Senior Marketing Manager, CRM Lifecycle & Retention

| El Segundo
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Machines that Move Us. 

People who Inspire Us.

Stories that Drive Us.


Check us out: http://bit.ly/MotorTrendG


About Us


We are MotorTrend.

With a monthly reach of more than 131 million, MTG is the largest automotive media company in the world. With franchises including MotorTrend, Hot Rod, Automobile, Wheeler Dealers, Roadkill, Best Driver’s Car, and dozens of other world-class brands, we are reimagining storytelling around mobility. Our portfolio brings together Discovery’s #1 TV network for automotive super fans, with our vast automotive digital platform that includes direct-to-consumer products, websites, apps, connected TVs, social, and live events.


Our People


The people who work at MotorTrend embody the passion of our content, and wake up every day intent on embracing, entertaining, and empowering the motoring world. 


The Role


Job Summary & Responsibilities:

The Senior Marketing Manager, CRM Lifecycle & Retention (full-time, salaried, regular) will be a strategic leader on our growing Growth & Lifecycle Marketing Team focused on the development and implementation of results-driven email, messaging, and retention strategies to drive performance for the MotorTrend SVOD offering and other important digital initiatives.

The Senior Marketing Manager, CRM Lifecycle & Retention will set the strategy and oversee the day-to-day execution of email, push notification program planning, development, approval and deployment process to drive user acquisition, engagement, and retention. This role will maintain and further develop our existing email marketing program with a focus on qualified customer database acquisition, lifecycle trigger programs and the evolution of segmentation & personalization strategies. This individual is a key contributor to driving subscribers, engagement, retention and retargeting via CRM, email and push notifications and should be results-driven with exceptional attention to detail and knowledge of email metrics and ROI analysis. In this role, you will also partner with the Product Team to architect and implement in-product customer retention strategies meant to increase lifetime value.

Essential duties and responsibilities include, but not limited to: 

  • Define overall CRM and push notification acquisition, conversion and retention strategy; evaluate and provide ROI quantification.
  • Develop strategy and conduct all aspects of automated email, push notification, in-product messaging, and direct marketing campaigns and newsletters, including creative development, production work flow, legal compliance, campaign scheduling, targeting/list selection, campaign test design (test and control, factorial design, sampling, etc.), and post-campaign analysis.
  • Lead and manage customer loyalty programs, including acquisition, retention, marketing planning, offer/benefits development and customer communication
  • Create and execute data driven, dynamic automated campaigns and deliver highly targeted/segmented marketing campaigns, lifecycle messages, retention/reactivation programs, and loyalty building communications
  • Manage and enhance Customer Email program by managing creative, subject lines, and testing as well as adding additional programs.
  • Create and execute marketing automation campaigns to drive key actions of users on MotorTrend digital properties across the customer lifecycle, with a focus on email and mobile (push, in-app) marketing
  • Partner with Product Team to develop and implement retention strategy rooted in data with clear objectives and KPIs, to provide value to MotorTrend customers and drive maximum Lifetime Value (LTV)
  • Drive A/B testing and multivariate testing with long-term control groups to identify impacts of full lifecycle programming
  • Partner with Customer Care and Product teams to identify optimization opportunities within subscription upgrade and customer cancellation experiences
  • Develop KPIs around free trial to first payment conversion of subscription product and identify key actions to retaining members to grow Lifetime Value (LTV)
  • Work closely with BI on analysis and reporting on the success of programs and retention KPIs

Supervisory Responsibility:

  • This position will include supervising the Manager, Digital Communications, the Manager, Loyalty & Engagement and possible other employees where applicable. Supervisory responsibilities include but are not limited to:
    • Cultivate a positive culture of teamwork, respect, and excellence
    • Provide consistent training, support, and mentorship to team
    • Clearly define roles and responsibilities, empower team members to own, execute, and achieve in their roles
    • Review and approve individual timecards (as needed) and time-off requests to ensure optimal staffing levels
    • Effective, fair, and consistent performance management
    • Fairly and consistently ensure compliance with company policies and procedures
    • Provide consistent and clear reporting and KPI’s of those you are managing to Sr. Leadership Teams

Education/Experience:

