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USC Auxiliary Services, one of the largest divisions at The University of Southern California, is focused on making a difference for over 65,000 students, athletes, faculty, staff, and guests who visit our campuses each day.  Through our innovative services, our six central business units (USC Bookstores, USC Hospitality, USC Housing, USC Transportation, the USC Hotel and the Los Angeles Memorial Coliseum) collectively create the best USC experience for future leaders, scientists, filmmakers, engineers, and doctors alike. Auxiliary Services works tirelessly to welcome all visitors into the Trojan family. We are driven to succeed by our commitment to uphold our six unifying values in Integrity, Excellence, Well-Being, Open Communication, Accountability, and Diversity, Equity, and Inclusion.

We are seeking a Customer Relationship Management (CRM) Manager to join our rapidly growing team.

The Opportunity:

The Customer Relationship Management (CRM) Manager drives strategy, execution, and performance of consumer engagement for CRM marketing program. This individual will identify customer behaviors that drive lifetime value and uncover opportunities for personalization across the customer lifecycle.

The Accountabilities:

• Analyzes customer data to recommend effective segmentations and audience targets. Identifies patterns in customer shopping behavior, and builds campaigns to increase loyalty and retention. Develops and executes CRM and email marketing roadmap, segmentation, and content planning across consumer and audience segments. Uses data-mining techniques and analytic capabilities to develop segmentation strategies.

• Maps customer journeys and collaborates with other teams (e.g., IT, design, retail) to develop best-in-class experiences. Improves effectiveness of communications through continuous “test and learn” approach. Recommends and tests strategies across other CRM channels (e.g., mobile/text, social). Performs A/B testing of content, layout and design, as appropriate. Develops insightful reports and dashboards to monitor progress and ongoing optimization.

• Advises in all aspects of email creation (e.g., design, copywriting, delivery). Ensures compliance with email best practices (e.g., multivariate testing, scheduling, deliverability). Establishes quality controls for flawless execution of

• email campaigns.

• Maintains currency with emerging trends with customers and markets to identify new opportunities for innovation in CRM. Delivers recommendations and serves as a subject matter expert on CRM approach tools, marketplace trends, list pulls, testing environments and CRM standard methodologies.

• Promotes an environment that fosters inclusive relationships and creates unbiased opportunities for contributions through ideas, words, and actions that uphold principles of the USC Code of Ethics

• Performs other related duties as assigned or requested. The university reserves the right to add or change duties at any time.

The Qualifiers:

• Education: Bachelor’s degree in marketing, technology, science or related field.

• Experience: At least three years’ experience. in email marketing, CRM marketing, direct marketing, database marketing, and/or lifecycle marketing.

• Expertise:

  • Expert knowledge of marketing automation platforms.

  • Experience using CRM/marketing automation technology to drive business results, including CRM databases.

  • Knowledge of customer segmentation techniques, persona development, and lifecycle management.

  • Experience in marketing analytics and analytics tools (e.g., Google Analytics). Knowledge of customer segmentation techniques, persona development, and lifecycle management.

  • Experience with the entire process of automated outbound and inbound marketing (e.g., lead scoring/nurturing/routing, campaign development and management, landing page and form building and optimization, and reporting/analytics).

  • Excellent written and oral communication skills and ability to communicate with a wide range of internal and external stakeholders.

The Trojan Family Rewards:

We pride ourselves in creating the BEST USC EXPERIENCE, and that begins with our employees! We offer a wide variety of benefits and programs that support our staff and their families including. For more information visit http://benefits.usc.edu.

This support advocates work-life balance and employee well-being. As members of the Trojan family, employees are connected by the traditions and history that make us proud to be Trojans!

As an equal opportunity employer, USC values and promotes diversity and inclusion in the workplace. The work culture thrives on mutual respect, trust, and synergy amongst all of its members.

USC has great minds that transform the world with their talents and research. Will you be one? Join us!

FIGHT ON!