This is a critical and highly visible role within EBG where you will have an opportunity to bring your expertise, leadership, creativity and data acumen to make a measurable impact in what is already a fast-growth company.

As the Director of CRM and Email Marketing Operations you will direct the overall operations and strategy of the email team on behalf of EBG’s portfolio of brands including Ticketsatwork, Plumbenefits, WorkingAdvantage, and Beneplace.  Your primary objective in this position is to generate revenue and customer engagement through CRM and email marketing activities. You will oversee all aspects of customer facing communications including behavioral triggers, promotional emails, and transactional upsells. You will manage a comprehensive email marketing program in alignment with specific goals and objectives to increase revenue and improve engagement. You will also be responsible for the portfolio’s email acquisition strategy, developing and implementing go-to-market plans for email address capturing across digital touchpoints.

You will collaborate with the product, engineering, and sales teams to optimize the digital customer journey and each independent portfolio-wide strategy. You are the CRM/email software platform owner and you serve as the email vendor point of contact. You will be the subject matter expert on CRM/email marketing best practices and ensure that best practices are utilized throughout the portfolio.

This role can be based in New York, Miami, or Orlando

Job Description:

• Leads the development, execution and management of the email and CRM strategy
• Manages the team and directs overall operations, staff, agency of the email and CRM team
• Oversees strategic planning and creation of CRM Campaigns in real time communication through multiple channels
• Process ownership for email campaign planning, fulfillment and deployment; synchronizes efforts across CRM, Content, Creative, Marketing, eCommerce, and Revenue Management teams
• Plans and owns email marketing strategy and portfolio calendar for B2C audiences
• Manages all customer facing digital email communications including promotional, editorial/newsletter and triggered emails
• Plans, configures and monitors automated email campaigns within email marketing platform, codes and implements email templates within our email marketing platforms
• Implements A/B testing plan to continuously optimize and improve campaigns
• Process ownership for email campaign planning, fulfillment and deployment; synchronizes efforts across CRM, Content, Creative, Marketing, eCommerce, and Revenue Management teams
• Ensure email marketing aligns with current industry best practices; researches innovation and emerging trends in email marketing to continuously evolve HHMs email marketing program
• Serves as email software subject matter expert and central point of contact for email software vendor; champions new and unused features within the tool to elevate platform usage
• Analyze email marketing results and enacts measures for improvement
• Provides reporting on a property and portfolio-wide level via monthly, quarterly, semi-annually and annual cadences
• Develops, executes and sustains email address acquisition program; identifies unique acquisition opportunities and provides regular reporting on acquisition efforts
• Oversees email hygiene: monitors deliverability KPIs; remediates mail blocks, hard and soft bounces, spam traps; ensures data duplication and list scrubs; monitors email points of collection to ensure clean data and best practices in email collection mechanisms
• Stewards CAN-SPAM and GDPR compliance and keeps up to date on any new email regulatory matters
• Assists with consumer insights analysis and reporting.
• Monitors competitor CRM programs and proactively implements positive changes into current CRM Strategy
• Administrative Responsibilities including: CRM software contracting, configuration and implementation, Database management (reporting, health, compliance), Image and digital asset organization and distribution, Scheduled and adhoc reporting and analysis

Requirements:

• Bachelor’s Degree and 8+ years of relevant experience
• Experienced leading a team in a fast paced environment with the ability to prioritize across multiple simultaneous projects
• Experienced using a project management tool such as Jira
• Ability to meet deadlines
• Able to manage a distributed team
• Proficiency with any one of the following scripting languages required: HTML, and CSS, PHP, Liquid Coding, JavaScript (e.g. JQuery), C++, etc.
• Familiar with data and file format, and data exchanges such as JSON, APIs
• Experienced with data analysis and reporting
• Experienced with an enterprise-level CRM/email marketing software provider a plus (e.g. Salesforce (Salesforce Marketing Cloud), Zeta, Yesmail, Marketo, etc.)
• Superb organizational and prioritization skills
• Excellent written and verbal communication skills
• Strong attention to detail; proofreading and editing skills
• Analytical mindset; ability to draw insights and make recommendations based on semi-complex datasets
• Ability to work and communicate cross-functionally across teams and stakeholders
• Website analytics experience (Google Analytics, Adobe Analytics, etc