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Customer Relationship Management and Lifecycle Marketing Lead

2 months ago

Watertown, Massachusetts, United States NESN LTD Full time
Job Overview

The Customer Relationship Management and Lifecycle Marketing Lead plays a pivotal role in steering NESN's analytical approach towards enhancing user engagement, personalization, retention, and reactivation. This position is essential in nurturing the loyalty of our dedicated fans across New England and Pittsburgh through NESN and SNP's digital offerings.

Key Responsibilities:

Strategic Development and Implementation:
  • Oversee and report on key performance indicators (KPIs) related to user onboarding, engagement, conversion, retention, and reactivation.
  • Formulate comprehensive strategies utilizing data and customer insights to meet acquisition and retention objectives.
  • Create a multi-channel communication strategy that includes email, push notifications, in-app messaging, and other relevant channels.
  • Design and implement promotional strategies and track their performance.
  • Propose and lead the development of advanced lifecycle marketing capabilities.
  • Conduct quarterly business reviews to highlight performance, insights, and future opportunities.
Collaborative Efforts:
  • Work closely with Legal, Finance, Insights & Analytics, Sales, Product, and Engineering teams to ensure cohesive collaboration.
  • Drive integrated campaign strategies across marketing initiatives, subscriber acquisition, and sales efforts.
  • Engage with external partners to further our objectives and ensure campaigns are comprehensive.
Enhancing Customer Experience:
  • Develop a comprehensive understanding of the customer experience, identifying challenges and proposing solutions.
  • Lead customer segmentation and personalization initiatives to improve customer interactions.
  • Stay informed on digital trends and industry best practices to refine strategies continually.
  • Collaborate with the Product team to enhance customer journeys throughout their lifecycle.
Campaign Development and Improvement:
  • Plan, launch, test, and refine campaigns across the customer lifecycle and seasonal events through various channels.
  • Analyze campaign outcomes to assess effectiveness and inform optimization strategies.
  • Establish robust testing strategies to enhance campaigns and improve engagement metrics.
  • Communicate results to stakeholders clearly for future campaign enhancements.
Vendor Management and Growth Marketing:
  • Oversee CRM agency and team in leveraging data and customer insights.
  • Lead a team of growth marketers to execute critical projects.
  • Provide insights for setting goals, KPIs, and targets based on internal knowledge.
  • Evaluate product performance and identify enhancements to drive growth.
Product Management and Messaging:
  • Understand user needs to inform product roadmap decisions.
  • Develop in-product messaging strategies that align with overall marketing initiatives.
  • Balance the needs of various teams and stakeholders to facilitate collaboration.
  • Translate the roadmap into actionable project plans and manage execution effectively.

Qualifications:

  • 5+ years of experience in targeted marketing campaigns and lifecycle marketing.
  • Bachelor's degree required.
  • Experience in a sports, network, streaming, or technology environment is advantageous.
  • Strong background in a mobile-first, omnichannel, subscription context.
  • Proficiency in Marketing Automation and MarTech tools.
  • Adept in a data-driven environment, able to adapt based on real-time insights.
  • Detail-oriented with exceptional organizational skills.
  • Strong interpersonal and communication abilities.
  • Understanding of design, copy, and email best practices; HTML experience preferred.
  • Proven ability to collaborate effectively across departments.
  • Ability to work independently in a dynamic environment.
  • Positive and energetic demeanor.

About NESN:

NESN (New England Sports Network) is a leading sports network owned by Fenway Sports Group and Delaware North. NESN is recognized for its innovative programming and has a reputation for excellence in sports broadcasting. Our environment is dynamic, creative, and driven by a commitment to our core values, which include teamwork, diversity, and social responsibility.

We are proud to be an equal opportunity employer, committed to diversity and inclusion in our workforce.