SimpliSafe is seeking an experienced CRM Operations Manager to join our growing team in Customer Marketing and Loyalty. Our goal is to create an unparalleled customer experience, and we’re looking for a CRM Operations Manager to propel our work forward. This role will translate the Customer Marketing and Loyalty strategy into execution across channels, with a heavy focus on executing our email-centric marketing programs. In addition, you will help the team launch several new direct mail campaigns, partner cross functionally to enhance our communication within our app and SMS, and work with our contact center on customer segmentation considerations for call routing. With your leadership, you will improve the personalization of our communication with our customers to ensure we’re getting the right message, to the right audience, at the right time. Your work will directly impact critical company goals such as customer retention, product sales, and reactivation rates.
What you’ll do:
- Empower and enable the Customer Marketing and Loyalty team to achieve our CX goals by identifying the best channel/time to communicate to our customer segments in a personalized manner across the customer journey
- Develop a strong understanding of our marketing technology stack (e.g., Braze, Customer Data Platform) and our internal and external data sources about our customers (e.g., Acxiom append data, and variables available within our data lake)
- Translate the team’s strategic intents into concrete business requirements for Engineering and Product to help create marketing automation and drive personalization
- Serve as the Customer Marketing and Loyalty team’s primary point of contact with Braze, our email service provider. Monitor email deliverability and IP health.
- Partner with Customer Marketing and Loyalty team to design measurement plans for campaign success; analyze results and document learnings from experiments
- Serve as the subject matter expert on marketing compliance laws and best practices for optimizing campaigns, socializing with the team
- Refine quality assurance and testing standards for customer marketing email campaigns
- Partner cross functionally to launch, measure, and continually improve our customer marketing initiatives to our existing customer base
What you’ll need:
- 5+ years of experience in lifecycle marketing, CRM, email operations, or similar role; experience in campaign management and segmentation, and building customer journey communications
- Hands-on executional experience with ESPs, preferably in Braze. HTML knowledge and technical capabilities to QA/troubleshoot
- Excitement for uncovering key insights about our customers, and consistent track record of using data and analytics to inform strategy
- Passion for data and focus on business KPIs, to effectively prioritize projects based on potential business impact
- Strong interpersonal skills, as this role is highly collaborative in nature across the organization
- Excellent communication skills and comfort presenting to large or senior audiences
- Strong organizational skills to support juggling multiple projects in a fast-paced, entrepreneurial environment
- BA/BS degree, Master’s degree (or equivalent) a plus
About SimpliSafe:
SimpliSafe is a leading innovator in the home security industry with one mission: to make every home secure.
We believe in democratizing home safety. As our co-founder Chad Laurans aptly put it, “You shouldn’t have to ask for permission to secure your home. You should be able to do it yourself.”
SimpliSafe protects over 3 million Americans and we’re growing at a rapid pace. We pride ourselves in being daring innovators, humble cooperators, and data-driven thinkers. We go wherever the best idea leads us, work selflessly to get the best outcomes for our customers, and constantly analyze & reevaluate our efforts.
At SimpliSafe, we place an emphasis on a ‘no-ego’, collaborative culture. From the top down, we all work together to solve the difficult challenges within the home security and IoT industry. Like our products, we are constantly evolving to provide the best employment experience possible. If SimpliSafe sounds like a company you’d enjoy working for, we’d love to hear from you!
