Sr CRM Manager

Senior CRM Manager

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Position Summary

We are seeking a Senior CRM Manager to lead and evolve our Customer Relationship Management (CRM), Email Marketing Systems (EMS), SMS, and Direct Mail programs. This strategic role will own the end-to-end execution of multi-channel marketing initiatives, drive business development through data-driven CRM strategies, and ensure optimal system performance and data integrity. The ideal candidate is a Salesforce Marketing Cloud expert with a passion for innovation, strong leadership skills, and a proven ability to manage complex marketing technology projects.

Key Responsibilities

Lead the strategy, deployment, and optimization of multi-channel campaigns across email, SMS, and direct mail using Salesforce Marketing Cloud.

Develop and execute targeted email marketing campaigns, customer journeys, and personalized content for segmented audiences.

Launch and manage SMS and direct mail channels to expand reach and enhance customer engagement.

Plan strategic mailing schedules and implement audience segmentation to refine marketing efforts and improve ROI.

Identify opportunities for cross-selling and up-selling within the client base.

Marketing Cloud Development & Data Management

Build and manage automations and journeys integrated with Salesforce Sales Cloud, including task and event creation.

Design scalable Marketing Cloud solutions using SQL, AMPscript, SSJS, HTML, CSS, and APIs for third-party integrations.

Build responsive email templates and dynamic content using AMPscript and HTML.

Create and optimize Data Extensions and audience segments using SQL queries for email, journey, and social media campaigns.

Guide data teams on best practices for data architecture, hygiene, and integration patterns.

Improve data integrity and enrichment processes to maximize engagement and visibility.

Cross-Functional Collaboration & Project Leadership

Collaborate with stakeholders to validate requirements and align CRM initiatives with business goals.

Act as a liaison between marketing, IT, and data teams to ensure accurate segmentation and data synchronization.

Build and maintain strong relationships with cross-functional teams, managing expectations and resolving challenges.

Manage multiple concurrent marketing technology projects with a high level of organization and strategic alignment.

Utilize project management tools for work intake, collaboration, and progress tracking.

Governance, Optimization & Innovation

Own the Marketing Cloud roadmap, including implementation, enhancements, release management, and ongoing support.

Ensure compliance with data governance and privacy regulations (e.g., CCPA, GLBA, CAN-SPAM).

Monitor and address email deliverability issues, maintaining strong domain authority and reducing bounce rates.

Stay current with Salesforce Marketing Cloud releases, features, and industry trends to drive innovation and continuous improvement.

Qualifications

Bachelor's degree or equivalent experience.

Salesforce Marketing Cloud Consultant or Administrator Certification (required); additional Salesforce certifications are a plus.

8+ years of digital marketing experience with a strong aptitude for technology and campaign execution.

5+ years of hands-on experience with Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Contact Builder, Web Studio).

Strong understanding of Marketing Cloud architecture, administration, and business unit management.

Experience integrating Salesforce Sales Cloud with Marketing Cloud.

Proficiency in AMPscript, SQL, HTML / CSS, and responsive design for dynamic content.

Experience with Marketing Cloud APIs, SFTP, and cross-cloud integrations.

Proven success in launching and managing SMS and direct mail channels.

Strong background in data hygiene, automation workflows, and audience segmentation.

Familiarity with EMS tools like SendGrid and analytics platforms such as Google Analytics and Power BI.

Knowledge of email marketing compliance and best practices.

Excellent technical leadership and ability to translate complex business requirements into scalable solutions.

Demonstrated ability to lead and coach team members toward professional growth.

Strong project management skills and ability to thrive in fast-paced environments.

Effective communication skills with the ability to present technical concepts to non-technical stakeholders.

Strong interpersonal skills, conflict resolution, and relationship-building capabilities.

Team player with a growth mindset and commitment to continuous improvement.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following :

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)