CRM Analytics Manager

Role Overview:

The Manager, CRM Analytics owns and optimizes our Salesforce Marketing Cloud platform and leads customer engagement strategies. The manager designs and executes multichannel campaigns (email, SMS, push) while leveraging Marketing Cloud Intelligence and Data Cloud to drive personalization, advanced segmentation, and measurable business results. The role also translates customer insights into actionable strategies that fuel acquisition, retention, and growth, while continuously improving performance through analytics, A/B testing, and test-and-learn approaches.

The Manager, CRM Analytics has a deep expertise in CRM analytics, strong CRM experience, and the ability to partner cross-functionally to enhance the end-to-end customer journey.

Duties & Responsibilities:

Strategic Analytics & Campaign Intelligence

• • Deliver data-driven insights that shape CRM strategies across the customer journey
  • Translate CRM analytics into actionable recommendations for acquisition, retention, and financing growth
  • Lead analytical support for loyalty lifecycle management across email, push, and SMS channels
  • Generate performance intelligence to enable cohesive, data-backed customer experiences
  • Design and implement agile "test and learn" analytical frameworks for optimization
  • Develop advanced customer segmentation and personalization recommendations, and performance-driven optimization strategies

Analytics & Performance Optimization

• • Drive campaign effectiveness and ROI by monitoring, analyzing, and reporting on key journey performance metrics
  • Optimize multichannel customer experiences and conversion rates through A/B testing and Salesforce Marketing Cloud personalization
  • Transform customer insights and behavioral data into automated strategies that boost acquisition, retention, and lifetime value
  • Execute comprehensive A/B testing strategies and leverage Salesforce Marketing Cloud's analytics and personalization features to optimize multichannel customer experiences and conversion rates
  • Transform customer insights and behavioral data into automated marketing strategies that drive measurable improvements in acquisition, retention, and customer lifetime value

Cross- Functional Collaboration & Innovation

• • Partner with cross-functional teams, including data, product, and technology stakeholders, to deliver innovative, user-friendly experiences that strengthen customer engagement across all touchpoints
  • Collaborate with business stakeholders to translate customer insights and market opportunities into automation strategies that drive acquisition, retention, and conversion
  • Provide strategic guidance on customer journey optimization to inform broader CRM activities and ensure consistent, engaging experiences throughout the customer lifecycle

Platform Leadership & Technical Strategy

• • Lead as Product Owner for Salesforce Marketing Cloud analytics, owning vision, roadmap, and backlog in alignment with marketing goals and business priorities
  • Partner with technical teams to deliver scalable solutions that advance campaign performance and customer engagement
  • Demonstrate expertise in building high-performance analytics and reporting across Salesforce Marketing

Experience & Qualifications:

Education

• • Bachelor’s Degree (or equivalent experience) in Marketing, Computer Science, Information Technology, or related field preferred

Experience

• • 7+ years of experience in CRM, marketing analytics, or marketing technology and a proven track record in driving customer acquisition, retention, and growth

Licenses/Certifications

• • Salesforce Marketing Cloud- Preferred

Software/Technical Skills

• • Strong project management skills and ability to lead in a fast-paced environment
  • Marketing analytics tools (Marketing Cloud Intelligence, Google Analytics, Adobe Analytics)
  • Salesforce Marketing Cloud including Journey Builder, Mobile Studio, Automation Studio
  • Experience with 3rd party data providers, i.e. Acxiom

Other Skills, Knowledge, & Abilities

• • Excellent collaboration and communication skills, with the ability to influence cross-functional partners
  • Strong analytical and problem-solving skills with a track record of driving measurable results
  • Ability to stay curious and focused on system optimization, driving change aligned with organizational goals
  • Ability to challenge the status quo

Additional Details for This Role:

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

Base Salary

• • The targeted base salary range for this position is  $120,000 - $140,000per year.

• • Base salary is determined by the education, experience, knowledge, skills, and abilities of the successful candidate, as well as factors such as internal equity, cost of labor in the hiring location, and alignment with market data.

Additional Compensation

• • This position is eligible for a 15%bonus at 100% of target, with the opportunity to achieve above 100% dependent on company performance and in alignment with company bonus plans.
  • Bonus awards are discretionary and contingent upon individual performance as well as Brother achieving its corporate objectives, in accordance with the applicable bonus plan in effect.