Senior CRM Manager

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy.

Position Summary:

We are seeking a Senior CRM Manager to take full ownership of our Customer Relationship Management (CRM) and Email Marketing Systems (EMS). This strategic role is responsible for optimizing data quality, enhancing system functionality, and driving business development initiatives through effective CRM strategies. The ideal candidate will bring deep expertise in Salesforce Marketing Cloud, a passion for data-driven marketing, and strong leadership capabilities to guide a high-performing team.

Key Responsibilities:

• Lead the strategy and execution of marketing automation initiatives across all engagement touchpoints using Salesforce Marketing Cloud (Email Studio, Journey Builder, Automation Studio, Mobile Studio).
• Oversee development and execution of email marketing campaigns, customer journeys, and tailored content for various audience segments.
• Plan strategic mailing schedules and implement audience segmentation to refine marketing efforts.
• Creatively and strategically bring to life cross-channel customer journeys and experiences through innovative digital presentation.
• Identify opportunities for cross-selling and up-selling within the client base.
• Build and manage Salesforce Marketing Cloud Automations and Journeys that integrate with Sales Cloud, including task and event creation.
• Generate audiences and segments for emails, journeys, and social media advertising using SQL queries in Salesforce Marketing Cloud.
• Build, manage, and optimize Data Extensions for efficient data handling.
• Serve as the subject matter expert (SME) in AMPscript, overseeing technical development of journeys and segmentation.
• Design scalable Marketing Cloud solutions using SQL, AMPscript, SSJS, HTML, CSS, and APIs for third-party integrations.
• Guide data teams on technical best practices, data architecture, and integration patterns.
• Improve data integrity and enrichment processes to maximize engagement and visibility.
• Maintain technical configurations and resolve system-related issues to ensure optimal performance.
• Own the Marketing Cloud roadmap, implementation, enhancements, release management, and support.
• Collaborate with stakeholders to validate requirements and align CRM initiatives with business goals.
• Act as a liaison between marketing, IT, and data teams to ensure accurate segmentation and data synchronization.
• Build and maintain strong relationships with cross-functional teams, managing expectations and resolving challenges.
• Manage multiple concurrent marketing technology projects with a high level of organization and strategic alignment.
• Utilize project management tools for work intake, collaboration, and progress tracking.
• Provide training, documentation, mentorship, and growth opportunities to direct reports.
• Ensure compliance with data governance and privacy regulations (e.g., CCPA, GLBA, CAN-SPAM).
• Monitor and address email deliverability issues, ensuring strong domain authority and reduced bounce rates.
• Stay current with Salesforce Marketing Cloud releases, features, and industry trends to drive innovation.

Qualifications:

• Bachelor’s degree from an accredited institution or equivalent experience.
• Salesforce Marketing Cloud Consultant or Administrator Certification (required); additional Salesforce certifications are a plus.
• 8+ years of digital marketing experience with a strong aptitude for technology and campaign execution.
• 5+ years of hands-on experience with Salesforce Marketing Cloud, including Email Studio, Journey Builder, Automation Studio, Contact Builder, and Web Studio.
• Strong understanding of Marketing Cloud architecture, administration, platform setup, and business unit management.
• Experience integrating Salesforce Sales Cloud with Salesforce Marketing Cloud.
• Deep knowledge of AMPscript, SQL, HTML/CSS, and responsive design for email customization and dynamic content.
• Proficiency in Marketing Cloud APIs, SFTP, and cross-cloud integrations.
• Strong background in data hygiene, automation workflows, and audience segmentation.
• Experience with analytics tools such as Google Analytics and Power BI.
• Familiarity with EMS tools like SendGrid.
• Proven success in managing multi-channel marketing initiatives including SMS and complex platform integrations.
• Knowledge of email marketing compliance (e.g., CAN-SPAM) and best practices.
• Excellent technical leadership with the ability to translate complex business requirements into scalable solutions.
• Demonstrated ability to lead and develop people, including coaching direct reports to achieve their professional goals.
• Ability to manage complex projects and coordinate with cross-functional teams in fast-paced environments.
• Effective verbal and written communication skills with the ability to present technical concepts to non-technical stakeholders.
• Strong interpersonal skills, conflict management, and relationship-building capabilities.
• Team player with a growth mindset and a focus on continuous improvement.

#LI-DNI

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)