Manager, CRM & Email Platform

Warner Bros. Discovery•New York, NY

4d•$91,000 - $169,000

About The Position

We are CNN. The world's most essential and engaging source of digital news. We are in the midst of rapid transformation and need our next generation of innovators, makers, and dreamers who will lead and drive our growth. We aim to make the world a better, more connected place. CNN is looking for a Manager, CRM & Email Platform to ensure the health, scalability, and performance of our marketing, transactional, and editorial email programs. This role will oversee everything from domain and mailbox management to deliverability monitoring and data integrity — while helping our teams make the most of the systems (including our ESP) that power our email products. The ideal candidate combines operational excellence with product sensibilities — someone who can translate business goals into platform solutions, improve reliability and efficiency, and guide teams in using email as a key engagement and growth channel. The ideal candidate will possess a robust background in email operations, possess a strong technical acumen, be detail-oriented, and thrive in a fast-paced, growth-oriented environment.

Requirements

Experience: 5+ years of experience in email operations or system administration, preferably within a subscription-based business or high-growth tech environment.
ESP Expertise: Hands-on experience managing and configuring major email marketing platforms (e.g., Zeta Marketing Platform, Salesforce Marketing Cloud, Braze) including automation workflows, triggered campaigns, dynamic content, and integrations.
Technical Understanding: Familiarity with email infrastructure, data flows, and delivery best practices (you don’t have to be an engineer, but you can speak their language). Experience with scripting or developing tools to automate tasks and processes is plus.
Compliance Knowledge: Solid understanding of CAN-SPAM, GDPR, and other email marketing regulations, as well as email list management and deliverability best practices.
Analytical Skills: Ability to analyze data, identify trends, and perform root cause analysis.
Communication: Clear and prompt communication with vendors and both technical and non-technical internal stakeholders.
Problem-Solving: Proactive and resourceful approach to identifying and resolving technical challenges.

Responsibilities

ESP Platform and Systems Management: Work closely with our ESP vendor and other technical partners to oversee system maintenance, integrations, and new feature rollouts, ensuring we take full advantage of platform capabilities to support marketing and editorial objectives.
Data Ingestion, Maintenance and Integrity: Partner with ESP technical teams and internal data engineers to ensure accurate and reliable data flows between systems, maintain high data quality, and enable consistent audience segmentation. Establish ongoing monitoring and audit processes to safeguard data integrity.
Cross-Functional Collaboration: Work closely with product, marketing, engineering, data & analytics teams to align email operations with business priorities, and to ensure our teams are leveraging ESP and data platforms to support our marketing and editorial needs.
Email Deliverability & Compliance: Monitor e-mail deliverability performance, maintain proper list hygiene and ensure compliance with CAN-SPAM, GDPR and other email regulations.
Maintain Domain Reputation Build process and documentation for scalable domain and mailbox management. Proactively identify and mitigate deliverability issues including blacklistings, spam traps, etc.
Performance Reporting and Insights. Track and report key e-mail campaign metrics (delivery, open and click rates) and help marketing and editorial teams use these insights to optimize their campaigns.
Continuous Optimization: Stay current with email industry trends, compliance updates, best practices and emerging tools. Identify opportunities to improve efficiency, automate workflows and adopt new ESP features that enhance e-mail engagement and performance.
Issue Resolution & Support: Investigate and resolve technical issues, serving as a liaison between our internal teams and our vendor support to ensure timely resolution and minimal disruption.
Training & Enablement: Onboard and train team members on all processes and platforms. Educate teams on new ESP features and best practices to maximize platform utilization.