EMAIL MARKETING PROGRAM MANAGER II, 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 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

 

  • Help lead the evaluation and selection process of Email Service Providers (ESPs) for clients with moderate complexity. Conduct comprehensive audits of existing programs and develop actionable recommendations for the program’s evolution.
  • Take responsibility for ensuring all email marketing activities comply with relevant laws and regulations, such as GDPR and CAN-SPAM. Conduct regular audits and updates to ensure ongoing compliance, and provide guidance to junior team members.
  • Take responsibility for crafting new customer journeys from scratch. This includes briefing campaigns, validating logic, and ensuring accurate setup. Collaborate with cross-functional teams to optimize these journeys.
  • Actively coordinate and collaborate with other teams to ensure cohesive and effective marketing efforts. Identify necessary inputs from different teams, provide clear direction, and effectively clarify and interpret different points of view to align team efforts.
  • Grow as an SME in evolving CRM platforms, capabilities, and technologies. Actively tie capabilities to customer needs and start to challenge thinking within the team, providing insights and recommendation
  • Take a more active role in developing A/B testing plans, including generating new test ideas based on reporting, industry trends, and personal observations. Work collaboratively with the team to implement and analyze tests.
  • Work closely with the Data Science team to analyze customer data and develop detailed CRM-related reports. Identify actionable insights from data and begin to influence collaborative projects with other teams and clients.
  • Lead the implementation of new processes to enhance efficiency and agility across internal teams and client partnerships.
  • Manage day-to-day communication with all levels of management, clients, partner/vendor teams, and colleagues, demonstrating increasing autonomy and decision-making.
  • Independently identify, research, and analyze potential CRM opportunities for growth on existing clients. Collaborate closely with Drumline Leadership to support New Business initiatives related to CRM & Loyalty, including offering feedback on scopes, proposals, and staffing plans.
  • Take a lead role in annual planning, goal definition, Quarterly Business Reviews (QBRs), and client conferences. Provide significant input, contribute to content creation, and present materials as necessary, demonstrating increasing autonomy and decision-making within established guidelines.
  • Provide leadership, coaching, and support to junior members of the team, encouraging a culture of innovation and continuous improvement under the guidance of senior management. Actively seek feedback from those around you.
  • Demonstrate a deep understanding of how CRM integrates with other areas of Drumline’s services, including Analytics Engineering, Data Science, Business Intelligence, and Data Management. Collaborate effectively across these departments to leverage synergies and enhance CRM initiatives.
  • Contribute significantly to the growth and overall success of Drumline by actively sharing industry insights, contributing to company committees or efforts, and leading process improvement initiatives.

 

WHAT SKILLS YOU BRING

 

  • A bachelor’s degree or equivalent work experience
  • 3-4 years of experience in Customer Relationship Marketing
  • Strong understanding of CRM MarTech technology stacks, data connectivity, email deliverability, and reputation management
  • Strong experience with customer personalization and strong analytic skills for data-driven customer communications
  • Near expert experience in designing and automating customer journeys based on data and behavior
  • Near expert written and visual communication skills
  • Organized and adaptable in a fast-paced environment. Knows how and when to ask for support with clarity.
  • Embraces and implements feedback from leaders, peers and clients. Growing ability to be radically candid. 
  • Persistent in the face of roadblocks and can handle the 'grey' area of ambiguous tasks.
  • Near expert ability to troubleshoot issues and problem-solve. Lead updating key documentation to share knowledge.
  • A positive, service-oriented approach to work
  • Near expert project management and planning skills

 

ADDITIONAL QUALIFICATIONS AND ON-THE-JOB LEARNING OPPORTUNITIES

 

  • Certified Email Marketing Specialist in Salesforce or similar certification
  • Proven technical proficiency in email marketing systems, legal regulations, and industry best practices
  • Experience using web content or email marketing management platforms
  • Advanced knowledge of campaign management, including segmentation, reporting, and analysis
  • Familiarity with 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)