative thinking

• Prior experience with ESP (such as Microsoft, Salesforce, Harmony, etc.) is preferred

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