Specialist, CRM and Email Marketing

Job Summary

The Specialist, CRM and Email Marketing will assist in delivering a global customer CRM lifecycle plan to maximize customer experience and to drive incremental revenue at the customer level across multiple channels including email, SMS, mobile push and website messaging. This role is a mix of technical expertise and business savvy.

This role is mainly responsible for the day‑to‑day coordination and execution of CRM & Email Marketing tasks. Your primary responsibilities will be focused around campaign set‑up, testing and execution. The role will also assist in optimizing through automation and personalization in an environment that utilizes technology and data to target and deliver relevant digital messaging at all points across the customer lifecycle.

You will work collaboratively with Marketing, Loyalty, and Revenue Management team members on the lifecycle process including ideation, design, build, launch and growth. You will also be involved in the technical implementation and troubleshooting of data‑driven marketing efforts, working closely with the Data and Technology teams.

Being curious and self‑motivated will help the ideal candidate in understanding the nuances of the aviation industry and optimizing the current processes for CRM campaigns.

• Collaborate with Marketing, Loyalty, Data, and Revenue Management teams to identify segments and opportunities within the customer journey that will deliver personalization and drive conversions.
• Collaborate with the Brand and Creative teams to implement A:
  
  B / multivariate testing methodologies to improve engagement and conversion rates.
• Acquire new members for the loyalty program by leveraging customer and booking data.
• Increase member’s lifetime value by deploying automated campaigns that guide them through the loyalty program and offer tailored promotions.
• Develop subscription and site visitor login strategies to grow our database and enhance our ability to communicate the most relevant offers to our customers.
• Ability to work with the Data Warehouse and Technology teams to identify opportunities for data process improvements is preferred.

• Perform day‑to‑day email marketing activities including, but not limited to, email campaign build, set‑up, scheduling, testing and deployment of one‑time, recurring, triggered and dynamic content‑driven campaigns.
• Create email templates that are aligned with the Brand guidelines.
• Ensure email content renders consistently and appropriately across mailboxes, devices and browsers.
• Develop and enhance automated multi‑channel campaign standards and processes for all the parts of our email strategy and optimization methodology.
• Good understanding of email compliance & best practices, list clean‑up and maintaining a clean database, improving email deliverability and data integrity.
• Monitor, analyze and report on email and performance across campaigns, translating complex data and test results into actionable insights for campaign optimization.
• Proactively stay current with the latest CRM, Lifecycle Marketing and Marketing Automation trends, to provide innovative recommendations.
• Leverage insights and best practices to continually improve decision‑making, processes and campaign development activities and data reporting accuracy.
• Can ideally work with the Business Intelligence team to develop Tableau dashboards and automated reports to track performance of campaigns and KPIs.
• Comply fully with all privacy, confidentiality, marketing permissions, data security and other requirements related to the handling, access and storage of customer data.
• Actively participate in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations as well as the investigation and audit of hazards and incidents.

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external…