Senior Manager, Customer Campaigns & Communications

Position Purpose

We are seeking a skilled and driven Senior Marketing Manager to lead customer campaign strategy. This role sits at the intersection of strategy and execution: you will own the end-to-end lifecycle of customer email communications, building the programs, content, and infrastructure that drive engagement, retention, and action across our customer base.

You are a highly organized, self-starting marketer with deep expertise in email marketing, marketing automation, and campaign execution. You think in journeys, not just sends; designing thoughtful sequences that meet customers where they are, deliver the right content at the right moment, and continuously improve engagement based on data.

You will work cross-functionally with content, design, product, and sales teams to bring campaigns to life, and you will own the reporting and optimization frameworks that keep performance moving in the right direction. This is a role for someone who is both creative and analytical, deeply collaborative, and highly capable of managing complexity without losing sight of quality.

Major Responsibilities

Customer Email Strategy & Segmentation

• Develop and own the strategy for customer email communications, including program architecture, audience segmentation, persona mapping, and content strategy.


• Build and manage detailed customer journey maps that align content delivery to the right audience at the right moment across the lifecycle.


• Apply persona-based thinking and behavioral segmentation to design targeted, relevant communications that drive meaningful engagement.


• Define and maintain content mapping frameworks that connect messaging pillars to audience segments, funnel stages, and campaign objectives.

Campaign Execution & Email Builds

• Build, configure, and deploy emails and automated campaign flows end-to-end using Salesforce and Salesforce Marketing Cloud.


• Manage integrated campaigns that span email, web, and pop-up touchpoints, ensuring consistent messaging and a cohesive customer experience.


• Set up and manage dynamic content, audience segments, and triggered workflows within Marketing Cloud to deliver personalized communications at scale.


• Own the setup and execution of web pop-ups and on-site engagement campaigns in coordination with the web team.

Testing, Optimization & Performance

• Design and execute a structured A/B testing program across subject lines, content formats, CTAs, send times, and audience segments to continuously improve performance.


• Monitor and report on key campaign metrics including open rates, click-through rates, conversion rates, unsubscribes, and downstream engagement.


• Translate performance data into actionable insights, making ongoing adjustments to content strategy, segmentation, and campaign design to improve downloads and engagement.


• Build and maintain reporting dashboards and frameworks in collaboration with the analytics team to enable clear visibility into campaign performance.

Content Planning & Brief Writing

• Write clear, detailed creative briefs for the content team, ensuring copy, design, and asset requests are scoped, prioritized, and delivered on time.


• Manage a complex, multi-stream content calendar covering customer campaigns, triggered programs, seasonal sends, and integrated initiatives.


• Partner with content and design teams to ensure all campaign assets are on brand, aligned to audience needs, and optimized for engagement.


• Contribute creative ideas and fresh thinking to improve campaign relevance, engagement, and overall customer experience.

Technical Campaign Management & Tracking

• Manage campaign tracking setup, including UTM parameters, tracking codes, and attribution frameworks to ensure accurate performance measurement.


• Maintain data integrity within Salesforce, including list hygiene, audience segmentation, and campaign attribution workflows.


• Partner with operations and analytics teams to build scalable processes for campaign setup, QA, deployment, and reporting.


• Bring a strong technical mindset to problem-solving within the marketing stack, proactively identifying opportunities to improve tooling, automation, and workflow efficiency.

Experience

• 7-10 years of end-to-end experience in campaign strategy, management, and execution, with a focus on customer email communications.


• Hands-on, expert-level experience building, deploying, and optimizing campaigns in Salesforce Marketing Cloud (preferred), or similar marketing automation platform.


• Proven experience designing customer journey programs using segmentation, personas, and content mapping to drive engagement and retention.


• Strong A/B testing experience and a data-driven approach to optimizing campaign performance.


• Demonstrated ability to manage a complex content calendar across multiple concurrent workstreams and stakeholders.


• Experience writing creative briefs and working collaboratively with content and design teams.


• Solid understanding of campaign tracking, UTM strategy, attribution, and marketing analytics.


• Experience building and managing web pop-ups or integrated digital campaigns across multiple channels.


• Highly organized self-starter with excellent time management and task prioritization skills.


• Strong collaborator who thrives in cross-functional environments and communicates clearly with both technical and non-technical stakeholders.


• Experience in a technology or SaaS environment is a strong asset.


• Salesforce/CRM experience is required; additional marketing technology experience (e.g., CDP, analytics platforms, CMS) is a plus.

Language Skills :  Bilingual proficiency in French, Spanish or German is preferred to support our diverse client base across North America and globally. 

Info-Tech Research Group of companies is an equal opportunity employer committed to diversity and inclusion and does not discriminate on the basis of any legally protected status or characteristic including Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran and are pleased to consider all qualified applicants. To that end, upon request, ITRG will ensure, to the extent possible, that accommodation be made available to applicants throughout the recruitment and hiring process. 

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