Job Title: Loyalty Communications & Email Strategy Manager
Location: Tysons Corner, VA (Hybrid - 4 Days Onsite)
Summary
Rockwoods is seeking a Loyalty Communications & Email Strategy Manager to support our client based in Tysons Corner, VA. This is a hybrid role requiring 4 days onsite.
In this role, you will lead the design, execution, and optimization of loyalty communications across digital channels-email, SMS, push notifications, and in-app messaging. You'll work cross-functionally to craft data-driven, personalized customer journeys that enhance retention, boost engagement, and increase lifetime value.
Essential Functions
Strategy & Execution:
- Develop and own the end-to-end loyalty communications strategy across email, SMS, mobile app, and web.
- Define and implement lifecycle communication programs (welcome, activation, re-engagement, upgrade, referral, etc.).
- Create trigger-based, personalized messaging journeys informed by behavioral, transactional, and demographic data.
- Collaborate with creative, data, and product teams to build campaign assets that align with the loyalty value proposition and brand.
Data-Driven Personalization:
- Leverage customer data and insights to segment audiences and tailor communications for maximum relevance and effectiveness.
- Identify new opportunities to personalize content, timing, and channels using real-time data signals and platform capabilities.
- Partner with analytics to test, track, and optimize campaign performance (open/click rates, conversion, churn, etc.).
Channel Integration:
- Ensure consistency and integration across channels, including app push, SMS, email, and web experiences.
- Coordinate cross-functional inputs to ensure that loyalty messaging complements broader marketing and customer experience initiatives.
- Maintain compliance with relevant regulations (CAN-SPAM, TCPA, etc.) and platform policies.
Campaign Operations & Optimization:
- Manage campaign calendars, workflows, and content delivery for recurring and one-time communications.
- Test subject lines, messaging formats, send times, and channel combinations to improve KPIs.
- Maintain QA processes to ensure flawless execution and delivery across all devices and platforms
- Stay updated with industry best practices and emerging trends in content marketing, AI, ML, and related technologies.
Education and Experience
- Bachelor's degree in Marketing, Communications, Business, or a related field.
- 7+ years of experience in digital/email marketing, loyalty programs, or CRM, preferably in a financial service or B2C environment.
- Strong understanding of ESPs (e.g., Salesforce Marketing Cloud, Iterable, Braze, Adobe Campaign), SMS platforms, and app push tools.
- Experience with segmentation, audience targeting, and A/B or multivariate testing.
- Familiarity with customer journey mapping, behavioral triggers, and automated workflows.
- Analytical mindset with the ability to interpret data and derive actionable insights.
- Exceptional communication, storytelling, and project management skills.
- Strategic thinker with a hands-on, data-informed approach to content.
- Excellent grammar, attention to detail, and consistency in tone and voice.
- Understanding of customer retention, loyalty, and referral programs.