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Manager Customer Communications Ops (Email Marketing) Jobs
JetBlue
United States
Queens
5 years of experience
Bachelor education
40 hours per week
Airlines/Aviation
10,001+ employees
Manager
10 holidays
PTO
Dental Insurance
Vision Insurance
Pension Plan
Paid maternity/paternity leave
Development budget
Paid sick leave
Google Analytics
MS Excel
MS Office
CSS
HTML

The Manager, Customer Communication Ops reports to the Director, Loyalty Program Development and is responsible for the strategy and execution of the e-mail marketing and push notification program for JetBlue including all campaign management and execution, calendar and asset planning, list integrity, growth, and segmentation, deliverability health, A/B and multivariate testing and content personalization. The manager develops the program to drive incremental revenue and lower costs for JetBlue, oversees the relationship with internal and external email business partners and reports program metrics and recommendations to senior leadership.


The Manager, Customer Communication Ops is a key member of the Commercial team that is dedicated to continually improving industry knowledge to keep up with changes in e-mail, push and other digital marketing. The Manager is a self-motivated, detail oriented and is comfortable working under pressure and time constraints, including last minute requests and available for occasional support outside of normal working hours. The Manager is passionate about delivering results, tracking trends in customer behavior, and is an adaptable leader whose personal values match JetBlue’s values of Safety, Caring, Integrity, Passion and Fun.


Essential Responsibilities

  • Independently own, plan, and execute all external JetBlue Airways marketing, lifecycle, operational and transactional e-mails, including email coding, obtaining stakeholder approval, and troubleshooting as necessary
  • Ensure internal stakeholders (e.g. Revenue Management, Sales, Loyalty, Legal and IT) and external business partners are vested in the success of email marketing campaigns to ensure successful email content creation and implementation
  • Proactively monitor the integrity of the e-mail list and quickly address any issues
  • Analyze the effectiveness of electronic mail campaign efforts and present updates and recommendations to senior leadership on a weekly basis
  • Lead the creation and implementation of new campaign/project e-mail marketing initiatives including highly personalized scalable and dynamic triggered programs
  • Stay current with email delivery best practices to maximize inbox placement, responsiveness, and accurate rendering across all major email clients and devices
  • Utilize 3rd party platforms and technologies (i.e. Moveable Ink) for image personalization, live optimization and advanced campaign testing
  • Own, plan and execute the strategy for push notifications as both a marketing and communication channel for Customers
  • Other duties as assigned


Minimum Experience And Qualifications

  • Bachelor’s Degree in business, marketing or related field
  • Five (5) year of email marketing or related conversion marketing experience
  • Well versed in e-mail marketing and push notification metrics such as deliverability, open rate, revenue per email, notification etc.
  • Experience creating responsive, adaptive, and fluid/hybrid emails
  • Knowledgeable on all channel (email, push, in-app) best practices, technologies, and industry trends
  • Understanding of global compliance regulations (CAN-SPAM, CASL, GDPR, etc.)
  • Expert knowledge of email HTML and CSS
  • Strong collaborator who can work effectively within a matrixed organization to influence and drive results
  • Excellent organizational skills to manage multiple complex projects simultaneously
  • Strong written and verbal skills
  • Available for moderate overnight travel (10%)
  • Able to work flexible hours and be available for an emergency response on short notice
  • Pass a ten (10) year background check and pre-employment drug test
  • Legally eligible to work in the country in which the position is located


Experiences Preferred

  • Seven (7) years’ experience in E-mail marketing
  • Two (2) years’ demonstrated leadership experience
  • Deep knowledge working with an email services provider such as Responsys
  • Strong knowledge of CAN-SPAM and other legal requirements for email communication
  • CRM, personalization, contact strategy and segmentation experience


Crewmember Expectations

  • Regular attendance and punctuality
  • Potential need to work flexible hours and be available to respond on short-notice
  • Well-groomed and able to maintain a professional appearance
  • When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
  • Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
  • Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
  • Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
  • Identify safety and/or security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR))
  • Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
  • Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities


Equipment

  • Computer and other office equipment


Work Environment

  • Traditional office environment


Physical Effort

  • Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)


JetBlue
27-01 Queens Plaza N
NY 11101
Queens
United States