Customer Lifecyle & Marketing Automation Manager

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. They are seeking a Customer Lifecycle & Marketing Automation Manager to execute and report on email marketing programs, drive campaign performance, and develop innovative marketing strategies across their camp brands.

Responsibilities:

• Understand the requirements of stakeholders and work with technical teams to ensure the system(s) can deliver on those requirements
• Create automated, multi-touch, targeted prospect and customer lifecycle digital marketing programs (both campaigns and journeys)
• Client management of internal stakeholders acting as an internal email consultant on email marketing best practices
• Be accountable for quality execution and timeliness of all email projects and campaigns
• Monitor daily email sends and data transfer processes to ensure proper execution of email programs
• Report on the delivery of email campaigns and journeys as well as provide insight for optimization
• Provide recommendations and input on goals, objectives, strategy and email best practices
• Keep management in the loop on email performance against goals and objectives
• Work within Marketing Services and with the IT team on projects that span marketing technologies and other systems (i.e. IBM Watson, Salesforce Sales Cloud, Microsoft Dynamics, Google Analytics)
• Test new fields and other system updates/changes to ensure that the business use cases and requirements are met, includes data validation to ensure that the values in the field are correct
• Work on special projects and serve as the SME on the marketing systems across the organization
• Audit and recommend best practices for marketing automation, oversee integration upgrades, troubleshoot issues and identify new technology enhancements to incorporate
• Keep Marketing Automation documentation current - including naming conventions, best practices, processes, and procedures
• Own the end‑to‑end lifecycle marketing strategy for Camps, with a primary focus on email marketing, including promotional, triggered, and transactional communications
• Own and manage the email marketing platform, including audience segmentation, journey design, campaign setup, automations, testing, and performance monitoring
• Design and optimize holistic customer journeys across lifecycle stages—awareness, consideration, enrollment, onboarding, engagement, retention, and re‑engagement—tailored by brand, product, and customer segment
• Develop differentiated lifecycle and email strategies across two distinct camp brands and multiple product offerings, including summer programs, holiday/break programs, field trips, and virtual camps
• Partner closely with a Content Manager, providing strategic direction while overseeing campaign structure, targeting, cadence, and optimization (content execution supported by the Content Manager)
• Collaborate with CRM, Creative, Performance Marketing, Social, and Paid Media teams to ensure consistent messaging and coordinated execution across email, digital advertising, social, and other customer touchpoints
• Lead lifecycle campaign ideation and roadmap planning, identifying opportunities to support enrollment, cross‑sell, retention, and loyalty
• Use performance data, analytics, and A/B testing to continuously refine strategy, improve engagement and conversion, and inform future lifecycle programs

Requirements:

• Bachelor's Degree in Marketing, Communications, or a related field
• In lieu of a degree, an additional 4 years of experience would be considered
• 5 years experience implementing and managing Marketing Automation programs and technology, preferably using Salesforce Marketing Cloud (ExactTarget) and/or Pardot
• Ability to work in a fast paced environment working with multiple stakeholders
• Experience managing projects of varying complexity; time and project management are critical skills
• Demonstrated resourcefulness, motivation, initiative and creative problem solving
• Understanding of persona-based marketing, targeting and segmentation
• Ability to think strategically while also able to 'roll up your sleeves' and do the hands-on work necessary to meet deadlines
• Knowledge of test and learn practices a plus (such as A/B Testing, Multivariate Testing, etc.)
• Must be flexible with the ability to adapt to, and drive change
• Self-starter with strong interpersonal skills who both works well within a team and independently
• Hands‑on experience owning and operating an email marketing or marketing automation platform (e.g., MailChimp, Klavyio, or similar)
• Strong understanding of email marketing principles and best practices
• Proven ability to orchestrate personalized customer journeys using data‑driven experimentation and optimization
• Experience collaborating with copywriters or content partners to develop persuasive, personalized email content across promotional and lifecycle campaigns
• Strong analytical skills with experience using performance metrics to inform strategy and continuous improvement
• Ability to translate complex service offerings into clear, compelling customer‑focused messaging for multiple audiences
• Strong project management skills and ability to manage multiple priorities in a fast‑paced, seasonal business environment
• Detail‑oriented, self‑directed, and comfortable operating as the subject‑matter expert for lifecycle and email marketing
• Certification with Salesforce and marketing automation tools a plus
• Marketing Cloud AMPScript familiarity and experience a plus
• HTML and Adobe Photoshop skills a plus
• Experience developing and executing multi‑channel campaigns in a consumer‑facing or family‑oriented brand environment preferred