Customer Lifecyle & Marketing Automation Manager

Overview

Primary Purpose
Execute and report on customer and prospect facing email marketing programs covering a portfolio consisting of demand generation, events, newsletters and retention programs. Work closely with various stakeholders to drive campaign performance through innovative marketing strategy as well as email design and copy. Assist in defining company's audience targeting strategy, testing methodology and measurement of email marketing effectiveness. Assist in the development of tools, processes and frameworks to further best practices and deliver cutting edge email marketing programs.

Camp Brands
Responsible for creating omnichannel campaigns and engagement outreach to drive awareness, participation, and retention across our camp brands and offerings. This role owns the strategy and execution of lifecycle marketing with primary responsibility for email marketing including both marketing and transactional communications across the full customer journey, from initial brand awareness through reengagement. By designing and optimizing personalized, data driven journeys, the role drives engagement, conversion, and lifetime value across multiple camp brands and products.

This is a remote position available in the United States.

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you re the difference.

• Understand the requirements of stakeholders and work with technical teams to ensure the system(s) can deliver on those requirements.
• Create automated, multi-touch, targeted prospect and customer lifecycle digital marketing programs (both campaigns and journeys).
• Client management of internal stakeholders acting as an internal email consultant on email marketing best practices.
• Be accountable for quality execution and timeliness of all email projects and campaigns.
• Monitor daily email sends and data transfer processes to ensure proper execution of email programs.
• Report on the delivery of email campaigns and journeys as well as provide insight for optimization.
• Provide recommendations and input on goals, objectives, strategy and email best practices.
• Keep management in the loop on email performance against goals and objectives.
• Work within Marketing Services and with the IT team on projects that span marketing technologies and other systems (i.e. IBM Watson, Salesforce Sales Cloud, Microsoft Dynamics, Google Analytics).
• Test new fields and other system updates/changes to ensure that the business use cases and requirements are met, includes data validation to ensure that the values in the field are correct.
• Work on special projects and serve as the SME on the marketing systems across the organization.
• Audit and recommend best practices for marketing automation, oversee integration upgrades, troubleshoot issues and identify new technology enhancements to incorporate.
• Keep Marketing Automation documentation current, including naming conventions, best practices, processes, and procedures.
• Camp Brands
  • Own the end-to-end lifecycle marketing strategy for Camps, with a primary focus on email marketing, including promotional, triggered, and transactional communications.
  • Own and manage the email marketing platform, including audience segmentation, journey design, campaign setup, automations, testing, and performance monitoring.
  • Design and optimize holistic customer journeys across lifecycle stages—awareness, consideration, enrollment, onboarding, engagement, retention, and reengagement—tailored by brand, product, and customer segment.
  • Develop differentiated lifecycle and email strategies across two distinct camp brands and multiple product offerings, including summer programs, holiday/break programs, field trips, and virtual camps.
  • Partner closely with a…