CRM Manager

at  Oncourse Home Solutions

WHO WE ARE

Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.
We are proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

POSITION SUMMARY

The CRM Manager will lead our automated customer communication strategy and implementation. Working closely with stakeholders across the organization, the CRM Manager will be responsible for delivering high-quality, brand-consistent communication to improve customers’ overall experience, while driving engagement, retention, and lifetime value. The CRM Manager will also work closely with Product and Technology teams to ensure our CRM is correctly implemented and supports expansion and innovation, while working with our Data and BI teams to ensure accurate reporting on the channel. The CRM Manager will lead our automated customer communication strategy and implementation. Working closely with stakeholders across the organization, the CRM Manager will be responsible for delivering high-quality, brand-consistent communication to improve customers’ overall experience, while driving engagement, retention, and lifetime value. The CRM Manager will also work closely with Product and Technology teams to ensure our CRM is correctly implemented and supports expansion and innovation, while working with our Data and BI teams to ensure accurate reporting on the channel.

COMPUTER SKILLS NEEDED TO PERFORM THIS JOB

• Extensive experience with Salesforce Marketing Cloud
• Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook)
• Experience with Looker is a plus

EDUCATION

Bachelor’s degree or comparable relevant work experience required

RESPONSIBILITIES

• Defining and implementing customer segmentation
• Customer journey mapping and implementation
• Collaborating with Creative Services to create compelling, personalized messaging
• Working across the OHS organization to identify and implement opportunities for automation utilizing the CRM
• Leading of QA processes to ensure customer communications are brand-consistent and error-free

EXPERIENCE AND QUALIFICATIONS OF THE ROLE

• 4+ years working in Salesforce Marketing Cloud (SFMC) CRM; 2+ years of experience in SFMC as a CRM manager with Lifecycle marketing in a B2C company;
• Demonstrated critical thinking to understand, analyze, evaluate, and negotiate in complex situations
• Bonus points for experience at a subscription or membership model company
• Ability to conduct controlled AB testing and communicate learnings clearly and with confidence