  • BA/BS in Marketing, Communications, or related field
  • Minimum 5 – 7 years in lifecycle/CRM, email marketing and/or automation marketing roles
  • Experience in D2C subscription-based industry (ideally entertainment, digital, mobile, gaming or automotive)
  • Extensive experience in working with an email service provider, managing a daily email/SMS campaign and reporting on results is required
  • Previous experience implementing an email automation tool is required
  • Experience leading and growing direct reports required

Knowledge, Skills, & Abilities:

  • Excellent people skills – relationship building at all levels, impeccable communication, collaboration, patience and tact 
  • Solid communications/presentation skills and the ability to work in a fluid corporate work environment with multiple stakeholders
  • Understanding of email fundamentals: CAN-SPAM requirements, segmentation, performance metrics, etc.
  • Understanding of HTML and email design best practices across desktop, mobile and tablet
  • Demonstrated success in managing high volume integrated email marketing programs for consumer audiences
  • Strong understanding of customer segmentation, behavior and consumer insights
  • Experience in consumer segmentations and marketing operations tools.
  • Familiarity with What Counts, Braze, Adobe Campaigns, Adobe Analytics, and Branch
  • Strong analytical and problem-solving skills.
  • Ability to document processes and project plans clearly and effectively.
  • Advanced skills in Excel (pivot tables and formulas), PowerPoint
  • Proficient in Photoshop with ability to design creative a major plus
  • Familiarity with Tableau a plus
  • Strong interpersonal, communication and presentation skills
  • Ability to liaise with technical, marketing and business teams
  • Must have prior segmentation experience, preferably in Braze
  • Must be results driven with an excellent attention to detail
  • Creative problem-solver who works well as part of a team
  • Must be able to organize, prioritize and schedule a high workload, efficiently
  • Must have strong written and oral communication skills - particularly within large organizations
  • Exceptional analytical, conceptual, and problem-solving abilities
  • Must be able to organize, prioritize and schedule a high workload, efficiently

Physical Requirements:

  • The ability to sit for prolonged period of time and view computer screen
  • Some travel is required for this position

Equipment/Software Used:

  • Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
  • Keynote
  • Adobe/Omniture
  • Kochava
  • Tableau
  • ESPs – What Counts, Braze, Adobe Campaigns
  • Branch
  • Photoshop
  • Slack

Work Environment:

  • Position is remote until at least Spring 2021 then located in El Segundo, CA office
  • Work is performed in an office environment that is well lit and ventilated.

NOTE: This position description reflects management’s assignment of essential functions; it does not prescribe or restrict any other tasks that may be assigned.



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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLanguages
    • ReduxLibraries
    • Node.jsFrameworks
    • MongoDBDatabases

Location

Conveniently located off i-405, near LAX, Douglas Metro Green Line Station & the beach! Many walkable restaurant, café, drink, grocery & shop options.

An Insider's view of MotorTrend Group

What are some social events your company does?

We work hard and love to celebrate our diligence. We host wellness classes, caterings, have arcade machines and give back in our community. We go to Dodger's Stadium, K1 Speed, host movie nights, and get free access to MTG events. Summer time is the best time at MotorTrend! We have KidsDay, ice cream bars, pizza parties and end with a company BBQ.

Stephanie Rios

Human Resources Generalist

How do you collaborate with other teams in the company?

The essence of Motortrend’s culture lies in delivering value through teamwork & collaboration. We integrated Motortrend's platforms with a sophisticated backend platform called SONIC. The teams "Swarmed" together to solve complex problems as one. Open comms, approachable leaders & an “all hands on deck” attitude are the backbone to our success.

Uma Rao

Sr. Technical Program Manager

What is your vision for the company?

Every day our team wakes up ready to Embrace Entertain & Empower a motoring world. Embracing the Car-Nivore in all of us. Entertaining our 110 MM digital fans with addictive storytelling & experiences. Empowering MotorTrend families with over 70 yrs of street cred. MotorTrend is building a billion-dollar car company without building a single car.

Alex Wellen

President

What's something quirky about your company?

As an auto enthusiast, working at MotorTrend is the realization of a dream. Each day brings something new, from million dollar Pagani's to LowRiders & HotRods rolling into our office. MotorTrend is on the cutting edge of technology implementation and we are diving the way consumers now consume content via their mobile device and television apps.

Thomas Rosquin

SEO Manager

What are MotorTrend Group Perks + Benefits

MotorTrend Group Benefits Overview

We offer comprehensive health benefits for you and your family.

Culture
Volunteer in local community
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Parking
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Mentorship program
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