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Manager - CRM (ABC)


Are you interested in changing the future of television? The media industry is undergoing rapid change, and Disney-ABC Television is building new capabilities for direct-to-consumer engagement that will enable us to compete in this dynamic new marketplace. The CRM team is responsible for innovating and developing the strategies and capabilities to directly address our fans to build relationships and retention.
Disney-ABC Television is seeking a Manager, CRM, to join the Consumer Experience team. This role will bring experience with audience segmentation to address the consumer across channels and expand direct-to-consumer engagement capabilities. The Manager will have a breadth of knowledge in executing email marketing campaigns. You will help lead digital transformation and personalization efforts, together with our next generation platforms team, to drive improved ROI and our goal of individualized marketing.

  • Plan actionable and effective campaigns that leverage consistent cross-channel communications, highly personalized content, and precise targeting
  • Extend knowledge in testing and channel optimization to a segment driven and multichannel engagement program, influencing and partnering with internal and external teams to navigate strategy and execution
  • Develop communication strategy that supports CRM priorities and aligns with objectives from partners in Marketing, Digital, and other key business units
  • Partner with research and analytics teams to identify audience segments for targeted marketing campaigns
  • Manage relationship with external vendors for marketing campaigns and adherence to service level agreements
  • Lead team responsible for executing email marketing campaigns, including set-up, testing, deployment, and reporting
  • Advance CRM marketing performance through capabilities like dynamic content personalization, push notifications, and cross-channel use of first party data
  • Leverage best practices from the Walt Disney Company CRM teams, and partner with cross-functional team to develop DATG loyalty benchmarks, success metrics and programs
  • Coordinate regularly with Marketing teams to receive requests and provide feedback on targeting performance
  • Interact with multiple partners and continually collaborate across the marketing organization to promote structured thinking and knowledge sharing
  • Proactively optimize for maximum performance and delivery against defined goals
  • Ensure governance standards on data use policy are upheld with partners, agencies, and vendors
  • Keep daily tabs on industry trends and serve as a subject matter expert by informing wider team
  • Ensure that all Digital/CRM activities align and integrate well with existing Digital/CRM infrastructure
  • Help define the full-circle customer touch point strategy to enable remarketing efforts to optimize consumer communication resources
  • Create a learning environment, open to suggestions and experimentation for improvement

Basic Qualifications

  • A minimum of 4 years' of experience managing CRM campaigns or defining audience segmentation across channels including email, push, in app and SMS
  • Proficiency in email marketing with demonstrable knowledge of best practices, understanding of trends related to privacy and regulatory environment, experience with common tools in the marketplace, etc.
  • Experience with managing email service providers and/or multichannel providers (Experian, Salesforce, Oracle, etc.)
  • Thorough understanding of data-driven marketing technology architecture from the data warehouse to campaign management, cross-channel execution platforms, data reporting and analysis, as well as APIs, web services and functionality that drives personalized campaigns
  • Analytical thinker with a depth of knowledge in digital analytics, campaign tracking and ROI metrics
  • Must understand tagging and coding requirements for tracking against a cross-channel environment
  • Strong understanding of relational databases
  • Experience using marketing tech platforms (eg. Email service provider, list management, web analytics, tag management)
  • Strong marketing acumen and ability to clearly communicate technical concepts to nontechnical groups
  • Ability to work in a complex culture, serving disparate needs

Preferred Qualifications

  • Experience leading teams
  • Experience driving toward omnichannel CRM strategy
  • Experience working with companies dedicated to the development and building of consumer profile models

Required Education

  • Bachelor’s degree required in Business, Marketing, Technology or related field or equivalent work experience

Additional InformationEqual Opportunity Employer-Female/Minority/Veteran/Disability/Sexual Orientation/Gender Identity

Apply now

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