Customer Relationship Marketing Specialist

Overview

The CRM Specialist will lead marketing efforts focused on better retaining and engaging our customers (consumer and enterprise). At the core, your responsibilities include executing the development and enhancement of the user lifecycle marketing program focused on increasing leads, improving conversion, and driving retention and LTV. You will serve as a customer advocate who helps deliver enhanced measurement and continuous improvement of customer satisfaction and loyalty. This role requires strong emphasis on deep-dive marketing analytics and the ability to thrive in cross-functional environments as well as a firm understanding of email marketing best practices.

This role demands a strong combination of analytics and creative thought. You will focus on influencing profitable growth identifying programs to acquire new customers, as well as retain and reactivate existing ones to drive loyalty and lifetime value. In this role, you will apply a data driven approach to define how we interact and engage with customers, collaborate with the development teams to create effective customer touch points, and work with the creative teams to develop brand messaging for each channel.

This job can be remote (anywhere in the US) or from our headquarters in Portland, Oregon.

Responsibilities

• Execute marketing campaigns and programs focused on acquiring, converting, and retaining customers. Partner with critical internal stakeholders to execute strategies that are multi-channel, integrated, and reflect audience insights.
• Develop, execute & manage creative and data-driven, cross-channel marketing campaigns (Email, Push etc.).
• Develop a deep understanding of our customers, including developing customer segmentation and audience targeting strategies.
• Own end-to-end project management of all email campaigns, including content, production, testing, setup, and deployment utilizing our ESP.
• Optimize performance through regular A/B and MVT testing.
• Own comprehensive daily, weekly, monthly reporting of all CRM KPIs & build the right dashboards to track and socialize performance.
• Support measurement & analysis of customer satisfaction and loyalty (NPS, user surveys, etc.) & facilitate cross-functional solutions with Product, Sales, and Customer Service to mitigate/eliminate blockers.
• Identify and apply best practices for deliverability, QA, automation, personalization testing, content, design, and strategy.
• Be a key stakeholder in the holistic integration of all customer touch points including product, web, and email to ultimately deliver a cohesive, frictionless user experience.
• Identify trends in customer communications to propose and implement hypothesis-driven tests, analyze test and campaign results, and implement recommendations for continuous improvement.
• Work closely with data engineering and paid marketing to create campaigns that re-engage and activate users acquired through paid channels.
• Manage campaign calendar and communicate with internal and external stakeholders regarding timeline and scope of campaigns.
• Manage special projects that affect the email program as a whole, ie. template refreshes, QBRs. etc.
• Manage regular (daily, weekly, monthly and quarterly) data-driven analysis and reporting of campaigns and overall channel performance, including conversion metrics and segment analysis.

Qualifications

• 3-5 years experience in lifecycle marketing, engagement marketing, or CRM, with a solid track record of successfully managing B2B email marketing campaigns at scale.
• Empathetic to customers and focused on adding value to their lives with retention programs.
• Results-motivated with proven quantitative and analytical skills
• Extremely comfortable with Excel (functions, pivots, etc.) and Google Analytics.
• Good understanding of database concepts and segmentation.
• Comfortable in designing, setting up, and reading complex email tests.
• Able to roll up your sleeves with various email tools.
• Basic to Intermediate proficiency with HTML in email environments specifically.
• Familiarity with Adobe Photoshop, Adobe Dreamweaver is a plus.
• Familiarity with email QA tools such as Litmus or Email on Acid.
• Knowledge of Salesforce and how to integrate with an ESP or marketing cloud is a plus.
• Excellent written and verbal communication skills to communicate marketing messages and concepts through various mediums.
• Exceptional project management and organization skills, with a keen eye for detail.
• Strong sense of ownership and entrepreneurial spirit.
• Fast learner and ability to set direction, problem solve, and execute in a quickly evolving, sometimes ambiguous environment.
• Must be a collaborative, cross-functional team player and comfortable partnering with a variety of teams from Engineering to Design.

Benefits

In addition to joining a fun and innovative company and working in a team-centered, flexible workplace, you’ll enjoy the following:

• Healthcare: Coverage for medical, dental, and vision insurance for you and your family
• PTO: 3+ weeks PTO, federal holidays, and 1 week off in late December
• Retirement: 401(k) contribution match – Dollar-for-dollar up to 6% of your salary
• Continued Learning: $1,500 annual education budget (conferences, books, classes, etc.)
• Friends & Family: Share Treehouse learning with the ones you love
• Paid maternity and paternity leave
• Wellness Allowance

Benefits are subject to change