Senior Customer Experience Manager

Primary Purpose

The Senior Customer Experience Marketing Manager will focus on the company's personalization efforts. This role will be responsible for developing and executing personalized experiences that drive customer engagement, retention, and growth and will have a deep understanding of creating personalization strategies, customer behavior, data analytics, and best practices in email & digital marketing.

This hybrid role requires in-person work at our Newton, MA headquarters.

Bright Horizons is trusted by families and employers around the world for high-quality child care and early education, back-up care, and workplace education. We partner with some of the world's best companies to provide services that help employees perform their best and support families to thrive both personally and professionally

Essential Functions/Responsibilities

• Strategy Development: Design and execute comprehensive, personalized email marketing strategies that align with business goals, enhancing customer journeys and maximizing ROI.
• Campaign Management: Oversee the personalization planning, execution, and analysis of Bright Horizons email campaigns and site experiences, including welcome series, cart abandonment, re- engagement, and lifecycle campaigns.
• Data Analysis: Utilize analytics to monitor campaign performance, analyze customer behavior, and identify opportunities for optimization. Create reports and dashboards to communicate results to stakeholders.
• Cross-Functional Collaboration: Work closely with marketing, analytics, product, and operation teams to ensure alignment on messaging, audience targeting, and overall marketing objectives.
• Segmentation, Personalization & Testing: Develop advanced segmentation strategies and personalization to enhance engagement and drive conversions. Implement A/B testing methodologies to optimize & refine campaign content, subject lines, and send times for optimal performance.
• Team Leadership: Mentor and manage a team of email marketing specialists, providing guidance on best practices, professional development, and performance management.
• Compliance & Best Practices: Stay up-to-date with industry trends and best practices in email marketing & personalization. Ensure compliance with email marketing regulations, including GDPR and CAN-SPAM compliance.

Minimum Qualifications:

• Bachelor's Degree in Marketing, Business, or a related field - Required
• 6 years of experience creating personalization strategies with a focus on email marketing - Required

Preferred Qualifications:

• Must have a deep understanding of analyzing customer behavior and data to develop personalized messaging and segments
• Proven track record of managing successful email marketing programs and driving measurable results
• Strong analytical skills with proficiency in Salesforce Marketing Cloud and Qlik; experience in Microsoft Dynamics a plus.
• Excellent project management skills, with the ability to manage multiple projects and deadlines.
• Strong understanding of email marketing best practices, deliverability, and data privacy regulations.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
• Master's Degree

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Life insurance