Responsibilities

• Oversee a CRM strategy team to plan, create and implement complex CRM campaigns throughout the customer journey and improve engagement, retention, and loyalty.
• Develop and optimize customer journeys, mapping out touchpoints and interactions to enhance the overall customer experience.
• Establish the optimal channel mix and communication cadence based on audience behavior and business goals.
• Design and own customer segmentation creation and management, evaluating segment and campaign performance, and partnering with Analytics to identify opportunities for optimization and long-term vision for audience strategy.
• Orchestrate cross-channel personalization and cohesivity for consistent messaging and customer experiences across platforms
• Oversee A/B testing and experimentation roadmap to optimize campaign performance and drive lift at different stages of the customer lifecycle.
• Stay informed about industry trends and competitor activities to evaluate and develop innovative strategies for customer engagement.
• Oversee relationships with cross-functional teams including marketing, product, and analytics to ensure alignment across CRM campaigns and roadmaps to level up our program.
• Own and manage the CRM calendar and daily/weekly/monthly campaign schedules, overseeing a robust content calendar to keep customers engaged.
• Monitor and analyze campaign metrics, providing insights and recommendations for continuous improvement.

Requirements

• Bachelor's degree in Marketing, Business, Communications, Analytics, or related field preferred, but not required.
• Minimum of 7 years of experience in customer success, email, lifecycle, or CRM marketing roles.
• Proficiency in CRM platforms such as Braze, Moveable Ink or similar tools is highly preferred.
• Strong understanding of email/in-app/push marketing best practices and copywriting skills.
• Experience in the Daily Fantasy Sports or gaming industry is preferred.
• Ability to analyze data and metrics to drive actionable insights and optimize campaign performance.
• Organized and detail oriented
• Proven track record of managing stakeholders, multiple projects and deadlines in a fast-paced environment.
• Excellent communication, collaboration, and problem-solving skills.