Manager - CRM Direct Marketing

Work Perks

At Frontier, we like to think we’re creating something very special for our team members. Work is why we’re here, but the perks are nice too:

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

Who We Are

Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.*

What Will You Be Doing?

The Manager, Direct Marketing is responsible for the cultivation and growth of revenue and loyalty, by creating personalized customer journeys that produce optimal lifetime value, by executing the promotional calendar across email, SMS, PUSH, and Web. They work with the larger Marketing department and Loyalty team to define and execute marketing strategies and tactical planning for revenue and growth goals. They will create strategies for reducing churn, increasing revenue, and optimizing engagement with the Frontier catalog of products, services, and memberships. The Manager, Direct Marketing also owns communication with customers throughout the travel experience, ensuring customers have all necessary info about Frontier’s policies, flight updates, and other pertinent information for the best possible customer experience.

Essential Functions

• Manage and execute email/SMS marketing calendar and ensure alignment with business priorities, demand forecasts, and internal stakeholders.
• Produce and execute all email and SMS campaigns, including building emails from templates and HTML, copywriting, asset coordination, QA, and scheduling.
• Devise and execute A/B tests, manage testing calendar, record results, and advise on improvements. Testing includes subject lines, message content, CTAs, customer cohorts, segments, send time, and new features intended to drive performance lift.
• Own cross channel communication for travel, loyalty, and re-engagement touchpoints working with all departments throughout the company to ensure a cohesive customer journey and branding.
• Develop growth strategies for incremental revenue, bookings, and loyalty program adoption rates.
• Develop customer journeys, profiles, and targeted offers based on owned and third-party data that optimize lifetime value and marketing channel/loyalty program engagement and retention rates.
• Own or manage the owners of relationships with key partners and vendors for the retention portion of the marketing technology stack including Frontier’s Email Service Provider, Mobile App Push notifications, and SMS.
• Key member of committees that own and manage Frontier’s flight disruption management platform and Customer Data Platform.
• Create and manage marketing database schemas and technical data integrations.
• Analyze data to identify trends in audience engagement, product performance, and seasonal behavior to drive planning and strategy for consumer lifecycle touchpoints.
• Provide Marketing and Commercial team leaders with reports and thoughtful insights into marketing campaign performance, creative, audiences, product development, promotions, travel trends, and consumer engagement.
• Write and structure technical and language tests and experiments across multiple channels.

Qualifications

• 4-7 years of Direct to Consumer marketing experience with a focus on audience management and at least 5 years of CRM, CDP, or ESP platform management.
• Expertise with marketing tech stacks, HTML, database design, APIs, and logic coding languages.
• Experience managing technical projects and incorporating new technologies and platforms into consumer funnels and lifecycles.
• Experience managing technical/developer relationships both within the company and with external vendors, managing project scope, timelines, budget, and escalations.
• 4+ years managing project and vendor budgets in excess of $1 Million per year.
• Ability to create and manage partnerships with organizations to form collaborative marketing campaign.
• Experience analyzing, tracking, and building reports for digital marketing campaigns.
• Understanding of email best practices, including deliverability, CAN-SPAM, segmentation, customer lifecycles, triggered messages, etc.
• Knowledge, Skills And Abilities: Comfortable receiving feedback and quickly change course based on business needs; Team player who can work collaboratively with other departments, partners and marketers; Must have excellent communication and interpersonal skills; Must be self-motivated, self-starter, have a sense of urgency and extremely well-organized; Ability to work with minimum supervision in a collaborative team environment; Microsoft office product skills including Excel and PowerPoint; Ability to meet deadlines while working in a fast-paced, changing environment; Must exercise sound business judgment and handle confidential information with sensitivity; Must be a team player with ability to work on several projects at a time;