Messaging Coordinator (Email/SMS)

Messaging Coordinator (Email/SMS)
Job Description
Springbig is the leading loyalty marketing and communications platform in the cannabis industry, working with over 1,000 unique storefronts and building up a cumulative database of over 18.5 million consumers. Our Software as a Service (SaaS) platform allows our dispensary clients to configure a custom loyalty program and through this loyalty program build a database of consumers. Our platform also boasts this industry’s most comprehensive communications engine, allowing our dispensary clients to market to their database of consumers via SMS and email (primarily focused on SMS marketing) in a personalized way.
Our headquarters are located in beautiful Boca Raton, FL with team members distributed around the country.
This role is fully remote.
Responsibilities include:

• Manage marketing email campaigns, including:
• Consult on client email best practices including segmentation, design, and execution
• Analyze email campaign performance.
• Consult with clients on best practices and email strategy
• Review and recommend messaging content for SMS/MMS and Email campaigns based on deliverability results.
• Manage IP and Domain reputation using Validity products including Everest
• Configure text number pools and delivery options for merchants.
• Participate in client onboarding process and ensure proper setup of client accounts.
• Lead client demos of the email and texting platform
• Point of contact for email authentication issues and resolution
• Generate weekly status reports on overall deliverability and carrier/aggregator trends.
• Monitor SMS/MMS deliverability using tools such as Springbig, Cloud Communication tools, and AWS QuickSight.
• Continuously monitor carrier filtering and deliverability anomalies for SMS/MMS providers (e.g., AT&T, T-Mobile, Sprint, Verizon) and provide proactive recommendations for rectification.
• Act as central point of contact for Customer Support regarding deliverability issues.
• Ensure compliance with all applicable laws and regulations.

Additional Responsibilities:

• Collaborate with cloud communication providers to review content and analyze results.
• Provide weekly reviews of new client messaging activity and deliverability.
• Analyze adhoc reporting and campaign performance.
• Create and deliver client-facing reports and presentations as needed.
• Maintain deliverability Slack channel with insights and alerts; respond to Client Success Manager inquiries.
• Experience with major ESP’s and CPaaS providers such as Sinch, Twilio, Salesforce Marketing Cloud (SFMC), Send Grid, Cheetah Digital, Cordial, Emarsys, Klayvio, Validity, Return Path, etc.
• Will require some nights, weekends and holidays as needed due to deliverability issues that may arise

Requirements:
Education and Experience:

• Bachelor's degree in Marketing, Communications, Business Administration, or related field.
• 2+ years of experience in messaging deliverability, email marketing, or related field.
• Proven track record of successful management and optimization of messaging campaigns.

Technical Skills:

• Proficiency in using messaging platforms such as Springbig, Cloud Communication tools, and AWS QuickSight.
• Strong understanding of SMS/MMS and Email deliverability best practices.
• Experience with email marketing tools and platforms (e.g., Mailchimp, Constant Contact, SendGrid).
• Familiarity with HTML and CSS for email template customization.

Analytical Skills:

• Ability to analyze data and derive actionable insights from campaign performance metrics.
• Strong problem-solving skills with the ability to identify and address deliverability issues.
• Experience with adhoc reporting and data visualization tools for campaign analysis.

Communication Skills:

• Excellent written and verbal communication skills.
• Ability to effectively communicate technical concepts to non-technical stakeholders.
• Experience creating and delivering client-facing reports and presentations.

Collaboration and Teamwork:

• Demonstrated ability to work collaboratively in cross-functional teams.
• Proven track record of building strong relationships with internal and external stakeholders.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.

Attention to Detail:

• Meticulous attention to detail in configuring messaging campaigns and analyzing deliverability metrics.
• Strong organizational skills with the ability to manage multiple projects simultaneously.

Compliance Knowledge:

• Understanding of regulatory requirements governing messaging communications (e.g., TCPA, CAN-SPAM).
• Experience ensuring compliance with relevant laws and regulations in messaging campaigns.

Problem-Solving Abilities:

• Proactive approach to identifying and addressing deliverability issues.
• Ability to troubleshoot and resolve technical issues related to messaging platforms and email marketing tools.

Continuous Learning:

• Eagerness to stay updated on industry trends and best practices in messaging deliverability and email marketing.
• Willingness to pursue relevant certifications or training opportunities to enhance skills and knowledge.

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