Senior Manager, CRM & Lifecycle Marketing

Key Responsibilities

• Execute and optimize multi-channel lifecycle programs aligned to defined brand strategies and omnichannel priorities
• Translate approved journey designs into activated campaigns, ensuring sequencing, timing, and audience alignment
• Partner with U.S. and International teams to execute lifecycle programs that are globally consistent and locally adaptable within regulatory requirements
• Continuously optimize lifecycle programs based on performance insights, business priorities, and customer behavior
• CRM Campaign Activation (Within IT-Managed Frameworks)
• Execute lifecycle campaigns within Salesforce Marketing Cloud (SFMC), including audience creation, journey configuration, QA, and deployment
• Leverage IT-defined data models and platform frameworks
• Apply approved segmentation and personalization logic using available first- and third-party data sources
• Build and manage campaign setup, scheduling, and execution in a timely, detail-oriented manner; troubleshoot campaign issues, driving continuous improvement in CRM capabilities
• Cross-Functional Platform & Data Partnership
• Partner closely with Omnichannel Operations Leads to execute against defined journey strategies and campaign sequencing
• Collaborate with Advanced Analytics and Data Strategy to apply segmentation, targeting, and personalization approaches
• Persistently engage with IT and Data teams to ensure campaign readiness, data availability, and platform reliability
• Serve as a key liaison with external agencies and vendors supporting CRM execution
• Campaign Operations, QA & Optimization
• Troubleshoot campaign-level issues (e.g., audience logic, journey behavior, delivery performance) and partner with IT on system-level root cause resolution
• Execute test-and-learn plans, including A/B and multivariate testing
• Optimize channel performance, including cadence, frequency, and engagement
• Governance, Compliance & Scalable Execution
• Execute campaigns in alignment with compliance, consent, and regulatory requirements (e.g., HIPAA, GDPR, OneTrust frameworks)
• Maintain campaign documentation, QA processes, and audit readiness
• Leverage and contribute to standardized templates, modular assets, and reusable lifecycle frameworks
• Ensure campaigns align with omnichannel plans and cross-channel coordination
• Performance, Measurement & Enablement
• Track and report on lifecycle performance metrics (engagement, conversion, retention, deliverability)
• Partner with Advanced Analytics & Data Strategy to connect campaign performance to business outcomes
• Provide insights and recommendations to improve lifecycle execution and effectiveness

Qualifications

• 5+ years in CRM, lifecycle marketing, or digital marketing in a complex or regulated environment
• Hands-on experience executing campaigns in Salesforce Marketing Cloud or similar platforms
• Strong understanding of customer lifecycle and multi-channel orchestration
• Experience working cross-functionally with marketing, analytics, and technology teams

Preferred Experience:

• In biopharma, healthcare, or regulated industries
• Familiarity with Salesforce Data Cloud, Marketing Cloud
• Working knowledge of SQL, AMPscript, or similar tools (for campaign execution, not engineering)
• Experience supporting global lifecycle programs
• Exposure to consent, preference management, and privacy frameworks