CRM / Lifecycle Marketing Manager

Reporting to the Sr. Manager of Performance Marketing, the CRM / Lifecycle Marketing Manager leads NESN’s data-driven approach to the strategy, execution and optimization of user engagement, personalization, retention and reactivation. The CRM /Lifecycle Marketing Manager nurtures our loyal New England and Pittsburgh fans throughout their lifecycle with NESN and SNP’s digital products.

They will partner with the larger marketing team on marketing plans, programs and campaigns; drive measurable lift; ensure consistency of brand representation across multiple channels; and collaborate with internal and external partners on various company initiatives. Most of all, they have extensive experience with A/B testing and experimentation, an eye for great creative and copy and excellent analytical marketing instincts.

Please note - Chance this position could start as contract. Will discuss during interview process.

Essential Duties and Responsibilities:

Strategy Development and Execution:

• Own, drive, and report on KPIs and targets related to onboarding, engagement, conversion, retention, churn, and reactivations.
• Lead the development of comprehensive strategies leveraging data and customer insights to achieve acquisition, engagement and retention goals.
• Develop a multi-channel communication strategy encompassing email, push notifications, in-app messages, and other channels as appropriate.
• Devise and execute promotional offer strategies and roadmaps, tracking and reporting against results.
• Propose and lead the development of longer term lifecycle marketing capabilities (e.g., SMS)
• Lead QBRs elucidating performance, learnings, and future opportunities.

Cross-Functional Collaboration:

• Partner closely with Legal, Finance, Insights & Analytics, Sales, Product, and Engineering teams to ensure alignment and collaboration.
• Drive cross-functional campaign strategies and learnings across marketing initiatives, subscriber acquisition, programming/content, and sales efforts.
• Partner with external organizations to advance our objectives and ensure campaigns are holistic, leveraging our broader ecosystem’s reach and touch points.

Customer Experience Enhancement:

• Build a holistic, personalized view of the customer experience, identifying pain points and recommending solutions.
• Lead actionable customer segmentations and personalization efforts to enhance customer touchpoints and communications.
• Stay updated on digital trends, competitors, and industry best practices to continually improve strategies.
• Partner with Product team to more efficiently evolve the customer experience and journeys throughout the customer lifecycle.

Campaign Development and Optimization:

• Devise, launch, test, and optimize campaigns across the customer lifecycle, content calendar, and seasonal holidays through multiple channels.
• Monitor and analyze campaign results to understand efficacy and guide optimization efforts.
• Develop robust test and learn strategies to optimize campaigns and improve key engagement and retention metrics.
• Share out results with key stakeholders in a succinct fashion for implementation and optimizations in future campaigns.

Vendor Management and Growth Marketing:

• Manage CRM agency and team in activation of data and customer insights.
• Lead internal (or external vendor partners) team of growth marketers to execute on key projects.
• Provide recommendations for goals, KPIs, and targets using internal knowledge sources.
• Analyze product performance and identify improvements to drive usage and growth strategies.

Product Management and In-Product Messaging:

• Understand user needs and behaviors to drive product roadmap decisions.
• Develop in-product messaging strategy from idea to execution, ensuring alignment with overall marketing initiatives.
• Balance the needs of multiple teams and stakeholders and act as a central resource for cross-functional collaboration.
• Turn roadmap into detailed project plans and manage execution to fruition, conveying progress and results effectively.

Qualifications:

• 5+ years of experience executing targeted marketing campaigns, effective promotions, and lifecycle marketing or CRM
• Bachelor’s degree required
• Experience working for a sports team, network, streaming, or tech company a bonus
• Strong experience in a mobile-first, omnichannel, subscription environment
• Proficiency in Marketing Automation and MarTech software (ideally Braze)
• Comfortable in a data-driven business environment and able to pivot readily based on real-time data
• Detail oriented with excellent organizational skills
• Solid interpersonal and communication skills
• Intimate understanding of design, copy, and email best practices/guidelines; HTML coding and design experience preferred
• Strong ability to work collaboratively in a team-oriented environment across various departments
• A demonstrated ability work under limited supervision in a high pressure and loosely structured environment
• Positive, people-oriented, and energetic attitude
• Ability to work from the Watertown, MA office four days with option for one remote day per week, and willingness to work weekends and evenings on an as needed basis
• Must embrace the NESN Core Values: People, Customer Focus, Adaptability, Teamwork, Diversity, Integrity, Accountability, Passion and Social Responsibility.

Who We Are:

NESN (New England Sports Network) is owned by Fenway Sports Group, which also owns the Boston Red Sox and Pittsburgh Penguins among other holdings, and Delaware North, owners of the Boston Bruins. NESN is delivered throughout the six-state New England region and nationally as NESN National. The definitive source for New England sports programming, NESN consistently has been one of the top-rated regional sports networks in the country, with a reputation for innovative and award-winning production of sports events and specials.

NESN also manages SportsNet Pittsburgh, a recently branded regional sports network that televises Pittsburgh Penguins and Pittsburgh Pirates games, as well as local college sports, original content and more in PA, WV, and portions of MD, OH and NY.

Our professional environment is passionate, adaptable, creative, and filled with aspiring individuals who are driven to grow with our company. Our core values are at the heart of who we are. We have a spontaneous and vibrant culture, and we truly believe in team spirit and collaboration.

NESN is proud to be a diverse and inclusive employer. We are committed to Equal Employment Opportunities for all qualified individuals without regard to race, color, religion, national origin, ancestry, sex, age, disability, sexual orientation, gender identity and expression, marital status, genetic information, military service, veteran status, or any other status protected by applicable law. Minorities, Women, Individuals with Disabilities, and Veterans are especially encouraged to apply.