Apply on Employer Site

Drumline · 1 day ago

Program Manager II, CRM & Loyalty

Dallas, TX

Full-time

Hybrid

Mid Level

3+ years exp

Drumline is an independent, women-owned professional services firm focused on data, analytics, technology, and marketing. They are seeking a Program Manager II for their CRM & Loyalty team to manage email marketing and CRM programs, ensuring customer retention and loyalty while collaborating with various internal and external teams.

AnalyticsBusiness IntelligenceConsultingData IntegrationMarket Research

Hiring Manager

Lyndsay Suchanek Warren

Responsibilities

Help lead the evaluation and selection process of Email Service Providers (ESPs) for clients with moderate complexity. Conduct comprehensive audits of existing programs and develop actionable recommendations for the program’s evolution

Take responsibility for ensuring all email marketing activities comply with relevant laws and regulations, such as GDPR and CAN-SPAM. Conduct regular audits and updates to ensure ongoing compliance, and provide guidance to junior team members

Take responsibility for crafting new customer journeys from scratch. This includes briefing campaigns, validating logic, and ensuring accurate setup. Collaborate with cross-functional teams to optimize these journeys

Actively coordinate and collaborate with other teams to ensure cohesive and effective marketing efforts. Identify necessary inputs from different teams, provide clear direction, and effectively clarify and interpret different points of view to align team efforts

Grow as an SME in evolving CRM platforms, capabilities, and technologies. Actively tie capabilities to customer needs and start to challenge thinking within the team, providing insights and recommendation

Take a more active role in developing A/B testing plans, including generating new test ideas based on reporting, industry trends, and personal observations. Work collaboratively with the team to implement and analyze tests

Work closely with the Data Science team to analyze customer data and develop detailed CRM-related reports. Identify actionable insights from data and begin to influence collaborative projects with other teams and clients

Lead the implementation of new processes to enhance efficiency and agility across internal teams and client partnerships

Manage day-to-day communication with all levels of management, clients, partner/vendor teams, and colleagues, demonstrating increasing autonomy and decision-making

Independently identify, research, and analyze potential CRM opportunities for growth on existing clients. Collaborate closely with Drumline Leadership to support New Business initiatives related to CRM & Loyalty, including offering feedback on scopes, proposals, and staffing plans

Take a lead role in annual planning, goal definition, Quarterly Business Reviews (QBRs), and client conferences. Provide significant input, contribute to content creation, and present materials as necessary, demonstrating increasing autonomy and decision-making within established guidelines

Provide leadership, coaching, and support to junior members of the team, encouraging a culture of innovation and continuous improvement under the guidance of senior management. Actively seek feedback from those around you

Demonstrate a deep understanding of how CRM integrates with other areas of Drumline’s services, including Analytics Engineering, Data Science, Business Intelligence, and Data Management. Collaborate effectively across these departments to leverage synergies and enhance CRM initiatives

Contribute significantly to the growth and overall success of Drumline by actively sharing industry insights, contributing to company committees or efforts, and leading process improvement initiatives

Qualification

Customer Relationship MarketingCRM MarTech technology stacksCustomer journey designEmail marketing systemsData analysisProject managementVisual communicationService-oriented approachPersistenceKnowledge sharingIndustry insightsContinuous improvementAmbiguity handlingClient communicationWritten communicationAdaptabilityProblem-solvingFeedback implementationOrganizational skillsCollaborationTeam leadership

Required

A bachelor's degree or equivalent work experience

3-4 years of experience in Customer Relationship Marketing

Strong understanding of CRM MarTech technology stacks, data connectivity, email deliverability, and reputation management

Strong experience with customer personalization and strong analytic skills for data-driven customer communications

Near expert experience in designing and automating customer journeys based on data and behavior

Near expert written and visual communication skills

Organized and adaptable in a fast-paced environment. Knows how and when to ask for support with clarity

Embraces and implements feedback from leaders, peers and clients. Growing ability to be radically candid

Persistent in the face of roadblocks and can handle the 'grey' area of ambiguous tasks

Near expert ability to troubleshoot issues and problem-solve. Lead updating key documentation to share knowledge

A positive, service-oriented approach to work

Near expert project management and planning skills

Preferred

Certified Email Marketing Specialist in Salesforce or similar certification

Proven technical proficiency in email marketing systems, legal regulations, and industry best practices

Experience using web content or email marketing management platforms

Advanced knowledge of campaign management, including segmentation, reporting, and analysis

Familiarity with SMTP protocol, DNS, ISP/domain-specific delivery policies, and handling rules

Understanding of relational database management practices

Basic proficiency in HTML

Basic proficiency in SQL and other database management/query languages

Benefits

Generous paid time off

13 Company Holidays

4 Floating Holidays

4 Community Service days

Accrued vacation time & sick time

401K with company matching program

Annual profit sharing and bonus

A comprehensive health, dental and life insurance package for employees and dependents

Healthcare premiums for employees are covered 100% by Drumline

Focus on career and personal development resulting in opportunities for growth

Encourages work/life balance with opportunities for both remote and in-office work environments

Additional hard and soft benefits including, company service days that give us a chance to give back together, team building events throughout the year, and devoted time for deep work (e.g., Deep Work Wednesdays, Focus Fridays)