CRM Lead

Chamberlain Group - Oak Brook, IL

Full-time - Mid Level

Hybrid - Oak Brook, IL

Professional, Scientific, and Technical Services

About the position

The CRM Lead at Chamberlain Group is a pivotal role within the Marketing function, focusing on the planning and execution of B2B and B2C marketing campaigns through email and push notifications. This position is responsible for developing CRM programs that enhance customer engagement, conversion, and retention, while collaborating with cross-functional teams to optimize customer journeys and digital user experiences.

Responsibilities

• Own development of CRM programs including strategy and development of integrated cross-channel campaigns to improve primary KPIs: Deliverability, Open and Click Rates, Click Conversion, and LTV.
• Work cross-functionally across Marketing teams to build fully integrated digital marketing programs while ensuring digital best practices are implemented and customer journeys and digital user experiences are optimized.
• Update programs as needed for planned and unplanned business changes and promotional updates; efficiently and effectively modify email plans accordingly to enhance overall channel performance and meet shifting needs of the business.
• Oversee audience activation of data driven marketing, building, testing, scheduling, deploying, and reporting on standard KPIs for email, push, and SMS programs to support the full customer journey.
• Lead integration of CRM programming across digital and non-digital channels to deliver the optimal end user experience.
• Enable data driven marketing through campaign design, tactical execution, and measurement/reporting for email, push, SMS channels targeting end users.
• Advise on customer messaging and creative to drive engagement, conversion, customer acquisition and retention.
• Continuously test content, creative and contact cadence across multiple formats and platforms to maximize outcomes and conversion.
• Troubleshoot and problem solve as necessary to address delivery issues, excessive bounce rates, or significant unsubscribing.
• Ensure compliance with CAN-SPAM Act and all other applicable regulations and best practices.
• Review ESP and CRM technology platforms and make recommendations to ensure best in class support for Chamberlain Group's digital CRM programs; Partner with Marketing Technology and IT teams in implementation and enhancement of CRM technology.
• Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.

Requirements

• Bachelor's Degree in Business or Marketing
• 5+ years of Marketing experience
• 1-2 years working directly in Marketing Cloud and Pardot
• Deep understanding of customer lifecycle management
• Demonstrable track record of applying data-driven personalization strategies
• Ability to work in a matrixed organization
• Ability to travel 10% - internationally and domestically