Member Communications Manager

| Greater Denver Area
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Visible & You

At Visible, we’re building a new, entirely digital way to deliver mobile phone service to fit the needs of people who live their lives on their phones. With one simple price, we offer unlimited data, messages, and minutes, on America’s best 4G LTE network. Based in Denver, CO, we’re a team of passionate people imagining and building the future of mobile phone service, while creating a new culture and ways of doing business from ground up. No single day will feel the same, and change is the only constant. If you love all of that, plus the challenge of delivering the best experience to our customers in the simplest ways (and knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

This is a full-time position based at the Visible headquarters in Denver, CO, where you will collaborate with team members across functions as well as our executive team.

 

Your Role at Visible

As Member Communications Manager, you will work with Member Communications Lead to deliver world-class communications—notifications, nudges, engagement—to a large and growing base of customers and prospects for the Visible brand; you’ll leverage email, SMS and push notification. The ideal candidate moves adeptly between ownership of strategic projects and operation of the nuts-and-bolts of our martech stack (campaign buildout, tracking, documentation, etc.). You will own the customer experience as it bears on outbound touches—from customer onboarding and ongoing engagement to Net Promoter Score and cross-team deep dives into quantitative member experience measurement. Though we leverage email, SMS, and app-push, this is much more than an email-marketing job or a batch-and-blast operation; we seek a candidate who has managed full customer lifecycles (ideally in a subscription business) and triggered-message infrastructure.

 

Responsibilities:

  • Execute swiftly and accurately: build assets, including SQL queries, HTML emails, AMPscript, Marketing Cloud orchestrations (journeys, automations, file transfers) and SurveyMonkey surveys
  • Partner with other teams to stay abreast of an ever-changing end-to-end user flow; suggest and execute changes & optimizations to the triggered messaging stream.
  • Serve other teams to deliver customer messaging they need – especially Product, Product Marketing, Events, Brand, Care
  • Fight churn; imagine, build and measure new campaigns and user flows.
  • Influence product managers, engineers and other resources to get your projects/functionality prioritized and built
  • Present performance and insights both electronically and IRL to a large, diverse and demanding internal audience
  • Master our marketing technology stack, especially Salesforce Marketing Cloud, Swrve and BigQuery; continuously evaluate new, emerging technologies to keep us state-of-the-art.
  • Leave a paper trail – document with rigor all campaigns, processes, system/database behaviors

 

You’ll need to have:

  • Bachelor’s degree or four years work experience
  • Journey Builder experience
  • 3+ years writing SQL to build targeted audience lists
  • 2+ years building campaigns for mobile marketing – push notifications and text messaging
  • 2+ years reporting & analysis, including demonstrated examples of using SQL and Excel/pivot tables to glean insights from data
  • Dexterity with relational databases and SQL queries; derive spot-on lists of recipients for CRM campaigns
  • Knowledge of email-delivery infrastructure and how to measure and optimize sender score & inbox placement
  • Experience using Trello, Confluence and Jira

 

Even better if you have:

  • Rich experience in marketing automation and lifecycle/trigger buildouts
  • Dexterity with relational databases and SQL queries; derive spot-on lists of recipients for CRM campaigns
  • Knowledge of email-delivery infrastructure and how to measure and optimize sender score & inbox placement
  • Command of English-language grammar, spelling and style – and ability to manifest brand voice in writing
  • 4+ years executing marketing automation campaigns in Salesforce Marketing Cloud. Must have
  • Experience writing copy an advantage
  • Experience using Return Path an advantage
  • Experience using Connector between Salesforce Service Cloud and Salesforce Marketing Cloud an advantage
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Location

1200 17th St., 27th Floor, Denver, CO 80202

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