Mgr-CRM & Lifecycle Marketing

"We create happiness.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?

The CRM & Lifecycle Marketing (CRM) team will support multiple businesses within Disney Signature Experiences, including Disney Cruise Line, and is focused on delivering powerful customer experiences across engagement touch points, by applying strategy, data and tools to bring marketing to life. The CRM team leads direct channel strategy, consumer data selection for 1:1 marketing campaigns, and manages deployment of direct channel tactics. We accomplish these capabilities with partnerships internally within Disney as well with vendors and software/data suppliers.

As a Manager on the CRM team, you will be responsible for leading a team and driving positive change, implementing channel strategies across the team, and looking for automation and optimization opportunities to create efficiency. You will also be involved in some management of the day-to-day, including execution of direct channel campaigns. You will build and maintain strong partnerships, utilize influence and strong decision-making to help manage escalations as they come up, and be the primary contact for your lines of business.

You will report to the Senior Manager, CRM & Lifecycle Marketing.

Position will be onsite, in-office Monday – Thursday, and remote on Fridays.

This position will have two direct reports.

This is a Full-Time role.

What You Will Do:

• Lead a team of marketing campaign developers responsible for building and sustaining marketing campaigns end-to-end from data selection and audience segmentation to HTML development, data validation, proofing and campaign deployment using Agile methodology.

• Provide leadership and professional development for a team of analysts, including onboarding and training new hires, conducting coaching conversations, and managing escalations.

• Influence and drive change both inside and outside of the team.

• Utilize strong decision-making skills with the ability to work autonomously with minimal supervision.

• Build and maintain strong partnerships throughout the Marketing Center of Excellence supporting multiple businesses within Disney Signature Experiences.

• Keep a pulse on emerging industry trends and capabilities, regulatory impacts that affect our space, and develop strategies that drive channel optimizations and recommendations.

• Drive user efficiencies, solve complex business/customer issues, invent creative solutions, and ensure data accuracy.

• Partner with technology teams to drive issues resolution and enhancements.

• Bring opportunities to streamline campaign development and improve processes.

Required Qualifications & Skills:

• 8+ years of direct experience with marketing campaign list selection processes and multiple channel (email, direct mail, push notification, SMS) campaign deployment

• 8+ years of direct experience with multiple programming languages (Snowflake SQL, JavaScript, HTML, CSS)

• Proven knowledge and understanding of complicated data environments, relational database methodology, structures and querying

• Experience engaging across organizational teams leveraging your excellent interpersonal skills such as influence, negotiation, and problem-solving

• Leadership in the technical space that evolves how the team uses tools/resources and improves capabilities or efficiencies

• Experience with large organizations and navigating ambiguity while maintaining clear decision-making

• Proven ability to lead, inspire, and coach a team of direct reports at varying levels

• Proven experience in enterprise marketing automation tools such as Salesforce Marketing Cloud, Adobe Campaign Manager or other equivalent campaign management platforms

• Ability to navigate disparate data sources as needed to support campaigns

• Ability to proactively establish standards, processes, and expectations with partners in and outside the team

• Marketing, hospitality/travel industry experience, or at a minimum customer-facing industries 

Education:

Bachelor's degree or equivalent relevant experience