Manager, Customer Relationship Management

Job Description

Manager, Customer Relationship Management (CRM)

ESPN is looking for a talented and passionate professional to lead CRM strategy for our in-house marketing team and manage email and in-app marketing operations.
**This position can be based in NYC, Atlanta, GA, Burbank, CA, Seattle, WA, and select other US locations**

Responsibilities:
• CRM strategy:
• Lead overall CRM strategy across multiple properties/brands
• Manage and assist operational campaign leads to bring planned strategies to life
• Collaborate with media team to ensure a holistic campaign strategy across digital and CRM touchpoints
• Enhance current lifecycle programs, fueling the next best fan action with rich fan data
• Partner with marketing brand teams to align CRM KPIs with marketing objectives
• Lead overall email audience strategy and confer with the data lead(s) upon activation
• Reporting as it pertains to storytelling and recommended optimizations across campaigns
• Work closely with analytics team and vendors to ensure tests are set-up properly and measured
• Play a key role as operations manager of CRM:
• Utilize deep understanding of email marketing and data management tools to identify and resolve timely operational challenges
• Owner of email operations (health quality, performance, opportunities and ESP partnership management)
• Oversee in-app messaging platform and strategy
• Proactively identify opportunities to streamline operations and improve fan experience
• Ensure campaign requests are running smoothly between brand teams and vendor partners
• Act as primary point of contact for media planning team regarding capacity and campaign calendar planning
• Act as primary point of contact for brand teams who have questions about email options
• Become expert in:
• Available audience data, and how the data options can best support campaign goals
• How we use email, app and digital channels in synchronized ways to reach key audiences
• Lifecycle marketing programs which help drive optimizations and evolve programs

Basic Qualifications:
• Minimum of 5-7 years overall business experience, ideally in CRM/digital, marketing activation or related field (client or agency)
• Proven experience:
• Hands on program execution and management in a high velocity/dynamic environment
• Managing complex projects with multiple teams and components
• Collaborating with multiple stakeholders and teams
• Delivering on time
• Communicating with excellence and being highly responsive
• Answering more than specific questions and providing context beyond the basic answers
• Being a self-starter with great passion for delivering excellent customer experiences
• Analytical skills and ability to translate these insights to different audiences
• Learner who is constantly curious and driven by data
• High attention to detail and strong relationship skills

Preferred Qualifications:
• Data-driven marketing/performance marketing campaign management
• Experience with CRM technology and software capabilities
• Resourceful, open minded, can-do positive attitude who is inspired by challenges
• Understanding of sports environment

Required Education
• Bachelor's Degree in marketing or related field

Preferred Education
• Master's Degree in marketing or related field

Jobcode: Reference SBJ-d296qy-3-128-198-21-42 in your application.