CRM & Email Marketing Manager

POSITION SUMMARY  

The CRM & Email Marketing Manager is responsible for transforming how Second Harvest Heartland engages supporters and community members through coordinated, data-driven communications. Serving as the organization's subject matter expert for email marketing, audience segmentation, lifecycle marketing, marketing automation, and audience engagement strategy, the person in this role owns the planning, execution, and optimization of enterprise email communications.

Working cross-functionally with Marketing, Creative, Data & Analytics, IT, Development, Volunteer Engagement, Advocacy, and Community Programs, this position establishes organization-wide standards for audience segmentation, communication governance, and marketing automation that create a more seamless supporter experience across multiple audience databases and communication platforms.

While this role carries "CRM" in its title, it does not serve as the operational owner of the organization's CRM systems. Instead, the CRM & Email Marketing Manager partners with CRM owners across the organization to leverage audience data, improve supporter journeys, coordinate communications, and inform future communication capabilities across email, SMS, and other engagement channels.

DUTIES AND RESPONSIBILITIES 

This list is not intended to be inclusive of all duties and responsibilities. As SHH grows and the community needs change, employees should expect that new and different tasks, temporary and on-going, will be part of one’s daily work. 

Audience Strategy & Email Marketing Governance 

• Own the organization's enterprise email marketing program, ensuring communications are coordinated, audience-centered, and aligned with organizational priorities.
• Establish governance for audience segmentation, communication frequency, deployment standards, suppression rules, personalization, and marketing automation.
• Develop and manage the enterprise communications calendar to coordinate fundraising, volunteer engagement, advocacy, partner communications, community programs, and marketing campaigns.
• Serve as the organization's subject matter expert for email marketing, lifecycle marketing, audience strategy, and marketing automation.
• Partner with CRM owners, Data & Analytics, and IT to improve audience journeys, communication effectiveness, and cross-platform supporter experiences.
• Help shape future communication capabilities across email, SMS, automation, and integrated marketing technologies.
  

Campaign Operations & Lifecycle Marketing 

• Lead end-to-end execution of email campaigns, including production, testing, quality assurance, deployment, reporting, and optimization.
• Build responsive emails using approved messaging, creative assets, and brand standards.
• Write and optimize subject lines, preheaders, calls-to-action, personalization, and dynamic content.

• Design and maintain audience segments, automated journeys, and lifecycle communications.
• Manage deliverability, reusable templates, campaign troubleshooting, and production workflows.
• Partner with CRM owners, Data & Analytics, and IT to maintain audience integrations, segmentation strategies, data quality, and communication workflows across platforms.

Performance Analytics & Optimization 

• Monitor campaign performance, including deliverability, engagement, conversions, list growth, audience health, and unsubscribe trends.
• Build dashboards and reporting that provide actionable insights for organizational leaders.
• Conduct A/B testing across messaging, segmentation, timing, automation, and campaign design.
• Use campaign insights to continuously improve communications, audience engagement, and operational efficiency.
• Recommend new technologies and best practices that strengthen audience engagement.

Cross-Functional Partnership 

• Partner with Marketing, Creative, Data & Analytics, IT, Development, Volunteer Engagement, Advocacy, and Community Programs to support organization-wide communication goals.
• Advise internal stakeholders on audience strategy, email marketing, lifecycle marketing, automation, segmentation, channel strategy, campaign timing, and communication planning.
• Collaborate with CRM owners to maximize the value of audience data while respecting ownership of individual systems.
• Ensure communications align with brand standards, accessibility requirements, governance practices, and organizational priorities.
• Stay current on audience engagement strategies, marketing automation, email marketing, accessibility, privacy regulations, and emerging marketing technologies.

Required Qualifications

• Bachelor's degree in Marketing, Communications, Business, or related field, or an equivalent combination of education and experience.

• Five (5) or more years of experience leading CRM-enabled email marketing programs, including audience segmentation, marketing automation, deployment, reporting, and optimization.
• Experience working with CRM and email marketing platforms such as Blackbaud Raiser's Edge, Luminate Online, Bonterra, Mailchimp, Salesforce Marketing Cloud, HubSpot, or similar systems.
• Experience coordinating communications across multiple audience databases and marketing platforms, with the ability to translate business needs into scalable audience strategies, communication governance, and marketing automation.
• Experience building responsive HTML email campaigns and automated customer journeys.
• Knowledge of email accessibility standards, CAN-SPAM requirements, deliverability best practices, and digital marketing trends.
• Strong project management and cross-functional collaboration skills.

Success in this Role

Within the first 6-12 months, this individual will:

• Establish a scalable enterprise email marketing program with clear governance, standards, and best practices.
• Create a coordinated communications calendar that improves planning and visibility across departments.
• Reduce communication overlap while increasing audience engagement through improved segmentation, personalization, and automation.
• Improve campaign performance through testing, reporting, and data-informed optimization.
• Develop a roadmap for lifecycle marketing that leverages audience data across multiple systems to strengthen long-term relationships with donors, volunteers, advocates, partners, and community members.
• Build strong partnerships with CRM owners, Data & Analytics, IT, and Marketing to create a more connected supporter experience.

VALUES

• We Deliver: We use our head and heart to make decisions, we make the best use of donor dollars, and we achieve results safely and reliably.
• We Lead with Our Hearts: We keep our neighbors, partners, and teams at the center of our work. We seek to understand and anticipate their needs.
• We are all in this Together: We collaborate, internally and externally. We communicate openly, seeking feedback and sharing knowledge.

• We Innovate: We seek out bold new ideas, we embrace change, and we commit to continuous improvement for ourselves and our work.
• We Believe our Differences Make us Stronger: We value inclusion and embrace the variety of backgrounds that make up our team and our community. Our different experiences and perspectives empower us to fulfill our mission

Second Harvest Heartland is an equal opportunity employer.