The Director of Email Campaigns is responsible for managing the deployment strategy for enterprise transactional email communications to Freedom Mortgage Corporation customers. This is accomplished by working in tandem with Operational leadership to support requests and identify process improvements as it relates to the customer journey for new mortgage loan originations. Oversees the deployments between Salesforce Marketing Cloud and other systems, providing ongoing reporting and insights on campaign performance.
Essential Job Functions may include:
- Collaborate with Operations and Servicing stakeholders to create execution plans for transactional campaigns to customers (at least 60 email and SMS campaigns – approximately 5 MM email sends per year)
- Monitor critical, regulatory messages to assure delivery
- Manage and present reporting on email campaigns and journeys
- Work with operations staff to improve customer communications, driving incremental improvements
- Execute Ad hoc communications for ops and servicing
- Setting up and adjusting existing Marketing Cloud Email and SMS Journeys
- Manages existing integration between internal and external systems with SFMC through APIs, making sure journeys run
- Provide feedback on efficacy of campaigns, including summary-level reporting and user-level reports as needed
- Manages vendor relationships and email development/enhancement projects
- Leads change to automate marketing activities through SFMC
Other Related Duties:
Performs other related duties as assigned.
May manage staff and/or consultants carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Education and/or Experience:
- Minimum of 5 years of marketing experience,
- Mortgage background and understanding of originations process
- Bachelors Degree from a Four (4) year College or University or equivalent combination of education and experience.
- Previous enterprise-level expertise with exact target / email studio or ability to learn system
- Deep understanding of email and SMS best practices
- Previous experience managing staff and/or vendor relationships
- Understands basic marketing principals as it relates to tracking KPI
- Excel and mathematical skills required; must be able to create basic custom reports, pivot tables and provide insights /trends into campaign performance
- Marketing Cloud Email Specialist Certification, Marketing Cloud Consultant or Marketing Cloud Admin certifications a strong plus
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Regular and substantial contact with others. Contacts usually involve discussions related to policies and programs. Handles sensitive, complex, and/or confidential information.
Customer Service Relationships:
Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department.
Tasks and responsibilities require integration of diverse functional areas and involve variables that are more abstract. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.
Independent Judgement/Problem Solving:
Performs duties within scope of general Company policies, procedures and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures and practices. Refers exceptions to policy and procedures to the supervisor.
Physical Demands :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
Americans with Disabilities Act:
Applicants as well as employees who are or become disabled must be able to perform the essential job functions either unaided or with reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall determine reasonable accommodation on a case-by-case basis in accordance with applicable law.
Career development and advancement
Working at Freedom, you have the chance to invest in yourself. From on-the-job training to advancement opportunities, and from tuition assistance to our annual internal leadership conference, we’re focused on upskilling, achieving, and celebrating.Learn More
We run huge company-sponsored donation events and contests, as well as offer paid volunteer time so you can commit your support to the causes which you care about most.Learn More
Holidays and paid time off
We offer ample paid time off including multiple paid holidays — because your downtime and well-being are just as important to us as your time in work mode.Learn More
Our salaries are competitive — rewarding your experiences, contributions, and hard work. We also have a 401K plan which provides a matching contribution.Learn More
We offer several medical benefits plans and options to choose from including dental, vision, disability and life insurance, dependent care and flexible spending.Learn More
Pets are part of the family too! We offer comprehensive vet insurance to make sure your cats are cared for, your pups are prioritized, and your lizards looked-after.Learn More
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