Sr. Manager, Email Marketing

Description:
At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world!
What You'll Do
In this role you will spearhead efforts to increase our customers’ engagement, retention and ROI throughout their journey with GameStop. You will work with cross functional teams to develop and execute an effective multichannel program with an agile “test and learn” mindset, focused on maximizing customer lifetime value, loyalty and retention. The person in this role will shape our customer messaging channels and the execution of our marketing automation strategy across email, push, and SMS. The ideal candidate will leverage CRM strategies to drive customer engagement and conversion improvement.
Responsibilities
Retention Strategy: Define, own, execute and evolve the retention strategy for GameStop customers, including effective ways to cross-promote and sell-in our wide range of retail products.
Lifecycle Programs : Collaborate with cross-functional teams to design, build, test and optimize the customer lifecycle, including automated programs to support customer onboarding, engagement and retention initiatives. You will also launch innovative cross sales and upsell campaigns.
Customer Loyalty & Engagement : Devise strategies, creative messaging and campaigns to increase the engagement, long term loyalty and satisfaction of GameStop customers.
Increasing ROI : Through A/B and multivariate testing, including: templates, segmentation, content, calls-to-action, timing and frequency. Build, test and optimize lifecycle programs to increase the ROI from conversion through to dormant reactivation, churn management and increasing LTV.
Delivering Against KPIs : Ensure overachievement against budget on all retention KPIs and own retention forecasting. Define, report on, and optimize key performance metrics. Create relevant dashboards to share results across the team and report up to senior management
Reporting : Regularly monitor analytics and develop reports, including an attribution framework/process, for all activities for business stakeholders, to ensure the impact of initiatives is fully understood and the results are used to inform future plans and improvement.
Being a Self - Starter : Be a self-starter with a “break through walls” mentality, who is ready to get the job done no matter what challenges you come across.
Taking a Customer-First Approach : You will take a customer first thought process and be a creative thinker, who isn’t afraid of working with data to enhance campaigns and overall strategies. Manage messaging and the customer database by creating customer targeting and segmentation strategies and maintain list health and performance.
Devise database architecture, marketing automation and holistic program engineering.
Oversee entire program – daily, campaigns, testing, technology/operations and full scale touchpoint programs.
Run analytics and reporting to deliver program insights, innovation and strong omni-channel alignment.
Deliver excellence in perfect, on-time delivery of all drops, large scale projects and seamless holistic marketing campaigns.
Devise database architecture, marketing automation and holistic program engineering
Oversee entire program – daily, campaigns, testing, technology/operations and full scale touchpoint programs.
Develop testing strategies and reporting, proactively monitoring and analyzing program/campaign performance and key email metrics to identify and implement opportunities for continuous campaign optimization, as well as codifying the best practices.
Lead wide-scale, complex systems and database projects with excellence in project management for technical change: migrations, automations, program architecture and more.
Run analytics and reporting to deliver program insights, innovation and strong omni-channel alignment.
What You'll Need
6+ years’ experience in Retention, Engagement or Customer Lifecycle marketing roles.
Experience leading retention and customer marketing for retail organization.
Must have in-depth knowledge of email marketing and marketing automation platforms.
Experience running operations of Email Marketing discipline: technical management, operational support and IT liaison for large-scale companies.
Strong analytical and problem solving skills, the ability to identify areas of improvement and proactively propose system and process improvements.
Knowledge of email marketing best practices and benchmarks, as well as deployment, testing, deliverability, performance analysis, CAN-SPAM laws, and database hygiene.
3+ years of HTML/CSS coding experience (esp. coding for email).
Experience with marketing campaign targeting/segmentation tools, automation strategy, and experimental design.
Strong track record of effective time/project management; ability to multitask & prioritize to ensure project deadlines are met, deliverables are provided on time.
Experience leveraging relational databases, real-time web & app event data in marketing campaigns; SQL statement writing experience a strong plus.
Strong creative, customer segmentation and analytical experience.
Ability to get into the detail, problem solve, resolve issues and bring teams together.
Effective verbal and written communication skills, experience presenting channel strategy and campaign results.
Strong project management, time management, and communications skills.