Manager of Member Communications and Community Management (CRM)
Posted on: January 16, 2022
Visible & You
Named one of Fast Company's Most Innovative Companies and "Best
Telecom Brand" in Adweek's Challenger Brand Awards, Visible is on a
mission to reimagine what wireless should be: simple, accessible,
and inclusive. Visible is the first all-digital wireless carrier in
the US, which means we have no stores, no call centers, and no
paper bills, allowing us to pass our savings to our members. We
have built our member experience around communities and challenging
the traditional family plan model in the industry - and we're
having a lot of fun doing it.
Visible is a division of Verizon, but operates uniquely inside the
larger entity, taking all the best elements of startup scrappiness
- disruption, innovation, and culture - while leveraging the assets
and benefits of the larger corporation's backing. No single day
feels the same at Visible. If you're someone who'd thrive in this
entrepreneurial environment and embraces the challenge of
delivering the best experience to our members in the simplest ways
(knowing that simple requires a lot of work behind-the-scenes),
check us out at https://visible.com. We are Visible.
In this hybrid role, you'll work from home with occasional
in-person training and meetings. We are hiring in the following
locations: Denver CO, Dallas TX, Irvine CA, Alpharetta GA, Basking
Ridge NJ and New York City.
Reporting to the CMO, Visible's Manager of Member Communications
and Community Management (CRM) will lead our communications
strategy and execution for our rapidly growing member base. A
critical part of advancing our differentiated brand identity, this
position leads a team responsible for all aspects of our member
communications, including new customer onboarding, feature updates,
personalized offers & upsell programs, community development and
engagement, and the member referral program advancement.
Additionally, this role will drive personalized communication
strategies leveraging all CRM tactical channels - email, SMS,
mobile push, digital retargeting, and more - and a successful
candidate will be a thought leader for developing new,
unconventional and data-driven engagement and retention
communications campaigns based on marketing insights and alignment
to the brand, and have strong database marketing and CRM tool
As the leader of the team, you will:
Be the strategic customer marketer and leader who will build new
experiences for both new and existing customers across multiple
messaging touchpoints, with the goal of acquiring and retaining
loyal, informed customers and brand evangelists. Though we leverage
email, SMS, and app-push notifications, this is much more than an
email-marketing job or a batch-and-blast operation; we seek a
candidate who has experience with full customer lifecycles (ideally
in a subscription business) and triggered-message
Partner with other teams to stay abreast of an ever-changing
end-to-end user flows and delivering customer messaging as needed -
especially Brand Marketing, Product, Product Marketing, Events,
Working knowledge of the marketing technology stack, especially
Salesforce Marketing Cloud, Swerve, Khoros Community and BigQuery;
continuously evaluate new, emerging technologies with engineering
and product teams.
Drive personalization strategies leveraging new tools across all
CRM channels; email, SMS, mobile push, digital retargeting,
Use data to optimize marketing programs and deliver ROI on CRM
investments, targeted promotional offers, and MarTech tools.
Develop and lead robust testing structure to optimize CRM campaign
results, and monitor and report on CRM and retention KPIs, base
campaigns and creative tests.
Lead and recruit new talent, while developing the existing team
Manage key vendor relationships.
Help gather and present performance and insights to a large,
diverse and internal audience on an ongoing and proactive
Leave a paper trail - document with rigor all campaigns, processes,
Who you are
You are knowledgeable, familiar, passionate and have experience in
CRM and running programs that manage customer touch points.
You have prior people management experience.
You can weigh competing priorities, manage tradeoffs and evaluate
opportunistic new ideas with stakeholders, driving to consensus
while maintaining a clear focus on overarching business
You thrive in a start-up paced environment: love dealing with fast
pace, changing needs, and limited resources.
You can go get the data you need and can whip it into an insightful
story with no help.
You are always willing to dive in with a no-task-is-too-small
What we're looking for...
You'll need to have:
Bachelor's degree or four or more years of work experience.
Six or more years of relevant work experience.
5 years of CRM, retention or lifecycle marketing experience,
preferably at a direct to consumer brand (wireless is a plus).
Even better if you have:
Meticulous attention to detail.
Command of English-language grammar, spelling and style - and
ability to manifest brand voice in writing.
Experience working closely with creative teams and writing
Strong project management skills, the ability to define processes
and to manage multiple projects simultaneously.
Our benefits are designed to help you move forward in your career,
and in areas of your life outside of Verizon. From health and
wellness benefits, short term incentives, 401 (k) Savings Plan,
stock incentive programs, paid time off, parental leave, adoption
assistance and tuition assistance, plus other incentives, we've got
you covered with our award-winning total rewards package. For
part-timers, your coverage will vary as you may be eligible for
some of these benefits depending on your individual
If you are hired into a Colorado work location, the compensation
range for this position is between $99,000 and $183,000 based on a
full-time schedule. The salary will vary depending on your location
and confirmed job-related skills and experience. This is an
incentive based position with the potential to earn more. For
part-time roles, your compensation will be adjusted to reflect your
Equal Employment Opportunity
We're proud to be an equal opportunity employer - and celebrate our
employees' differences, including race, color, religion, sex,
sexual orientation, gender identity, national origin, age,
disability, and Veteran status. At Verizon, we know that diversity
makes us stronger. We are committed to a collaborative, inclusive
environment that encourages authenticity and fosters a sense of
belonging. We strive for everyone to feel valued, connected, and
empowered to reach their potential and contribute their best. Check
out our diversity and inclusion page to learn more.
COVID-19 Vaccination Requirement
Verizon requires new hires to be fully vaccinated against COVID-19.
Verizon provides reasonable accommodations consistent with legal
requirements (e.g., for medical or religious reasons).
Keywords: Visible, Denver , Manager of Member Communications and Community Management (CRM), Executive , Denver, Colorado
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