Senior Manager, Customer Campaigns, Communications

This is a fully remote position, open to applicants in Canada.

📋 Description

• Develop and take ownership of the strategy for customer email communications, encompassing program architecture, audience segmentation, persona mapping, and content strategy.

• Create and oversee detailed customer journey maps that align content delivery with the appropriate audience at the right time throughout the lifecycle.

• Utilize persona-based thinking and behavioral segmentation to craft targeted and relevant communications that foster meaningful engagement.

• Establish and uphold content mapping frameworks that link messaging pillars to audience segments, funnel stages, and campaign objectives.

• Construct, configure, and execute emails and automated campaign flows from start to finish using Salesforce and Salesforce Marketing Cloud.

• Manage integrated campaigns that encompass email, web, and pop-up touchpoints, ensuring uniform messaging and a cohesive customer experience.

• Design and implement a systematic A/B testing program across subject lines, content formats, CTAs, send times, and audience segments to continuously enhance performance.

• Monitor and analyze key campaign metrics including open rates, click-through rates, conversion rates, unsubscribes, and downstream engagement.

• Compose clear and detailed creative briefs for the content team, ensuring that copy, design, and asset requests are scoped, prioritized, and delivered punctually.

• Oversee a complex, multi-stream content calendar that includes customer campaigns, triggered programs, seasonal sends, and integrated initiatives.

⛳️ Requirements

• 7-10 years of comprehensive experience in campaign strategy, management, and execution, specifically focusing on customer email communications.

• Hands-on, expert-level experience in building, deploying, and optimizing campaigns in Salesforce Marketing Cloud (preferred) or a similar marketing automation platform.

• Demonstrated experience in designing customer journey programs utilizing segmentation, personas, and content mapping to enhance engagement and retention.

• Strong background in A/B testing and a data-driven methodology for optimizing campaign performance.

• Proven ability to manage a complex content calendar across multiple concurrent workstreams and stakeholders.

• Experience in writing creative briefs and collaborating effectively with content and design teams.

• Solid understanding of campaign tracking, UTM strategy, attribution, and marketing analytics.

• Experience in building and managing web pop-ups or integrated digital campaigns across various channels.

• Highly organized self-starter with strong time management and task prioritization abilities.

• Excellent collaborator who excels in cross-functional settings and communicates effectively with both technical and non-technical stakeholders.

• Experience in a technology or SaaS environment is considered a significant asset.

• Salesforce/CRM experience is a must; additional marketing technology experience (e.g., CDP, analytics platforms, CMS) is advantageous.

• Bilingual proficiency in French, Spanish, or German is preferred to cater to our diverse client base across North America and globally.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development