Manager, Email/SMS Operations

About You

Nutrafol is looking for an Email/SMS Operations Manager to join the Customer Retention Team. The ideal candidate is technical, data-driven, and collaborative, with a proven track record of carrying out email and SMS campaigns from start to finish. In this role, you will report to the Senior Manager of Lifecycle Marketing, and will manage all email and SMS channel operations. This includes day-to-day planning and execution, briefing, optimizing, reporting, and working cross-functionally with internal teams and external partners. 

Responsibilities:

• Organize and manage operations of the Retention team's email/SMS calendar, including executing daily/weekly Iterable and Attentive campaigns, lists, workflows, and more
• Act as the day-to-day point of contact and subject matter expert for these channels, leading discussions and decision-making between cross-functional teams
• Lead the team in implementing post-purchase, cross-sell and behavior based campaigns
• Plan and manage a rigorous A/B test calendar, tracking performance and sharing out results/recommendations to the wider teams (brand, creative, tech, data) to drive future email/SMS strategy
• Develop segmentation to improve targeting and personalization to meet objectives, working with data and analytics teams to create models and drive development of data tools and dashboard for cross-functional monitoring and measurement of email/SMS KPIs
• Work closely with technical stakeholders to provide relevant technical needs tied to business use cases, taking a data-driven approach to recommendations and insights
• Maximize use of ongoing email/SMS offers/incentives and create more value-added touch points along customer journeys
• Research daily and weekly email/SMS performance and execute on improvement strategies around targeting/segmentation, cadence/frequency, personalization and/or customer journeys in support of the overall email/SMS business goals
• Submit all requests for customized triggers, events, contact properties, lists and links for email/SMS initiatives, partnering with engineering, data, and other teams to troubleshoot any blockers
• Partner with creative and brand teams to create content specific to the email/SMS channels, including brief creation, scheduling with relevant team members, and reviewing proofs for accuracy and audience selection
• Effectively partner with external channel partners to create deploy quality campaigns on-time and to understand key events/drivers to revenue and customer engagement to reflect priorities in segmentation
• Identify opportunities to better understand our customer segments and their behaviors through the email/SMS channels
• Coordinate and lead regular cross-functional meetings to manage the production and execution of campaigns from planning through to creation, QA, and execution
• Effectively manage sends, triggers, and audience segments within channel platforms

 Requirements:

• 3+ years email marketing and CRM experience
• Experience executing email and SMS within Iterable, Segment, Attentive and/or similar CRM tools/platforms
• Deep understanding of email KPIs, metrics, reporting and web analytics tools
• Well-versed in CAN-SPAM compliance
• Analytical mindset and creative thinker, comfortable digging into data and looking at performance against core KPIs and supporting optimizations accordingly
• Highly organized with experience in successfully managing day-to-day operations
• Comfortable working collaboratively with brand, creative, technical and external agency partners
• Strong communication skills, both oral and written
• Self-motivated with critical attention to detail, especially with performance metrics and implementation
• Ability to pivot and adjust to changes that support business goals in a deadline-focused environment
• Proven track record of achieving KPIs
• Familiarity with backend ESP health: deliverability, inboxing, IP warming, and monitoring
• Eager to learn and #KeepGrowing 

Preferred:

• Ability to code dynamic emails in HTML for all devices
• Experience in subscription services, health and wellness, or eCommerce space