Position Summary

The CRM Email & SMS Marketing Specialist is responsible for planning, developing, executing, and optimizing customer relationship marketing campaigns across email and SMS channels. This role owns the customer communication lifecycle from strategy and segmentation through automation, deployment, testing, reporting, and optimization. Working closely with Marketing, Compliance, Operations, IT, Graphic Design, and Web Development, this position ensures timely, personalized, compliant, and data-driven communications that support customer acquisition, retention, reactivation, and engagement.

Essential Duties & Responsibilities

• Develop and execute email and SMS marketing campaigns supporting acquisition, retention, reactivation, and customer engagement.
• Own the CRM marketing calendar and coordinate campaigns with promotions, holidays, store initiatives, and company objectives.
• Build and maintain automated customer journeys including welcome series, abandoned application campaigns, referral programs, birthday campaigns, win-back campaigns, payment reminders, and retention workflows.
• Create audience segmentation using customer behavior, geography, lifecycle stage, loan status, and marketing preferences.
• Personalize messaging using dynamic content and customer data.
• Serve as the subject matter expert for HubSpot, Mailchimp, and SlickText.
• Build, schedule, test, deploy, monitor, and optimize campaigns within HubSpot, Mailchimp, SlickText, and other CRM platforms.
• Manage SMS compliance including opt-in/opt-out processes and TCPA requirements.
• Monitor email deliverability, sender reputation, bounce rates, spam complaints, and list hygiene.
• Write compelling subject lines, preview text, calls-to-action, and campaign copy.
• Partner with the Graphic Designer to develop engaging creative assets.
• Conduct quality assurance testing across devices, browsers, and email clients before deployment.
• Plan and execute A/B testing for subject lines, creative, calls-to-action, audience segments, timing, and messaging.

• Analyze campaign performance and provide recommendations for continuous optimization.
• Track KPIs including open rate, CTR, CTOR, conversions, unsubscribes, deliverability, engagement, applications, funded loans, and attributed revenue.
• Prepare recurring performance reports and present insights to management.
• Manage campaign schedules, approvals, revisions, and deliverables using Monday.com.
• Maintain organized documentation, templates, campaign assets, and version control.
• Collaborate with Marketing, Compliance, Operations, IT, and executive leadership throughout campaign development.
• Ensure all campaigns comply with company brand standards, CAN-SPAM, TCPA, and applicable regulations.
• Utilize AI tools such as ChatGPT to improve efficiency while maintaining quality and brand standards.
• Protect confidential company and customer information.
• Perform other duties as assigned.

Education & Experience

• Bachelor's degree in Marketing, Communications, Business, or related field preferred.
• 4–5 years of professional CRM, email marketing, SMS marketing, or marketing automation experience.
• Experience managing customer lifecycle marketing programs.
• Financial services, retail, or consumer marketing experience preferred.

Technical Skills

• Expert-level experience with Mailchimp.
• Expert-level experience with HubSpot.
• Expert-level experience with SlickText or similar SMS platform.
• Strong CRM marketing and marketing automation expertise.
• Experience with Monday.com project management software.
• Working knowledge of Canva.
• Microsoft Office Suite proficiency.
• Basic HTML/CSS preferred.
• Google Analytics and campaign reporting experience preferred.
• Familiarity with AI-assisted marketing tools.

Knowledge, Skills & Abilities

• Expert understanding of CRM strategy and customer lifecycle marketing.
• Excellent writing, editing, and proofreading skills.
• Strong analytical mindset with the ability to interpret marketing data.
• Experience planning and optimizing A/B tests.
• Ability to take direction and execute campaigns accurately while following brand guidelines.
• Patient and professional when working through revisions and changing priorities.
• Comfortable balancing feedback from multiple stakeholders.