Address
SalaryReports to: SVP of Marketing
Location: Remote / Now Optics Headquarters, Delray Beach, FL
Company Overview:
Now Optics is a leader in the eye care industry. Its retail brands, My Eyelab and Stanton Optical, are amongst the fastest-growing, full-service retail optical centers throughout the country. The company consistently ranks among the largest optical retailers in the country by Vision Monday. Now Optics continues to expand its retail footprint with almost 300 corporate and franchise locations while delivering affordable eye care services and providing a fast and friendly customer experience. We believe in building a positive and cohesive culture where everyone is contributing towards a common goal and set of values.
Vision: Modernizing the eye care experience for all people.
Mission: Making eye care easy.
Values: iCARE
Integrity: We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.
Collaboration: We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.
Accountability: We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.
Respect: We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.
Empowerment: We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals we serve.
Job Profile and Objectives
The Email Marketing Manager is responsible for developing and implementing the 1:1 customer communication strategy for our brand portfolio across all direct touchpoints, analyzing customer data to identify customer retention and growth opportunities, and managing campaign performance. They develop customer segmentation, messaging strategies and lead email and SMS marketing. The Email Marketing Manager is the customer champion and works with cross-functional departments to manage our Customer Satisfaction tracking and share insight, and improve our customer lifetime value through automation, personalized and timely communication campaigns.
Duties & Responsibilities
Responsible for the development and execution of the email and sms customer communication strategy, managing weekly email streams for multiple database segments in addition to automated campaigns and triggered programs to engage, re-activate, and win back lapsed customers.
Partners with Marketing and IT to pull and analyze data sets and identify trends and patterns in customer behavior that inform opportunities to increase customer retention, acquisition and loyalty. Ensures flawless execution through marketing partners and platforms.
Oversees the 1:1 content marketing calendar, ensuring messaging alignment and supporting cross-functional initiatives and promotions.
Leads platform vendor relationships, capitalizing on personalization capabilities and delivering on our strategic roadmap and industry best practice. Works to remove roadblocks and manage projects through to fruition on time.
Responsible for capturing customer sentiment across their journey and developing customer satisfaction reporting that helps inform opportunities to improve our customer experience.
Accountable for providing business requirements and direction to IT and working closely with the Creative team in order to execute planned campaigns.
Continuously improves the retention program through a test and learning agenda around customer segmentation, messaging, offer and creative formats and continually optimizes the CRM programs.
Monitors and communicates key metrics for results reporting in partnership with the BI team and leverages learnings to improve future performance.
Manages work flow of agency and vendor partners. Analyzes new vendors and marketing technologies that would help build CRM capabilities. Monitors competitive landscape.
Education & Experience
A bachelor's Degree in a related field required
Minimum 4 years experience driving 1:1 marketing and managing email/SMS campaigns
Strong background in customer retention and/or CRM
Experience in the multi-channel retail industry is a plus
Experience managing data and analyzing insights
Email/CRM Platform management experience required
Skills & Requirements
Excellent written and verbal communication skills
Strong analytical and strategic thinking skills
Demonstrated leadership, project management, & planning skills
Prior managerial/supervisory experience a plus
Must be able to multitask in a fast paced environment and make progress on all assignments
Skilled user of all Microsoft Office programs
Team player / Collaborative
