Client Experience Specialist providing exceptional operational support for Fidelity's critical clients. Bilingual position requiring expertise in mutual funds and customer relations.
About the role
- Manage Salesforce Marketing Cloud to build lifecycle journeys and personalized campaigns for Collectors' marketplace. Drive acquisition, retention, reactivation, and LTV growth.
Responsibilities
- Develop and implement a long-term lifecycle marketing roadmap for the PSA Marketplace to strengthen customer loyalty, maximize LTV, and increase retention
- Build sophisticated automated journeys across the customer lifecycle (onboarding, activation, retention, win-back, loyalty) leveraging Salesforce Marketing Cloud and related platforms
- Create targeted campaigns and promotional strategies by designing highly segmented audiences and integrating with Talon.One to deliver personalized customer experiences
- Partner with campaign owners, product, marketplace operations, and analytics teams to align CRM initiatives with business goals, audience insights, and KPIs
- Generate regular reports to track campaign performance and provide insights and recommendations to stakeholders
- Monitor campaign performance in real time, run A/B and multivariate tests, and deliver actionable insights to drive continuous improvement
- Provide lifecycle marketing insights and best-practices to guide promotional strategy and enhance customer experience
- Strategize, plan, and execute automated journeys supporting various areas of the business
- Work directly with the Senior Manager, CRM to define goals, benchmarks, and KPIs and mentor junior team members
- Report to Senior Manager, CRM and work from Santa Ana, CA or Jersey City, NJ office; remote or hybrid candidates considered
Requirements
- Bachelor's degree in Marketing, Business, or a related field
- 5-7 years of proven experience in lifecycle marketing, marketing CRM, marketing campaign management, marketing operations, or related functions
- Demonstrated success in developing CRM strategies that drive measurable customer growth and retention
- Hands-on expertise with Salesforce Marketing Cloud (or comparable marketing automation platforms)
- Experience with promotional platforms like Talon.One
- Strong analytical skills, including customer data analysis, LTV modeling, customer reinvestment and payback analysis, and segmentation
- Experience running A/B and multivariate tests
- Detail-oriented with a track record of building scalable, accurate, and high-quality CRM programs
- Proven ability to manage multiple projects and work in a fast-paced environment
- Excellent written and verbal communication skills; ability to present complex data clearly
- Team player with strong cross-functional partnership experience
- Ability to work legally in the United States (Collectors uses e-Verify)
Benefits
- Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
- Fertility benefits
- Commuter assistance
- Educational assistance benefits
- 401(K) Matching Plan: competitive 401k matching plan
- Flexible time-off (vacation)
- Ten company paid holidays
- Employee discounts on select grading services for approved submissions
- Flexible Hours: many teams offer flexible schedules
- Fun working environment: celebrations, holiday events, and team building activities
- Role may be eligible for bonuses, commissions, or other forms of compensation
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