Manager - Email and SMS Strategy and Operation (Memphis, TN or Remote in USA)
St. Jude Children's Research Hospital - ALSAC, Memphis, TN, United States
Job Description
We are seeking a strategic and results-driven
Manager, Email & SMS Strategy and Operation
to lead the planning, execution, and optimization of our lifecycle and promotional messaging programs. This role owns end-to-end email and SMS performance—balancing customer experience, operational excellence, compliance, and measurable business impact.
You will partner closely with Marketing, Analytics, Technology, Creative, and Compliance teams to build scalable, data‑led communication strategies that drive engagement, conversion, and long‑term customer value.
Key Responsibilities Strategy & Program Leadership
Own the email and SMS channel strategy, aligning messaging, cadence, and personalization with business objectives and customer lifecycle needs.
Develop and maintain a channel roadmap that balances innovation, optimization, and operational stability.
Identify opportunities to enhance segmentation, automation, testing, and personalization to improve performance and customer experience.
Campaign Execution & Operations
Oversee day‑to‑day execution of email and SMS campaigns, ensuring accuracy, on‑time delivery, and adherence to brand and compliance standards.
Manage campaign QA processes, deployment workflows, and issue resolution.
Partner with Marketing and Creative teams to translate business needs into effective channel execution.
Analytics, Optimization & Reporting
Establish and monitor KPIs (e.g., deliverability, engagement, conversion, revenue impact).
Lead A/B testing and experimentation strategies across subject lines, content, timing, frequency, and personalization.
Deliver regular performance reporting and insights to stakeholders, with clear recommendations for improvement.
Technology & Platform Management
Serve as the primary owner for email and SMS platforms (e.g., ESPs, CDPs, marketing automation tools).
Collaborate with Technology teams on integrations, enhancements, and vendor management.
Ensure data integrity, list hygiene, and scalable automation frameworks.
Compliance & Best Practices
Ensure all messaging complies with CAN‑SPAM, TCPA, GDPR/CCPA, and internal governance requirements.
Monitor deliverability, sender reputation, opt‑in/opt‑out management, and industry best practices.
Stay current on evolving regulations, channel trends, and emerging capabilities.
People & Cross‑Functional Leadership
Lead, mentor, and develop team members supporting email and SMS execution.
Act as a trusted partner to Marketing, Analytics, Product, Customer Experience, and Legal teams.
Communicate clearly and effectively with both technical and non‑technical audiences.
Qualifications Required
5+ years of experience in email and/or SMS marketing, lifecycle marketing, or digital marketing operations.
2+ years of people leadership or functional ownership experience.
Hands‑on experience with enterprise email/SMS platforms and marketing automation tools.
Strong understanding of segmentation, automation, deliverability, and compliance.
Analytical mindset with experience using data to guide decisions and measure impact.
Preferred
Experience working with CDPs, CRM systems, and data warehouses.
Familiarity with SQL or advanced analytics tools.
Background in retail, e‑commerce, financial services, healthcare, or other regulated industries.
Experience scaling or transforming email/SMS programs in a growing or complex organization.
Benefits & Perks The following Benefits & Perks apply to Full‑Time Roles Only.
We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.
Core Medical Coverage: low cost low deductible Medical, Dental, and Vision Insurance plans.
401K Retirement Plan with 7% Employer Contribution.
Exceptional Paid Time Off.
Maternity / Paternity Leave.
Infertility Treatment Program.
Adoption Assistance.
Education Assistance.
Enterprise Learning and Development.
And more.
Equal Employment Opportunity Statement ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.
No Search Firms ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
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Manager, Email & SMS Strategy and Operation
to lead the planning, execution, and optimization of our lifecycle and promotional messaging programs. This role owns end-to-end email and SMS performance—balancing customer experience, operational excellence, compliance, and measurable business impact.
You will partner closely with Marketing, Analytics, Technology, Creative, and Compliance teams to build scalable, data‑led communication strategies that drive engagement, conversion, and long‑term customer value.
Key Responsibilities Strategy & Program Leadership
Own the email and SMS channel strategy, aligning messaging, cadence, and personalization with business objectives and customer lifecycle needs.
Develop and maintain a channel roadmap that balances innovation, optimization, and operational stability.
Identify opportunities to enhance segmentation, automation, testing, and personalization to improve performance and customer experience.
Campaign Execution & Operations
Oversee day‑to‑day execution of email and SMS campaigns, ensuring accuracy, on‑time delivery, and adherence to brand and compliance standards.
Manage campaign QA processes, deployment workflows, and issue resolution.
Partner with Marketing and Creative teams to translate business needs into effective channel execution.
Analytics, Optimization & Reporting
Establish and monitor KPIs (e.g., deliverability, engagement, conversion, revenue impact).
Lead A/B testing and experimentation strategies across subject lines, content, timing, frequency, and personalization.
Deliver regular performance reporting and insights to stakeholders, with clear recommendations for improvement.
Technology & Platform Management
Serve as the primary owner for email and SMS platforms (e.g., ESPs, CDPs, marketing automation tools).
Collaborate with Technology teams on integrations, enhancements, and vendor management.
Ensure data integrity, list hygiene, and scalable automation frameworks.
Compliance & Best Practices
Ensure all messaging complies with CAN‑SPAM, TCPA, GDPR/CCPA, and internal governance requirements.
Monitor deliverability, sender reputation, opt‑in/opt‑out management, and industry best practices.
Stay current on evolving regulations, channel trends, and emerging capabilities.
People & Cross‑Functional Leadership
Lead, mentor, and develop team members supporting email and SMS execution.
Act as a trusted partner to Marketing, Analytics, Product, Customer Experience, and Legal teams.
Communicate clearly and effectively with both technical and non‑technical audiences.
Qualifications Required
5+ years of experience in email and/or SMS marketing, lifecycle marketing, or digital marketing operations.
2+ years of people leadership or functional ownership experience.
Hands‑on experience with enterprise email/SMS platforms and marketing automation tools.
Strong understanding of segmentation, automation, deliverability, and compliance.
Analytical mindset with experience using data to guide decisions and measure impact.
Preferred
Experience working with CDPs, CRM systems, and data warehouses.
Familiarity with SQL or advanced analytics tools.
Background in retail, e‑commerce, financial services, healthcare, or other regulated industries.
Experience scaling or transforming email/SMS programs in a growing or complex organization.
Benefits & Perks The following Benefits & Perks apply to Full‑Time Roles Only.
We’re dedicated to ensuring children and their families have every opportunity to enjoy life’s special moments. We’re also committed to giving our staff excellent benefits so they can do the same.
Core Medical Coverage: low cost low deductible Medical, Dental, and Vision Insurance plans.
401K Retirement Plan with 7% Employer Contribution.
Exceptional Paid Time Off.
Maternity / Paternity Leave.
Infertility Treatment Program.
Adoption Assistance.
Education Assistance.
Enterprise Learning and Development.
And more.
Equal Employment Opportunity Statement ALSAC is an equal employment opportunity employer.
ALSAC does not discriminate against any individual with regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, transgender status, disability, veteran status, genetic information or other protected status.
No Search Firms ALSAC does not accept unsolicited assistance from search firms for employment opportunities. All resumes submitted by search firms to any ALSAC employee or ALSAC representative via email, the internet or in any form and/or method without being contacted and approved by our Employee Experience team and without a valid written search agreement in place will result in no fee being paid if a referred candidate is hired by ALSAC.
#J-18808-Ljbffr