Sr. Manager, Email & SMS / Retention (CRM)

Responsibilities

• Email and SMS strategy, roadmap, and calendar for MGA Entertainment brands, from planning through execution
• Salesforce Marketing Cloud adoption , leading the migration and the unified customer profile strategy that sits behind it
• Lifecycle architecture : welcome, post-purchase, win-back and reactivation, and the product launch framework that services drops across every brand
• Segmentation, list health, and deliverability as a system , not a maintenance task, including a segmentation and testing framework built from scratch
• Database growth : partnering with paid media on lead generation and with Operations on user journey flows that capture customer opt-ins
• Performance reporting and forecasting : open rates, click rates, revenue per email, subscriber growth, and the story behind the numbers
• Platform strategy and management in Salesforce Marketing Cloud , including journey build, data extensions, the testing roadmap, and tooling decisions
• Cross-functional partnership with Brand Managers and Marketing Activation Leads by brand on the promotional calendar, with the E-commerce lead on commercial targets, and with the Senior Director of Brand Marketing on how CRM supports broader brand strategy
• Hands-on execution : you build the journeys, not just the deck about the journeys

Requirements

• 4 to 7 years of CRM or lifecycle marketing experience in a DTC or e-commerce environment, with demonstrated ownership of strategy, not just execution
• Hands-on Salesforce Marketing Cloud expertise. You can build journeys, configure data extensions, set up segments, and analyze performance yourself
• A clear point of view on how to use customer data to drive personalization at scale
• A track record of building and scaling post-purchase and retention programs, ideally from the ground up
• Strong analytical instincts. You can deep dive your own performance data, and you have a demonstrated track record of using data to influence strategy and shift investment
• Comfortable setting a testing roadmap, forecasting impact, and making the case for where to invest
• Proven examples in leveraging Claude or ChatGPT in managing your work efficiently and effectively
• Proven success in a highly collaborative, cross-functional environment with many stakeholders, where influence matters more than reporting lines
• Thrives in a fast-paced environment with competing priorities and a constantly moving calendar
• Comfortable operating with autonomy and partnering directly with senior leadership across Brand and E-commerce