• Locations
    • United States
    • Remote
    • Seattle
    • Boston
  • Date Posted
  • Sep. 13, 2021
  • Function
  • Product Management
  • Sector
  • Entertainment

Sonos is looking for a CRM Campaign Manager to help build and scale our mobile marketing efforts that increase customer acquisition and engagement. As part of the Sonos team, you’ll collaborate with people of all styles, skill sets, and backgrounds to realize our vision while fostering a community where everyone feels included and empowered to do the best work of their lives.

Summary:

At Sonos, we aspire to grow our Direct to Consumer channel faster than the rest of our business. The CRM team brings that goal to life by working cross-functionally to build a premium educational and commerce experience that drives conversion, order value, and engagement with our app and hardware products. Our team produces campaigns to support global business drivers including new product introductions, promotions, and partnerships. CRM also serves a pivotal role and has high visibility as stewards of the Sonos customer experience by delivering personalized, relevant communications that engage, educate, and nurture our owners toward brand advocacy.

What you’ll do:

The Sonos app is central to the user experience. As a member of the Global CRM team, you will help shape Sonos’ mobile communications strategy across the customer lifecycle using insights to drive listening, engagement, revenue, and customer lifetime value. You will build a deep understanding of Sonos customers and their needs, leveraging your knowledge to build thoughtful campaigns and educate users on features that improve the Sonos ownership experience. The ideal candidate is customer centric, has experience with mobile marketing and app engagement, is comfortable navigating complex challenges and managing internal and external partners. This role will report into the Director of CRM and dotted line into the Director of Product Management.

Responsibilities:

  • Establish, implement and measure the effectiveness of mobile communication initiatives that improve the customer experience and drive usage and adoption
  • Support GTM milestones and DTC campaigns with a unique channel perspective
  • Collaborate closely with Product Development team to develop a customer centric strategy, shared KPIs, roadmap, and experiences
  • Establish process, ways of working, and clear hand-offs between key stakeholders
  • Use expertise to articulate the toolkit (triggers, features, data, UI, and functionality) required to execute of our comms strategy and drive business outcomes while maintaining a premium customer experience
  • Develop a cross channel marketing approach to drive app downloads and mobile web traffic
  • Shape perspective of the role of the app in upper funnel marketing and app experience for prospective customers
  • Manage external partner relationship to derive platform value and drive innovation
  • Build campaigns across the customer lifecycle and manage workback schedules to drive timely execution
  • Execution, creating and optimizing campaigns, analyzing traffic data and solving problems.
  • Create and share monthly channel performance reports to leadership and key stakeholders
  • Optimize Mobile campaigns through frequent testing and data analysis, documenting the results, sharing best practices, and forming recommendations for next steps
  • Drive innovation and stay abreast of new tools, trends, and best practices in mobile engagement

What you’ll need:

Basic qualifications:

4+ years of experience in mobile marketing, crm, lifecycle, loyalty/retention, or email marketing role in-house with brand, at digital agency, or platform provider

Preferred qualifications:

  • Bachelor’s degree in communications, marketing, business, or related experience
  • Experience managing complex projects/programs with integrity and transparency across all stakeholders
  • Experience working with mobile engagement platform and technical teams
  • Comfortable with articulating and communicating technical needs
  • Knowledge of CRM and web analytics tools such as Google Analytics, Omniture, Datarama, and Tableau
  • Experience with Google docs (collaboration), Asana or similar tool (project and task tracking), and Confluence (documentation)
  • Familiarity with enterprise ESP, Salesforce Marketing Cloud a plus
  • High degree of accuracy and detail-oriented
  • Strong technical aptitude and an appetite for learning and staying up to date with technology
  • Strong analytical skills and ability to craft compelling narratives around data
  • Comfort working with creative teams, talented at articulating business requirements into user experiences, and adept at providing objective feedback
  • Articulate and concise in written and verbal communication
  • Strong writer that knows their way around a program or creative brief
  • Ambitious and a self-starter comfortable with some ambiguity
  • Problem-solver with excellent follow-through
  • Excellent interpersonal and prioritization skills, with project management experience
  • Comfortable working across multiple teams, in a dynamic environment