PROGRAM MANAGER I, CRM & LOYALTY

(DALLAS, TX OR REMOTE)

 

WHO WE ARE

 

Drumline is an independent, women-owned professional services firm that works at the intersection of data, analytics, technology, and marketing.

 

We’re an ensemble of tireless learners and creative problem-solvers focused on helping clients tackle tough problems, make smarter decisions, and generate incremental business value. How do we do that? By helping them get into a rhythm fueled by insights. This becomes an unstoppable force that moves them forward, every day.

 

Voted one of the Best Places to Work in Dallas, we care deeply about cultivating an inclusive culture, promoting flexibility, and encouraging mutual respect. We’re committed to the growth of our people, our clients, and our community.

 

WHAT WE’RE LOOKING FOR

 

Drumline’s CRM & Loyalty team is a group of data-driven marketers who are responsible for strategy development, creative execution, platform architecture and management, and performance measurement and optimization.

 

As a member of our CRM & Loyalty team, you will actively help manage email marketing and CRM programs on behalf of our clients and will work to ensure that the programs we run maximize customer retention, loyalty, and customer lifetime value.

 

Working across multiple brands and verticals, you will be tasked with creating, testing, and iterating on email plans to inspire, engage, and delight consumers with a world-class email experience. This is a highly collaborative role that interfaces with many internal departments and external partners. You will get the chance to work alongside our decision science, digital analytics, and data intelligence teams.

 

WHAT YOU’LL DO

 

  • Assist in the development and implementation of basic marketing automation, customer data, and loyalty marketing strategies. Focus on learning and applying foundational principles to drive customer engagement and increase conversion rates.
  • Support the evaluation and selection process of Email Service Providers (ESPs) under the guidance of senior team members. Assist in conducting basic audits of existing programs and contribute to recommendations for program improvement.
  • Support senior team members in ensuring all email marketing activities comply with relevant laws and regulations, such as GDPR and CAN-SPAM. Help maintain documentation and conduct basic checks under guidance.
  • Assist in crafting new customer journeys from scratch. Help with briefing campaigns, validating logic, and ensuring accurate setup under guidance.
  • Learn to identify where other teams' inputs are needed and assist in giving clear direction and clarifying different points of view under guidance. Support collaboration efforts when needed.
  • Begin to develop expertise in evolving CRM platforms, capabilities, and technologies. Assist in tying capabilities to customer needs and learn to challenge thinking under the guidance of senior team members.
  • Support the development of A/B testing plans by helping to gather data, industry trends, and observations. Learn to contribute new test ideas under the guidance of senior team members
  • Collaborate with other teams under guidance to support their projects. Develop an understanding of the analysis and reports from senior members and the Data Science team. Help in developing CRM-related reports and begin to learn how to identify actionable insights.
  • Help support implement new processes aimed at improving efficiency and agility within internal teams and client relationships. Begin to grow confidence in sharing ideas and opportunities for new processes.
  • Work closely with oversight from senior members to manage day-to-day communication with appropriate levels of management, clients, partner/vendor teams, and colleagues.
  • Assist in identifying and researching potential CRM opportunities for growth on existing clients. Grow confidence in sharing ideas and raising hand for new opportunities.
  • Assist in supporting annual planning, goal definition and Quarterly Business Reviews (QBRs) under the guidance of senior team members. Contribute input and help in creating and presenting materials as required.
  • Be open to receiving leadership, coaching, and support from senior team members to foster a culture of innovation and continuous improvement within the team. Start flexing your own feedback muscles by asking for ongoing feedback and giving feedback to others.
  • Be curious. Start developing a foundational understanding of how CRM integrates with other areas of Drumline’s services, such as Analytics Engineering, Data Science, Business Intelligence, and Data Management.
  • Actively participate in company discussions, join a committee, and/or support process improvement initiatives.

 

WHAT SKILLS YOU BRING

 

  • A bachelor’s degree or equivalent work experience
  • 1+ years of experience in Customer Relationship Marketing
  • Growing understanding of CRM MarTech technology stacks, data connectivity, email deliverability, and reputation management
  • Experience with customer personalization and strong analytic skills for data-driven customer communications
  • Experience in designing and automating customer journeys based on data and behavior
  • Strong written and visual communication skills
  • Organized and adaptable in a fast-paced environment.
  • Embraces and implements feedback from leaders, peers and clients
  • Not afraid to try new things and preserve when challenges arise.
  • Strong troubleshooting and problem-solving skills Comfortable with and able to make steady progress on ambiguous tasks, asking for guidance when needed.
  • A positive, service-oriented approach to work
  • Strong project management and planning skills

 

ADDITIONAL QUALIFICATIONS AND ON-THE-JOB LEARNING OPPORTUNITIES

 

  • Become a certified Email Marketing Specialist in Salesforce
  • Evidence of a technical understanding of email marketing systems, governing laws and regulations, and industry best practices
  • Evidence of experience using web content or email marketing management platforms
  • Knowledge of campaign management, including segmentation, reporting, and analysis
  • Knowledge of SMTP protocol, DNS, ISP/domain-specific delivery policies, and handling rules
  • Understanding of relational database management practices
  • Basic proficiency in HTML
  • Basic proficiency in SQL and other database management/query languages

 

WHY CHOOSE US

 

  • Generous paid time off
    • 13 Company Holidays
    • 4 Floating Holidays
    • 4 Community Service days
    • Accrued vacation time & sick time
  • 401K with company matching program
  • Annual profit sharing and bonus
  • A comprehensive health, dental and life insurance package for employees and dependents
    • Healthcare premiums for employees are covered 100% by Drumline
  • Strong company culture of individuals that care deeply about the work they are doing and the people around them
  • Focus on career and personal development resulting in opportunities for growth
  • Awarded one of the Best Places to Work by the Dallas Business Journal which determines winners based on direct employee feedback
  • Encourages work/life balance with opportunities for both remote and in-office work environments
  • Diverse set of clients with interesting challenges
  • Additional hard and soft benefits including, company service days that give us a chance to give back together, team building events throughout the year, and devoted time for deep work (e.g., Deep Work Wednesdays, Focus Fridays)