Sr CRM Manager

Overview

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre‑qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances.

Frontdoor is a cutting edge, one‑stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre‑qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more.

(Remote/Virtual Role)

Summary:

The CRM team is responsible for implementing strategies designed to enhance customer engagement, improve retention, and drive revenue growth. This includes managing the customer lifecycle from prospecting to onboarding, engagement, renewal, and beyond. The team collaborates with cross‑functional departments to ensure campaigns and initiatives align with organizational goals and deliver a superior customer experience.

• Collaborate with Campaign Managers to execute multi‑channel CRM campaigns (email, SMS, app notifications, etc.) to enhance customer engagement.
• Build and manage audience segmentation and personalization strategies to deliver targeted communications.
• Monitor and optimize campaign performance based on key metrics such as open rates, click‑through rates, and conversions.

• Lead CRM initiatives that span the entire customer journey, including acquisition, onboarding, engagement, retention, and renewal, to ensure a seamless and personalized experience at every stage.
• Collaborate with acquisition marketing teams to integrate new leads into CRM workflows and execute nurture campaigns that convert prospects into loyal customers.
• Implement onboarding strategies and communications that educate and engage new customers, enhancing early‑stage satisfaction and long‑term retention.
• Drive engagement through targeted campaigns such as newsletters, surveys, and exclusive offers, while supporting loyalty programs and retention efforts to reduce churn and maximize lifetime value.
• Analyze customer behavior and lifecycle data to identify opportunities for improvement and tailor messaging and touchpoints accordingly.

• Leverage CRM tools and platforms to collect and analyze customer data for campaign execution.
• Collaborate with data engineering teams to ensure seamless integration and availability of required data.
• Use insights from analytics to inform campaign optimization.

• Ensure all email campaigns adhere to deliverability best practices and regulatory requirements (e.g., GDPR, CAN‑SPAM).
• Monitor sender reputation, authentication protocols (SPF, DKIM, DMARC), and email performance.
• Implement strategies to maintain high email deliverability rates, such as list hygiene and segmentation.

• Work closely with marketing, product, and customer success teams to execute CRM activities aligned with broader business objectives.
• Support additional initiatives such as social media retargeting, direct mail, and digital advertising.
• Act as a liaison between technical teams and stakeholders to ensure smooth implementation of CRM projects.

• Investigate and resolve data discrepancies affecting campaign performance or reporting.
• Address ad hoc requests from stakeholders, such as pulling custom reports, creating specific audience segments, or troubleshooting technical issues.
• Collaborate with IT and data teams to ensure accurate and reliable data flows within CRM systems.

• Stay informed about industry trends and emerging CRM technologies to support…