Manager, Customer Engagement and Insights - (Covington, GA - HYBRID)

BD • Covington, GA

197d • Remote

About The Position

As Manager, Customer Engagement and Insights, you will be responsible for the strategic oversight, execution, and performance of PureWick™ direct-to-consumer Customer Relationship Management. You will have the ability to build, manage, and optimize an end-to-end CRM program across e-mail, text, surveys, chat, and emerging digital tools. Associates will be required to be on-site Monday - Thursday in our Covington, GA office, and may work at home on Friday.

Requirements

• Minimum bachelor's degree required, MBA preferred.
• Minimum 5+ years of experience managing end-to-end CRM programs across e-mail, text, surveys and other digital communication tools; Salesforce Marketing Cloud experience is a plus.
• Minimum 5+ years of experience working in a performance-minded e-commerce and phone-based sales operation with full visibility and management of end-to-end customer journey and KPIs.
• Proven strong written, and verbal, communication skills; visual communicator with the capability to synthesize data into clear, actionable steps.
• Demonstrates a consultative approach, and capable of functioning as Project Manager and able to build business cases to support key initiatives.

Nice To Haves

• Experience in Healthcare industry preferred.

Responsibilities

• Optimizes the communication strategy and execution for marketing across the customer lifecycle.
• Manages, nurtures, retains, surveys, and provides customer support and transactional communications across the CRM, focused on positive KPI improvements including conversion and lifetime value (LTV), as well as standard CRM engagement metrics.
• Drives increases in deliverability, sender score, and customer satisfaction.
• Manages copy and creative execution in partnership with marketing, design, and development resources.
• Collaborates with digital, phone sales and customer service channels to ensure a broad approach to driving improvements in conversion, LTV, and customer satisfaction.
• Collaborates with marketing team members and cross-functional stakeholders to drive positive business outcomes through new tests, features, initiatives, and product/service launches.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Miscellaneous Manufacturing
• Education Level: Bachelor's degree