Email Operations Manager, Slack Digital Customer Success

Salesforce - Indianapolis, IN

Full-time

Indianapolis, IN

Publishing Industries

About the position

The Email Operations Manager for Slack's Digital Customer Success team is responsible for enhancing customer engagement through targeted email campaigns. This role focuses on building digital-first success experiences for Slack's paying customers, ensuring they derive maximum value from their investment. The manager will oversee the end-to-end email operations process, utilizing data-driven strategies to optimize performance and improve customer onboarding and product adoption.

Responsibilities

• Identify "moment of truth" data triggers to inform email campaign strategies.
• Design and implement engaging targeted email journeys based on advanced segmentation.
• Develop and drive data strategies to optimize email performance and customer engagement.
• Manage the end-to-end email operations process, from campaign creation to deployment and analysis.
• Support the operations of customer programs across digital tools and platforms, focusing on email marketing technologies.
• Utilize data to segment the customer base effectively for targeted and personalized email campaigns.
• Work with Digital Success Programs Managers to define campaign requirements and align with email channel best practices.
• Define data needs to support future email programs and collaborate with operations and data engineering teams.
• Develop ongoing strategies to enhance email journey performance, including segmentation and A/B testing.
• Ensure the accuracy and quality of email campaigns, including content, links, and images, before deployment.
• Document campaigns and processes while maintaining alignment with the marketing operations team on email campaign performance.

Requirements

• 5+ years of experience in email marketing or email operations roles.
• 2+ years experience using Salesforce Marketing Cloud.
• Advanced knowledge of SQL, plus familiarity with HTML & CSS.
• Experience aligning partners and maintaining timelines across multiple projects.
• Knowledge of email performance metrics for deliverability and engagement.
• Experience creating, documenting, and improving processes to ensure timely and high quality execution.
• Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance.

Nice-to-haves

• Prior experience using Slack in a work environment.
• Understanding of SaaS business model and B2B sales processes.

Benefits

• Flexible work schedule with office flexibility (2-3 days in-office).