CRM Channel Manager at Facebook
Menlo Park, CA, US
At Facebook, we're building the next generation of devices and experiences that help people defy distance and feel closer together. The AR/VR org at Facebook is responsible for Oculus, Spark AR and Portal products to help achieve this mission. We are developing the future of virtual and augmented reality by bringing together a broad spectrum of expert teams in relevant technologies.

We’re seeking an experienced CRM Manager to join the Oculus CRM team. This person will work with their partners in product marketing, e-commerce, decision science, customer experience and creative. The CRM Manager will leverage manage and optimize our life-cycle marketing program for Oculus. They will develop effective and compelling programs that drive acquisition, loyalty, engagement and advocacy for new, category-defining products. This role will work closely with various stakeholders to drive campaign performance through innovative marketing strategy as well as email design and copy. The candidate will help define the company’s audience targeting strategy, testing methodology, and measurement of email marketing effectiveness. Additionally, the candidate will assist in the development of tools, processes, and frameworks to further best practices and deliver operational efficiencies. The ideal candidate will have experience running email marketing campaigns and programs, have a strong background in audience targeting and segmentation, and hands-on experience developing test and learn plans that are data-driven.

CRM CHANNEL MANAGER RESPONSIBILITIES
  • Define and develop life-cycle marketing and execution against the strategic objectives
  • Partner with Product Marketing to develop campaign strategies that support product launches and on-going business needs
  • Guide and oversee strategic direction of campaigns via creative briefs, messaging documents, and collaborative feedback
  • project manages the overall build and launch of regional CRM adhoc and journey campaigns in multiple Geos and languages
  • Partner with internal teams and external agencies to deliver effective and compelling programs and campaigns that drive acquisition, loyalty, engagement and advocacy
  • Contribute to the overall integrated marketing strategy for the launch of ARVR products
  • Optimize campaign performance through data insights and provide performance read outs to leadership
  • Manage email calendar, send volume and testing plans
  • revise calendar as needed to meet KPI targets
  • Build, QA and launch daily emails including briefing, email setup, customer targeting, creative testing, and promotions integration
  • ensure all emails deploy correctly
  • Test and optimize program elements to continuously improve KPIs, including email productivity, cost per acquisition, open rates, click through and unsubscribe rates
  • conduct extensive testing and analysis of email marketing efforts including delivery time, creative layout, promotional offers, subject line testing, and segmentation performance to develop best practices for ongoing email campaigns
  • Partner with cross-functional teams (Merchandising, Creative, IT, CRM) to support and enhance all marketing, triggered and life-cycle email programs
  • support additional email programs for Customer Service, Customer Research and International teams
  • Serve as technical expert for email service provider to optimize reporting, targeting, acquisition and retention opportunities
  • responsible for tracking CRM database health metrics and workstreams to resolve and/or improve data issues
  • Drive monthly to quarterly audits of data flow, tracking, & delivery
  • Liaise with outside vendors such as email acquisition vendors and other third parties
  • Develop competitive intelligence insights
  • develop and maintain email reporting for global CRM campaign tracking and reporting
  • May support other CRM channel testing such as Direct Mail, Push and SMS
MINIMUM QUALIFICATIONS
  • 4+ years experience in U.S and International CRM B2C experience working across strategy, implementation and ongoing management
  • Experience working across multiple channels, including email, social media and push notifications
  • Experience working with external agencies in the development of customer communications
  • Experience driving initiatives at both a strategic and execution level
  • Sees ambiguity as opportunity
  • Enjoys working closely with many cross-functional teams
  • Experience juggling multiple priorities under pressure and deadlines in a fast paced, changing environment
  • Knowledge about technology, internet and connectivity trends
  • Bachelor’s degree or work experience comparable to knowledge gained in a university or college setting
  • Quantitative analytical experience
PREFERRED QUALIFICATIONS
  • A degree in Marketing, Mathematics, Economics, and Business Administration preferred
Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.
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