CRM Senior Marketing Manager (SFMC)

The Quest Diagnostics unified marketing organization is a broad and dynamic team that values innovation, communication, and collaboration as we strive to deliver the best-in-class marketing for our company and ultimately our customers. We deliver value through market-based, customer-centric, and clinical and non-clinical solution marketing teams focused on Patients, Physicians, Health Systems, Health Plans, Employers, and Life Sciences. Our marketing enabling functions include teams focused on brand, digital, marketing operations, and communications.

The CRM Senior Marketing Manager is responsible for the strategy and development of transactional, lifecycle, and promotional email marketing campaigns in Salesforce Marketing Cloud to support our Consumer business goals in customer acquisition, loyalty, and retention. The CRM Senior Marketing Manager will collaborate closely with internal teams to support the execution of email campaigns and operations. The CRM Senior Marketing Manager is responsible for the strategy and development of transactional, lifecycle, and promotional email marketing campaigns in Salesforce Marketing Cloud to support our Consumer ecommerce business goals in customer acquisition, loyalty, and retention. This role will be part of the Consumer Marketing team.

This is a remote work opportunity.

• Develop and implement a lifecycle campaign strategy that drives new customer acquisition, repeat purchase behavior, and increases lifetime value across all customer segments
• Internally executed campaigns: Take a hands-on role in building, testing, and executing email journeys and campaigns in Salesforce Marketing Cloud to deliver multi-touch communications
• Agency-executed campaigns: Coordinate with internal stakeholders and agency partner(s) on key deliverables and milestones in the end-to-end email campaign development and deployment process, including campaign briefs, creative development, asset deliverables, internal reviews and approvals of proofs and deployment plans
• Coordinate with internal stakeholders and agency partner(s) on key deliverables and milestones in the end-to-end email campaign development and deployment process, including campaign briefs, creative development, asset deliverables, internal reviews and approvals of proofs and deployment plans
• Collaborate cross-functionally to plan and strategize content creation
• Support transactional SMS campaigns in Salesforce Marketing Cloud
• Prepare and manage data extensions to structure and store data effectively within SFMC
• Use data to segment audiences for targeted and personalized marketing efforts
• Develop and implement a strategy for A/B testing
• Provide reporting and insights to peers and business leaders
• Knowledge of CRM best practices and CAN-SPAM compliance laws
• Participate in the team’s day-to-day CRM team protocols and maintain the CRM campaign calendar
• Proofread, edit, and fact-check content to ensure communications are accurate and compelling, that disclaimers are correct, and that brand guidelines have been followed
• Facilitate the internal review and approval process for emails and SMS, and ensure feedback is implemented
• Test and complete quality assurance of emails, ensuring compatibility with web browsers and email clients and all links, images, subject lines, personalized fields, and list segments are accurate and working properly
• Keep documentation up to date with changes in email / SMS content

Required Work Experience:

• 8+ years of experience managing consumer lifecycle campaigns
• 5+ years of experience with Salesforce Marketing Cloud

Preferred Work Experience:

• Healthcare industry experience would be a bonus
• Completion of the Salesforce Marketing Cloud Email Specialist and Administration Certification  
• Team-oriented with the ability to work well with diverse, cross-functional teams in a matrixed organization
• Capable of working autonomously in a fast-paced environment
• Can self-prioritize tasks and context switch as needed
• Must be comfortable with a deadline-driven environment

Required Skills:

• Email marketing and customer journey knowledge
• Excellent project management skills, including management of agencies and vendors to ensure execution
• Ability to organize, prioritize, and manage multiple tasks with great attention to detail
• Superb written communication skills, including drafting content and proofreading
• Familiarity with project management tools, preferably Jira

Technical/Job-Specific Knowledge:

• HTML and CSS knowledge
• Hands-on experience with Salesforce Marketing Cloud required, including experience with Journey Builder, Email Studio, and Automation Builder, and familiarity with Ampscript
• SQL querying knowledge
• Well-versed in API integration with other platforms