Customer Relationship Management (CRM) Specialist

We are looking for a talented CRM Specialist to join our team!

This position is remote.

Customer Relationship Management (CRM) Specialist

The SSA Group is a visitor services company that provides admissions, retail, food & beverage, and catering to over 60 zoos, museums, aquariums, and iconic attractions in 26 states nationwide. Check out SSA at the below websites:

• thessagroup.com
• https://www.facebook.com/ssagrp/
• https://www.linkedin.com/company/thessagroup
• https://www.instagram.com/thessagroup/

Position Title: Customer Relationship Management (CRM) Specialist

Reports to: Admissions Strategist

Job Description:

The Admissions Customer Relationship Management (CRM) Specialists primary responsibility is to implement, execute and monitor CRM strategies that drive guest and member engagement, revenue, visitation, and membership increases. Utilizing best practices, knowledge, skills and abilities this role will develop communication sequences and campaigns (automated & manual) that moves individuals from leads to loyal consumers.

The specialist will develop audience targets, design, author and execute email campaigns and report on their performance using primarily Microsoft Dynamics, Mailchimp and Google Analytics. This role will provide insights related to customer behavior, lifetime value, persona development, and visitation metrics to support guest experience initiatives and overall understanding of the target guest at

partner sites.

This role will support partner sites in providing engaging content at opportune times throughout the customer journey to drive revenue and encourage brand loyalty. This includes designing a cohesive and comprehensive guest communications plan with key stakeholders at SSA and the partner site, ensuring all vehicles/methods (e.g., confirmation emails, renewal letters, redemption media) across all of SSAs Admissions partner sites are consistent and leverage shared learnings for optimal effectiveness.

This role has the opportunity to positively impact some of the coolest cultural attractions on the planet, and help support our partners mission of sustainability, conservation and animal welfare education.

Responsibilities may consist of (but not limited to):

Key Responsibility Pillars

People

• As an individual contributor, provides Admissions Strategist with day-to-day updates analyzing campaign results, provide insights to optimize marketing and segmentation and develop new CRM campaign strategies.
• Acts as a subject matter expert on CRM within SSA Group to fellow coworkers in Admissions and other HQ departments also looking to deeply engage with their consumers.
• Establishes and nurtures relationships with leadership, marketing, sales, development, and membership teams at partner attractions to facilitate a full understanding of the attractions vision, mission and product offering.
• Responsible for user management and training related to CRM processes and technologies

Growth

• Understand the sources of data the feed into the Microsoft Dynamics Sales platform and identifies opportunities for growth in engagement, revenue, visitation, and membership from consumer segments.
• Advise on guest, member and donor acquisition, engagement, and incremental revenue strategies, recommend the proper tools, and execute when needed.

Operational Excellence

• Utilize analytics and customer data to develop and execute communication strategies at the customer level that drive optimal results.
• Management and optimization of the customer lifecycle including prospecting, nurturing, conversion, up-sell and retention strategies.
• Monitor and improve performance of all CRM communications. Collaborate with internal teams and partner sites to ensure the campaign and content are aligned with partner attractions brand strategies. Process includes project briefs, collaborating on integrated communication plans, ideation / innovation, and execution.
• Build creative, engaging emails, SMS and social campaigns that drive excellent open and click-through rates and build brand loyalty to the partner site.
• Test and optimize campaign strategies that deliver against return-on-investment targets while driving and optimizing key performance metrics. Includes deploying A/B subject line, creative and copy tests regularly.
• Assist with developing a campaign calendar for each partner site, including production and deployment schedule to ensure timely execution of campaigns and efficient use of resources and budget. Seamlessly integrate existing partner site campaigns into fully comprehensive communication calendar to ensure all activities are efficiently leveraging deployed technological solutions.
• Develop or partner with others on development of analytical reports that track all program and campaign performance.
• Provide day-to-day support of CRM administrative responsibilities, including data manipulation, field/object creation and workflow/trigger creation.
• Conduct routine research to understand market and supply fresh ideas that ensures utilization of CRM best practices, latest tools, trends and techniques.
• Actively manage and ensure compliance with guest contact management rules and guidelines through oversight and auditing.
• Ensures compliance with applicable laws and regulations related to CRM (e.g., Controlling the Assault of Non-Solicited Pornography And Marketing [CAN-SPAM], California Consumer Privacy Act [CCPA], Canada's Anti-Spam Legislation [CASL], Children's Online Privacy Protection Rule [COPPA]) at partner attractions.

Social Responsibility & Culture

• Supports unit in being an example for Company & Partner guidelines with regard to Sustainability/Conservation efforts.
• Supports SSA in driving community effort through engagement activities and focus on opportunities of giving back.
• Ensures a collaborative environment that while highly planned and organized is prepared for unexpected changes and is agile in reacting to changes.
• Promote an inclusive & supportive approach in all projects.

Requirements:

• Bachelors Degree in Marketing, Communications or Business preferred (MBA a plus) or combination of education and experience.
• 2-3 years experience development of CRM marketing strategies involving email, lead generation, mobile, and social marketing.
• Strong knowledge of HTML and CSS for email design and overall email processes, including responsive design.
• A demonstrated proficiency of Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint).
• 1-2 years experience working with Microsoft Dynamics Sales to facilitate CRM segmentation and campaigns.
• Excellent verbal and written communication skills including authoring marketing communications.
• Ability to travel up to 15-25% of the calendar year, which may include weekends and holidays.
• Ability to lift 30 lbs. or more as needed; if accommodation is needed, employee may work with People Department and Direct Report through this.
• Experience in attractions, hospitality, or non-profit industries is a plus
• Experience with the Galaxy Ticketing System or other ticketing point of sale software preferred

Core Competencies:

• Excellent interpersonal and communication skills, including exhibiting professionalism and diplomacy when working with customers.
• Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure.
• Efficiency: Able to produce significant output with minimal wasted effort.
• Organization and planning: Plans, organizes, schedules, and budgets in an efficient, productive manner. Focuses on key priorities.
• Attention to detail: Does not let important details slip through the cracks or derail a project.
• Endurance: Demonstrates tenacity and willingness to go the distance to get something done.
• Proactivity: Acts without being told what to do. Brings new ideas to the company.
• Flexibility/Adaptability: Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Creativity/innovation: Generates new and innovative approaches to problems
• Teamwork: Reaches out to peers and cooperates with supervisors to establish an overall collaborative working relationship.
• Fast paced environment, multiple tasks and projects to be handled under time constraint.
• Ability to simultaneously manage several projects, and not be frustrated by changing priorities and unforeseen obstacles to achieving objectives.

This is by no means an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with this job description. The Company reserves the right to revise the job description or to require that other or different tasks are performed when circumstances change (i.e. emergencies, changes in personnel, workload, rush jobs or technological developments)

Salary Range: $60k-$80