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Job description
Responsibilities
Maintain and execute the existing lifecycle, CRM, and email strategy across DIY and Assisted, keeping planning, KPIs, and the campaign pipeline on track
Keep the lifecycle roadmap moving across engagement, churn prevention, year-round value, cross-sell, win-back, and personalization
Track and report retention, engagement, and reactivation KPIs against enterprise targets
Own key lifecycle journeys - welcome, in-season, and post-filing - across DIY and Assisted
Keep churn modeling, propensity scores, and behavioral signals flowing into targeted, triggered communications, with Analytics
Lead and support the 2-person CRM strategy team, maintaining the priorities and momentum set before the transition
Uphold the existing operating model across always-on programs and tax-season surge needs
Oversee campaign planning, briefing, and prioritization across SFMC and Adobe Journey Optimizer
Continue the active test-and-learn agenda and scale winning treatments as results come in
Partner with Digital Experience & MarTech on the email design system, data feeds, and journey infrastructure to keep deployments on schedule
Support discount, offer, and incentive strategy and tracking across all lines of business, consistent with the lifecycle calendar
Own tracking and reporting of discount performance (redemption, offer depth, margin, incrementality) to inform in-flight decisions
Maintain a cross-LOB view of active and planned discounts to flag conflicts, overlaps, or cannibalization
Own weekly/bi-weekly reporting on email and CRM health (sends, open rate, CTR, unsubscribe) and program performance vs. forecast
Document key decisions, in-flight work, and open items for a smooth handback at the end of the 20 weeks
Requirements
Bachelor's degree in Marketing, Business, or related field preferred
8+ years of experience in CRM, lifecycle, or email marketing, including managing programs across multiple lines of business or products
Hands-on experience with enterprise ESP/journey platforms (Salesforce Marketing Cloud, Adobe Journey Optimizer, Braze, or similar)
Proven track record leading small teams, including managing managers
Strong analytical mindset using churn/propensity modeling, segmentation, and behavioral data to drive personalization
Experience managing agency or vendor partners against deliverables and performance goals
Excellent stakeholder management, with the ability to step into existing cross-functional relationships quickly
Ability to balance continuity with hands-on execution in a seasonal, high-volume environment
Ability to ramp quickly and operate autonomously in a fixed-term coverage role with minimal onboarding
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits:
medical/dental/vision insurance
HSA
FSA
401(k)
life, disability & ADD insurance to eligible employees
Salaried personnel receive paid time off
Hourly employees are not eligible for paid time off unless required by law
Hourly employees on a Service Contract Act project are eligible for paid sick leave
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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Worksite address
kansas city, MO, 64101, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.