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Customer Relationship Manager

2 months ago

Santa Monica, California, United States Sinclair Broadcast Group Full time
About the Role

We are seeking a highly skilled Customer Relationship Manager to join our team at Sinclair Broadcast Group. As a key member of our Direct-to-Consumer Streaming Service team, you will be responsible for building and executing a comprehensive CRM strategy to drive customer engagement and retention.

Key Responsibilities
  • Develop and Execute CRM Strategies: Design and implement data-driven CRM strategies to drive customer engagement and retention, leveraging your expertise in customer segmentation, journey development, and email analytics.
  • Partner with Key Stakeholders: Collaborate with cross-functional teams, including marketing, product, and sales, to define strategy, objectives, and KPIs for email and push programs.
  • Manage CRM Calendar and Content: Oversee the development and coordination of CRM content, ensuring alignment with brand standards and a consistent customer experience.
  • Execute Email and Push Programs: Manage the day-to-day execution of email and push programs, including setup of new segmented journeys, in platforms such as Salesforce and Cleeng.
  • Monitor Performance and Provide Insights: Continuously monitor email and push performance, providing dashboards, analytics, reports, and insights to leadership and key stakeholders, highlighting opportunities for improvement and optimization.
  • Maintain Email Database and Segment Audiences: Maintain the email database and lead the segmentation of audiences to identify opportunities for increased customer conversion and retention, and reduction of inactive customers and unsubscribe rates.
  • Define and Execute A/B Tests: Design and execute A/B tests to improve open rates, click-to-open rates, engagement rates, and conversion rates.
Requirements
  • 3-4 Years' Experience in Email and Push Marketing: Proven experience in email and push marketing, with a focus on personalization, optimization, and journey development, preferably in the streaming space.
  • Expertise in ESPs: Strong understanding of email service providers (ESPs) such as Mailchimp and Salesforce.
  • Customer Segmentation and Journey Development: Expertise in customer segmentation, journey development, and email analytics.
  • Track Record of Measurable Business Results: Demonstrated ability to develop strategies based on business objectives and execute CRM programs that delivered measurable business results.
  • Data Privacy and Dynamic Content Creation: Understanding of data privacy in relation to email marketing and email databases, as well as knowledge and experience of dynamic content creation with AMPscript or similar scripting languages.
  • Copywriting and Organizational Skills: Strong copywriting skills and superior organizational, project management, and communication skills.
  • Ability to Work Across Multiple Teams: Ability to work across multiple teams and stakeholders, with a keen eye to identify business priorities.
  • Experience Managing Agency Partners and Marketing Budgets: Experience managing agency partners and marketing budgets.