CRM Program Manager

About the role

The Program Manager is a proven CRM and engagement strategist responsible for designing, implementing and optimizing talent lifecycle marketing initiatives. They will develop and execute strategies that leverage email, SMS, agents, chatbots and talent communities to strengthen relationships with existing talent, enhance the talent experience, and improve conversion throughout the candidate journey. Success in this role requires expertise in customer journey optimization, exceptional project management skills, the ability to blend creativity and data, and strong collaboration across corporate teams and other company partners to deliver impactful, personalized experiences.

Responsibilities

• Analyze talent personas, segments, behaviors and journey stages to develop brand-aligned strategies that drive engagement throughout the talent lifecycle.
• Partner with the Director and Senior Manager on strategic planning for digital talent experience, database nurturing, and lifecycle marketing priorities.
• Maintain and evolve customer journey maps across the portfolio of brands, identifying key moments for engagement, reengagement, Talent Community adoption, product education, and seasonal or brand-specific outreach.
• Design and optimize cross-channel lifecycle marketing strategies, leveraging email, SMS, agents, chatbots and talent communities to deliver timely, personalized experiences that drive engagement and conversion.
• Collaborate with marketing, information systems, technology, operations and recruiting partners to align marketing strategies with recruiting processes and desired outcomes.
• Partner with Email Marketing on content strategy, testing frameworks and performance optimization to drive talent lifecycle marketing outcomes.
• Guide the evolution of talent community platforms across brands, aligning experiences to talent needs and preferences while partnering with internal teams to ensure platform effectiveness.
• Oversee outsourced Talent Community case & online customer service management and resolve issues regarding Talent Community.
• Assess, report and act on performance metrics to continuously improve engagement strategies, candidate experience and recruiting impact.
• Lead cross-functional and cross-opco collaboration to ensure alignment, smooth delivery, and successful execution of lifecycle marketing initiatives.

Skills

• CRM
• Program management
• Project management
• Salesforce Marketing Cloud
• Lifecycle marketing
• Journey maps
• Email marketing
• Marketing automation
• Tableau
• Adobe Analytics

Requirements

• B.S. in Business / Marketing, Communications or related major or equivalent business experience
• Minimum 5–10 years of experience leveraging CRM platforms and customer data to develop targeted engagement strategies
• Ability to implement successful B2C nurturing programs
• Excellent communication skills with a proven ability to drive projects to successful completion
• Data-driven individual who can analyze information and use it to create compelling and creative B2C strategies
• Strong collaboration with peers, leadership, and cross-functional teams
• Outstanding relationship management, organizational, and project management skills
• Demonstrated experience developing and optimizing email, SMS, chatbot, automation, or cross-channel engagement strategies
• Marketing Cloud and Salesforce product suite experience preferred
• Experience working in Tableau and Adobe Analytics preferred
• Ability to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently
• Demonstrated ability to think analytically, solve problems, make decisions, and use sound judgment
• Comfortably navigates ambiguous requests with patience and persistence

Pay

The pay range for this position is $80,000.00 – $119,000.00 per year. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

• Medical, Dental & Vision
• 401(k)/Roth
• Life & AD&D Insurance
• Short-Term & Long-Term Disability
• HSA & DCFSA
• Transportation Benefits
• Employee Assistance Program
• Tuition Assistance
• PTO and Parental Leave
• Annual Bonus Opportunity ($9,000 target)

Schedule

This is a hybrid position based in Hanover, MD 21076.