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Email & CRM Marketing Associate

3 months ago

Harrisburg, Pennsylvania, United States HHM Hotels (Harrisburg Corporate Office) Full time


Overview

Opportunity: Email & CRM Marketing Associate

The Email & CRM Marketing Associate is responsible for executing and measuring all email marketing initiatives for HHMs Luxury and Lifestyle Collection of independent hotels. The position supports all Email and Customer Relationship Management strategies, and manages the day-to-day administrative operations of the department. The Associate will oversee all customer facing communications including transactional (inclusive of reservation confirmations, cancellations, modifications), triggered and promotional emails. The position supports a comprehensive email marketing program in alignment with portfolio and property-specific goals and objectives to increase guest acquisition and engagement. The Associate supports the portfolios email acquisition strategy by executing go-to-market plans for email address capturing across digital and on-property touchpoints. The Associate collaborates with cross-functional teams, such as eCommerce, Marketing and third-party vendors to ensure alignment of strategies to optimize the digital customer journey. The role is the email software platform administrator and serves as an email vendor central point of contact. The Email CRM Marketing Associate ensures email hygiene, deliverability and is a steward of CAN-SPAM compliance.

Your Focuses

  • Manages the day-to-day administrative operations of the CRM and Email Marketing department.
  • Responsible for system hygiene; managing the status of campaigns, maintenance of customer databases, gatekeeper for user management, digital assets and generating reports.
  • Assist in the development and execution of targeted email marketing campaigns (including B2C and B2B) to drive customer engagement and retention within the Luxury Lifestyle Collections of independent hotels.
  • Audits all customer facing email communications including transactional (confirmation, cancellation, modification, pre-arrival and post departure), promotional and triggered emails.
  • Facilitates formal email approval process and collects feedback from internal and external stakeholders.
  • Monitors automated email campaigns within the email marketing platform.
  • Build audiences within customer databases to include smart segmentation that align with overall strategy; leverage dynamic content whenever possible for customer personalization.
  • Supports the process for email campaign fulfillment and deployment; synchronizes efforts across Content, Creative, Marketing, eCommerce, and Revenue Management teams.
  • Assist with ad-hoc projects, leading the development of project documents, communicating with internal team members and third-party vendors for resources, and ensuring deadlines are met accordingly.
  • Develops as an email software subject matter expert and is a central point of contact for email software vendor; champions new and unused features within the tool to elevate platform usage
  • Oversees email testing and inbox rendering; ensures viewability and performance across all major email clients and devices
  • Analyze email marketing results and provide actionable insights for improvement.
  • Supports email address acquisition program
  • Supports 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
  • Support and Audit CAN-SPAM compliance
  • Assists Digital and eCommerce Team in special projects and other assignments as needed

Your Background and Skills

  • Superb organizational and prioritization skills
  • Excellent written and verbal communication skills
  • Unparalleled attention to detail; proofreading and editing skills required
  • Analytical mindset; ability to draw insights and make recommendations based on semi-complex datasets
  • Ability to work in a fast-paced environment with multiple priorities a must
  • Intermediate level of technical acumen with digital technologies
  • Basic knowledge of HTML and Photoshop preferred
  • Ability to work and communicate cross-functionally with a myriad of teams and stakeholders from C-level to property level
  • High School diploma required. Associate's or Bachelor's degree in Hospitality, Marketing, or a related field preferred.
  • Experience in an email marketing (preferred)
  • Experience with data analysis and reporting
  • Experience with an enterprise-level email marketing software provider a plus (Cendyn, Salesforce, Marketo, Adobe Campaign, Silverpop, Pardot, etc (a plus)

HHM Benefits and Perks

  • Medical, Dental and Vision Health Insurance
  • Paid Time Off
  • 401k Company Match
  • Free Basic Life Insurance
  • Travel Discounts
  • Commuter Transit and Commuter Parking Benefits
  • 24/7 access to TELUS Health, a confidential work-life resource.
  • Educational/Professional Development
  • Technology Reimbursements

Work Environment and Context

  • Required to sit for extended periods, lift up to 10 pounds, bend, reach, use hands and fingers to operate the keyboard.


About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

To see other opportunities at this location, click here.

Source: Hospitality Online