Customer Relationship & Lifecycle Marketing Manager – Headquarters, Tucson, AZ (FT, REMOTE HYBRID

Customer Relationship & Lifecycle Marketing Manager in Tucson, Arizona (Remote Hybrid)

Qualified Arizona based candidates will be given preference

Job:
Full-Time, Customer Relationship & Lifecycle Marketing Manager in Tucson, Arizona. REMOTE HYBRID.

Pay Range: $55,300 -$66,300 (Annually)

Are you a strategic and creative manager who loves to process data and support the journey of customers? Western National Parks (WNP), a nonprofit partner of the National Park Service (NPS) and the United States Forest Service (USFS), is seeking a Full-Time, Customer Relationship & Lifecycle Marketing Manager who will be responsible for developing and executing Western National Parks (WNP’s) customer relationship management (CRM) and lifecycle marketing strategy across multiple customer segments, including but not limited to e-commerce retail (the largest customer segment).

Our Marketing and Communications Team is looking for a creative and analytical individual who will serve as the organization’s CRM governance leader. The role will be responsible for ensuring consistent customer experiences, effective database management, and coordinated communications across departments to increase customer lifetime value, donor retention, engagement, loyalty, revenue growth, and customer satisfaction.

This role is responsible for the following duties and any related tasks as assigned:

• Develop and execute WNP’s CRM and lifecycle marketing strategy across e-commerce retail, travel, philanthropy, events, internal communications, and business-to-business (B2B) to increase customer acquisition, engagement, retention, donor stewardship, loyalty, and customer lifetime value.
• Design, implement, and optimize customer journeys and automated lifecycle campaigns including but not limited to, welcome, cart abandonment, browse abandonment, post-purchase, win-back, donor renewal, and seasonal campaigns using behavioral, transactional, demographic, and engagement data to personalize communications.
• Work collaboratively with the WNP marketing team utilizing the graphics and copy provided to ensure brand continuity and consistency.
• Recommend and implement strategy to optimize ecommerce results and revenue goals.
• Manage and optimize customer lifecycle, understanding customer segments, needs, and behaviors.
• Work collaboratively with the WNP marketing team to ensure brand continuity and consistency.

• Develop and maintain organization-wide CRM governance, including database standards, segmentation, permissions, data quality, and compliance with privacy regulations.
• Coordinate customer communications across departments to reduce audience fatigue, eliminate duplicate messaging, and create a consistent customer experience.
• Recommend long-term improvements for customer data management, CRM integrations, and communication governance.

• Develop customer segments using lifecycle state, purchase history, donor history, geography, visitation, engagement, and other behavioral data to deliver personalized omnichannel experiences across email, SMS, website, and emerging channels.

• Design, build, maintain, and optimize automated marketing workflows and customer journeys.
• Develop automated campaigns for onboarding, customer retention, donor stewardship, abandoned carts, browse abandonment, post-purchase engagement, win-back, event marketing, and promotional campaigns.
• Continuously improve automation performance through testing and optimization.

• Measure and report on CRM performance using dashboards, attribution, cohort and funnel analysis, and customer lifecycle metrics including engagement, retention, conversion, donor retention, and customer lifetime value.
• Develop and manage a continuous testing and optimization program using A/B and multivariate testing to improve campaign performance and business outcomes. Translate data into actionable recommendations for business stakeholders.

• Collect and analyze customer feedback through surveys, reviews, and other Voice of Customer initiatives.
• Share customer insights…