CRM Manager - Belmont, CA

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Position Summary:
The CRM manager is responsible for’s direct marketing performance across multiple channels including email, SMS, notifications, web pages and direct mail.
You will derive insights from data, identify and build customer segments, manage test and learn cycle for our customer lifecycle efforts. In addition, you will identify new opportunities to increase customer engagement and implement best practices related to measurement and analysis.
You will be a liaison between IT and marketing. The right candidate is comfortable overseeing marketing operations, working with complex databases and writing business requirements.
The role reports to the Director, Relationship Management and CRM.

Assess and document subscriber data flow between databases, scope optimal structure to support marketing communications/analyses and work with IT to implement.

Set up and run queries across complex database to extract data for emails and analysis.

Track, measure and analyze performance of marketing programs and communicate results and insights to internal stakeholders.

Supervise day-to-day set up, distribution and optimization of email campaigns in Marketo.

Execute test & learn iterations to lift customer lifetime value by increasing engagement, retention and buying and selling behavior.

Define customer segments; evaluate drivers of loyalty and KPIs.

Make recommendations to refine and manage lead scoring/sourcing qualification process.

Create reporting dashboards for business marketing using tools such as Tableau.

Promote email marketing best practices such as testing, aggressive profiling, drip-campaigns, targeting, deliverability, etc.

Be an internal champion for continual improvement of our CRM technology platform; shepherd platform initiatives by developing business requirements, consulting with development partners and testing new capabilities.

Knowledge, Skills and Abilities:
Deep expertise leveraging analytics to drive campaigns that reach the right customer with the right message at the right time. Strong analytical marketing orientation and tactical business sense, with demonstrated ability to dive deep into customer data and translate findings into actionable customer insights and powerful marketing programs.

Track record of designing, launching and optimizing effective multi-channel email campaigns leveraging A/B testing.

Ability to think strategically as well as willingness to roll-up-the sleeves and do ‘whatever it takes’ to meet individual and company goals.

Accomplished deep data analytics. Ability to write SQL is a must.

Written and oral presentation skills.

Demonstrated success working within a collaborative, cross functional organization.

Working knowledge of best of breed marketing automation systems such as Marketo and CRM applications such as

Working knowledge of analytical tools such as Tableau.

Understanding how to apply statistical analyses to marketing data is a plus.

BS/BA or equivalent, MBA a plus.

5+ years of database/email marketing or database marketing experience,

5+ years Internet/e-commerce experience and/or previous direct marketing experience with a recognized consumer brand that leverages large volumes of customer data to segment and communicate to customers.

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