CRM Manager

ExlService Holdings, Inc.; United States; Hybrid; USD 65,000 - 90,000; Full time

Job summary

ExlService Holdings, Inc. seeks a CRM Marketing Generalist to lead the CRM lifecycle from strategy through execution and optimization. You will drive outbound campaigns across email, SMS, and push, using machine learning and personalization to maximize engagement.

Collaborate with Data & Analytics, MarTech, Product Marketing, Digital Media, and external partners to ensure campaigns meet performance targets and deliver measurable business results.

Qualifications

• Bachelor’s degree with at least 4 years in CRM marketing or marketing automation.
• Experience with Adobe Marketing Platform (AEP/AJO/CJA) and Email Service Providers.
• HTML editing and template edits proficiency.
• Deep understanding of channel KPIs, A/B tests, metrics and reporting.
• Photoshop proficiency.

Responsibilities

• Drive CRM campaigns with product, contact and creative strategies using ML/predictive models.
• Manage outbound campaigns (email, SMS, push) from request to deployment; include audience segmentation, QA, and deployment.
• Design and run A/B and multivariate tests to improve fan engagement and conversion.
• Optimize lifecycle campaigns (onboarding, reactivation) with analytics and automation to lift LTV.
• Extract insights for future optimization and template efficiency.
• Collaborate with stakeholders and vendors to meet performance targets.

Skills

CRM marketing

Marketing automation

Communication

Project management

Team collaboration

Education

Bachelor's degree in marketing/CRM or related field

Tools

Adobe Experience Platform (AEP)

Adobe Journey Optimizer (AJO)

Customer Journey Analytics (CJA)

Epsilon PCM

Movable Ink

Attentive

HTML editing

Photoshop

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