CRM Manager

EXL Talent Acquisition Team; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a CRM Marketing Leader to shape fan engagement across lifecycle campaigns. You will drive strategy, plan journeys, and execute campaigns using ML-based personalization and analytics.

The role collaborates with Data & Analytics, MarTech, Product Marketing, and agencies to optimize media mixes and channels. A Bachelor’s degree and 4+ years in CRM marketing are required, with strong Adobe platform experience and HTML editing skills.

Qualifications

• Bachelor’s degree with at least 4 years of CRM Marketing or Marketing Automation experience.
• Experience with Adobe platform tools (AEP, AJO, CJA) and ESPs; HTML editing required.
• Strong knowledge of channel KPIs, A/B testing and reporting; Photoshop skills are a plus.

Responsibilities

• Drive CRM campaigns for large scale programs using ML and personalization.
• Oversee campaign process from request to deployment focusing on email, SMS, and push.
• Perform audience segmentation, QA, and deployment of touchpoints.
• Design and run A/B/multivariate tests to improve fan engagement and conversions.
• Analyze lifecycle emails and automation to lift fan LTV and optimize templates.
• Collaborate with stakeholders and external partners to meet targets.

Skills

CRM Marketing

Machine learning

Predictive modeling

Campaign management

A/B testing

Content personalization

HTML editing

Photoshop

Segmentation

Analytics

Education

Bachelor’s degree

Tools

Adobe AEP

Adobe AJO

Adobe CJA

Epsilon PCM

Movable Ink

Attentive

Job description

We are seeking a passionate, innovative leader with a strong CRM background to join our Marketing CoE. The Fan Engagement Marketing CoE optimizes the overall marketing strategy, planning, measurement, and channel activation efforts via paid and outbound marketing channels to support the strategic priorities and business objectives of the organization. We leverage enterprise transactional and fan profile data, research and insights, and real-time fan behaviors with marketing channels to identify market trends, grow audience opportunities, and optimize media mixes, platforms, and channels to deliver more effective efforts that drive business results for organizational priorities. These efforts span fan acquisition and engagement and will dive deep into key initiatives that transcend audiences, platforms, media channels and geographies to drive results. We are a passionate team working hard to build the right strategies to engage fans around the world.

This role will contribute across the full CRM marketing lifecycle - from marketing strategy and campaign planning through journey and campaign execution, performance measurement, and ongoing optimization. The CRM Marketing Generalist will work collaboratively across Marketing and with key partners including Data & Analytics, MarTech, Product Marketing, Digital Media, and external agencies and vendors.

Responsibilities:

• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content.
• Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push).
  • Audience segmentation & execution
  • QA of touchpoints, personalization elements, any dynamic content, etc..
  • Campaign build and deployment
• Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates.
• Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV.
• Extracting key insights and learnings for future optimization and template efficiency.
• Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.

Required Education and Experience:

• Bachelor’s degree with at least 4 years of CRM Marketing or Marketing Automation related work experience.
• Technical and production responsibilities across Adobe platform (AEP, AJO, CJA), Email Service Providers (Epsilon PCM preferred), Personalization Tools, (Movable Ink preferred), SMS Platforms (Attentive preferred)
• HTML editing and working knowledge required to be able to make edits to templates
• Deep understanding of channel KPIs, A/B testing, metrics, and reporting.
• Proficiency in Photoshop.

Other Key Attributes/Characteristics:

• Ability to work independently and as a team player to find ways to uncover opportunities
• Strong communication skills
• Strong project and time management skills with high standards of accuracy and organization
• Ability to keep up with a fast-paced production schedule that has a fluctuating level of workload throughout the calendar year.
• Proven ability to collaborate & manage dependencies on other team members that are supporting the launch of a campaign
• Passion for innovation and solving difficult challenges
• Passion for sports is a plus