Senior Manager – Guest Communications

Senior Manager – Guest Communications

Requirements

• Bachelor’s degree in marketing, communications, sport management, or a related field.
• 5+ years of experience in guest communications, lifecycle marketing or a related role, with a strong focus on email marketing.
• Strong understanding of customer lifecycle principles and best practices including design, build, and legal compliance.
• Proven track record of developing and executing successful guest communication campaigns that are intentional in their objectives and outputs and drive retention and loyalty.
• Expertise in crafting effective automation strategies.
• Hands-on experience with email platforms and CRM systems, with expertise and keen knowledge of Salesforce Marketing Cloud preferred.
• Ability to handle large volumes of data, juggle multiple projects, and work with cross-functional teams to ensure successful campaign delivery.
• Strong understanding of email deliverability, segmentation, personalization, and A/B testing.
• Exceptional communication, copywriting, grammar, and editing skills, with the ability to follow AP style guidelines.
• Ability to manage and mentor a team in a fast-paced, high-volume environment.

Responsibilities

• Lead the development and execution of a comprehensive email communication strategy that enhances guest engagement, loyalty, and retention. Ensure email campaigns align with the broader lifecycle marketing strategy.
• Collaborate with cross-functional teams to build a guest communications process that ensures accurate and timely operational messaging with organized internal workflows.
• Partner with the brand and lifecycle marketing teams to develop and optimize email templates, ensuring they follow email marketing best practices, including deliverability, subject line strategies, segmentation, and responsive design.
• Responsible for content gathering processes that result in clear, accurate and concise messaging across multiple product types.
• Create and manage an email content calendar for guest communications, ensuring timely and relevant messaging.
• Establish and maintain the survey process for gathering guest feedback and insights to inform marketing strategies and improve the overall guest experience.
• Stay informed of industry trends and best practices in guest communications and lifecycle marketing and incorporate innovative ideas into strategies.
• Work with tech teams to create and finesse automations so they are nimble and flexible.
• Mentor and lead a team of marketing and guest communication professionals, providing guidance on email best practices, ESPs, and cross-functional project management.

Preferred Qualifications

No preferred qualifications provided.