Senior Customer Relationship Management Manager

When you join Verizon

Verizon is one of the world’s leading providers of technology and communications services, transforming the way we connect across the globe. We’re a diverse network of people driven by our shared ambition to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Named one of Fast Company’s most innovative companies and Adweek’s Challenger Brand of the Year, Visible is a four-year old company that is centered on reimagining what wireless should be: simple, accessible and inclusive. Visible is the first digital-only wireless carrier in the US, which means we provide exquisite service and focus on making everything about wireless easy, passing the savings from no stores, no call centers and no paper bills to our members. We have built our member experience around communities and challenging the traditional multi-plan model in the industry - and we’re having a lot of fun doing it.

Visible is a division of Verizon and powered by Verizon’s award-winning networks. Our company and team is growing rapidly. We are a team of passionate people building the future of mobile phone service from ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our members in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.
As a Senior Manager in Visible’s Lifecycle CRM team, you will be responsible for executing comms strategy for transactional, lifecycle and ad hoc 1:1 comms to engage members, convert prospects and reactivate lapsed members. You will know how to operate the martech stack (Salesforce Marketing Cloud +), build emails, report, analyze and pivot recommendations and work closely with a strong team of CRM experts and best in class marketers. You will be testing, learning and optimizing regularly to drive key KPI’s for Visible’s base and acquisition targets.

• Building emails, templates, interactive forms, and dynamic content blocks using Salesforce Marketing Cloud Content Builder.
• Supporting the CRM team by operating the martech stack (Salesforce Marketing Cloud +) to deliver automated and ad hoc CRM campaigns across channels (email,push/in-app, text message).
• Collaborating and assist other teams with SFMC campaigns and projects.
• Defining customer segmentation strategy and develop audience-specific customer strategies across the full customer lifecycle.
• Providing project updates on a consistent basis to various stakeholders about strategy, adjustments, progress, and performance analysis.
• Creating and updating customer journeys using Salesforce Marketing Cloud Journey Builder.
• Assisting in the definition of project scope and objectives, involving all relevant internal stakeholders and ensuring technical feasibility.
• Executing comms strategy for transactional, lifecycle, and ad hoc 1:1 comms to engage members, convert prospects, and reactivate lapsed members.
• Helping build robust reporting/performance dashboards, identifying trends or concerns for ongoing campaigns and running ad hoc analyses.
• Being the channel expert for all things related to SFMC.
• Helping with the collaborative cross-department coordination, and the flawless execution of multiple projects, strategic planning, and optimizations across the entire consumer journey.
• Creating and maintaining comprehensive project documentation.
• Using SQL to build lists and run analyses.
• Developing and managing a detailed project schedule and work plan.
• Partnering with the Brand team to traffic content development for new campaigns, and partner with Legal to ensure compliance and catalog approvals.
• Identifying new growth opportunities to further develop acquisition and retention efforts.

Where you’ll be working…
In this hybrid role, you’ll have a defined work location that includes work from home and assigned office days set by your manager.
We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Irvine CA, Basking Ridge NJ, and New York City.

What we’re looking for...

You’ll need to have:

• Experience in building targeted audience lists with SQL.
• Experience in coding emails in HTML, including mobile responsive templates.
• Experience in using Journey Builder, Content Builder in Salesforce Marketing Cloud.
• Experience in executing marketing automation campaigns on an enterprise grade platform.
• Six or more years of relevant work experience.
• Bachelor’s degree or four or more years of work experience.

Even better if you have one or more of the following:

• Strong communication skills with the ability to clearly express complex ideas.
• Ability to work effectively within a team in a fast-paced, entrepreneurial environment.
• Strong project management skills.
• Ability to take initiative, work with minimal supervision, and independently manage concurrent projects to timely completion.
• Experience in a consumer product or technology business, ideally one that is app and/or all digital based.
• Experience in working collaboratively with a variety of stakeholders.

If Verizon and this role sound like a fit for you, we encourage you to apply even if you don’t meet every “even better” qualification listed above.

This role may be considered as part of the Department of Defense SillBridge Program.

Compensation

Our benefits are designed to help you move forward in your career, and in areas of your life outside of Verizon. From health and wellness benefits, short term incentives, 401 (k) Savings Plan, stock incentive programs, paid time off, parental leave, adoption assistance and tuition assistance, plus other incentives,we've got you covered with our award-winning total rewards package. For part-timers, your coverage will vary as you may be eligible for some of these benefits depending on your individual circumstances.

If you are hired into a California, Colorado, or New York work location, the compensation range for this position is between $105,000 and $212,000 based on a full-time schedule. The salary will vary depending on your location and confirmed job-related skills and experience. This is an incentive based position with the potential to earn more. For part-time roles, your compensation will be adjusted to reflect your hours.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.