Senior Manager, CRM Strategy & Operations

Responsibilities

• Acquire and Engagement Ownership: Own the full acquisition and engagement lifecycle from audience definition through channel execution (email, direct mail, SMS, and other channels) to conversion and revenue reporting, across comp-to-paid membership conversion, net-new membership acquisition, credit card applications, and engagement with campgrounds and the Good Sam benefits suite.
• Serve as the single point of accountability for acquisition and engagement health. If conversion drops, campaigns aren’t going out, or data isn’t flowing correctly, you are the person who knows first and drives resolution.
• Be the subject matter expert for Marketing in the product portfolio for the Loyalty, Destination and Publishing portfolio of Good Sam. Have a unified lens on the customer experience across the diverse product set as it applies to customer lifecycle.
• Create and own the Acquisition and Engagement lifecycle, defining and maintaining data checkpoints, alert thresholds, escalation protocols, and operational cadences across all LDP programs, with a standing expectation of iteration as the platform and program portfolio grows.
• Manage, coach, and develop two to three direct reports, setting priorities, quality standards, and growth plans.
• Audience Strategy and Testing: Define audience strategy using C360 data, propensity signals, behavioral signals, and suppression logic to maximize acquisition, conversion, and engagement outcomes.
• Own a structured test roadmap (A/B, cadence variations, offer, channel mix, and audience) with documented hypotheses, readouts, and decisions that drive measurable improvement.
• Establish holdouts and incrementality measurement so revenue lift is proven, not assumed.
• Own comp-to-paid conversion paths, including audience definition, offer logic, and entry/exit criteria.
• Campaign Strategy and Execution: Define and own acquisition campaigns across email, direct mail, SMS, and other channels, including data fueled cadences, segmentation logic, optimization, and entry/exit criteria.

Requirements

• 7+ years in CRM lifecycle marketing, marketing operations, or a related field, with direct ownership and outcomes of data-driven acquisition and engagement programs across email, direct mail, and SMS.
• Hands-on experience with Salesforce Marketing Cloud (Journey Builder, Automation Studio, data views, SQL queries) or similar MAP technology.
• High level of data fluency, with the ability to independently validate upstream payload integrity and trace data issues across Snowflake/C360 feeds without waiting on a data engineer. This is a hands-on diagnostic level expectation not development expectation.
• Strong analytical skills; able to build dashboards using AI tooling.
• High level of fluency defining audience strategy using data, and designing and reading tests (A/B, holdout, incrementality) to maximize outcomes.
• Experience managing acquisition, conversion, and engagement programs, including triggered cadences, propensity-based segmentation, loyalty or points mechanics, and multi-channel coordination (email, direct mail, SMS).
• Demonstrated ability to apply AI and automation tools strategically to marketing operations and monitoring, beyond prompt-based productivity, toward solving real operational problems.
• Cross-functional collaborator who can drive outcomes across technical and non-technical teams (data engineering, product, analytics, creative) without direct authority, and who has experience managing and developing a small team.
• Product management mindset: you think in systems, data flows, and process design, not just campaign execution.
• Background in subscription or membership businesses with recurring revenue models.

Benefits

• Paid Time Off, 401(k), an Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligibility is met), Tuition Reimbursement (if eligibility is met), and on the job training opportunities. Full-time associates are offered a comprehensive benefit package including medical, dental, vision and more! Part-time associates are offered access to dental & vision coverage! For more information please visit: www.mycampingworldbenefits.com