Reporting to the Director, DTC Subscriber Growth, the Manager of Lifecycle Marketing and CRM will join a growing team tasked with the marketing launch and growth of MS NOW’s new-to-market subscription experience. This position will develop the cross-channel user journeys and lifecycle marketing framework to acquire, onboard, and retain our customers. The Lifecycle Marketing and CRM Manager will establish best practices for growing the database, partner cross-functionally on a shared lifecycle framework and segmentation strategy, determine workflows and roles and responsibilities across teams and tools, and build/deploy promotional, lifecycle and transactional campaigns across email, web, in-app, and SMS.

This position is ideal for someone who already has executional, hands-on keyboard CRM expertise and is looking to expand their scope of influence by shaping our customer engagement strategy as we go-to-market and build a new CRM capability. 

Responsibilities

• Ideate, build, deploy, and optimize automated lifecycle campaigns across email, push notifications, in-app messaging, and SMS
• Use customer and behavioral data to deploy highly personalized and scalable campaigns across channels
• Partner closely with Digital Programming and Editorial teams to align on shared audience segments, frequency capping, engagement strategies and consistent branding/creative across CRM channels
• Utilize email best practices to maximize email delivery, responsiveness across devices, and rendering across email clients
• Deploy promotional and transactional comms through CRM channels
• Establish the workflows and MarTech needs required for campaign orchestration, segmentation, and personalization
• Lead A/B testing and experimentation across all CRM channels
• Partner with Product team on implementing best practices for capturing customer data and growing the database (app onboarding, registration flows, newsletter acquisition, events, et al.)
• Regularly monitor and report on channel health metrics and campaign insights
• Liaise with Partnerships and Ad Sales teams to implement contractual requirements and sponsorships impacting CRM channels
• Assess 3rd party platforms and technologies for advanced personalization, automation, and testing