Marketing Automation Customer Experience Manager

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Please tell us if you require a reasonable accommodation to apply for a job or to perform your job by emailing Careers@Crain.com. Description Crain Communications is seeking a dynamic, experienced Marketing Automation Customer Experience Manager to oversee the end-to-end customer experience for the email channel. To be considered for this role, a person should have a deep understanding of both marketing automation concepts and customer experience journey mapping. Reporting to the Marketing Operations Director, the ideal candidate will manage a team of marketing automation solutions architects who support the acquisition and retention marketing teams for owned marketing channels. You will be responsible for partnering with marketers to understand their goals and ensure new initiatives are built with the proper governance and consideration of the customer experience. You will be responsible for setting and implementing traffic management guidelines, overseeing the connectivity and hand-offs of campaigns within the customer journey, and bringing visibility to the performance of marketing automation campaigns and journeys. A successful candidate is a player-coach who loves process and has a keen eye for detail. This individual should excel at working both independently and collaboratively in a team environment. As a member of Operations, you’ll need to be hands-on in the platform and processes, and have a strategic mindset to work across multiple teams and levels of stakeholders. You will work closely with our Marketing Automation system administrator as well as our brand and campaign operations marketing automation teams to bring visibility and governance to our marketing automation platform and campaigns. Position could be based in Chicago, Detroit, New York, or remote. Responsibilities: Manage a team of Marketing Automation Solutions architects to build campaigns and journeys, lists and processes in the Marketing Automation platform (Sailthru and Pardot) Partner with Marketing to develop solutions that meet their strategic goals and create a best-in-class customer experience for subscribers and prospects Develop requirements and work with system administrator to implement solutions for integrations and system configuration to support initiatives from marketing, technology, analytics, and brands Create, implement, and maintain traffic management process and governance Document and communicate customer journey map with stakeholders to give visibility into all activity in owned channels Report on channel performance and identify areas for improvement Be the in-house expert on marketing automation best practices, trends, and industry updates Basic Qualifications: Bachelor’s degree in business or computer science, or related field Minimum of 5 years’ experience working in Marketing Automation platforms (Sailthru or Pardot preferable) Minimum of 2 years people management experience Proven experience with building a complex customer journey experience A proven track record of creating marketing automation solutions to meet strategic marketing goals Highly detail oriented, with strong organizational skills Proactive, self-starter with the ability to collaborate across multiple teams Strong verbal and written communication skills This position is exempt under the Fair Labor Standards Act and is not eligible for overtime pay. #marketing #LI-Remote #LI-KL1 #mid #full-time Visit us at www.Crain.com @CrainComm Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)