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Email Operations Manager, Slack Digital Customer Success ID - 13852

Description

Role Description

 

At Slack, our customer's success is our success. Slack's Global Customer Success team works directly with our customers to help them get the most value from their investment. We advise and guide a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and continuously gain business value throughout the customer journey — thus leading to advocacy and renewal.

Our Digital Customer Success team is accountable for building digital-first success experiences and journeys for all of Slack's paying customers, with a strong focus on email operations and campaign management. We contribute to driving Slack awareness amongst Salesforce's customer base and ecosystem through targeted, data-driven email campaigns. These experiences, which reach across a diverse set of digital properties, improve time to value for customer onboarding, product adoption, and overall Customer experience – all while scaling our reach.

As a key member of our growing Digital Success team, you will have an extraordinary opportunity to build and manage the next generation of email campaigns and digital programs that guide our paid customers through critical moments in their customer journey. You will apply your expertise in email operations to ensure they successfully adopt and get the most value from Slack. Your responsibilities will include:

  • Identifying "moment of truth" data triggers to inform email campaign strategies

  • Designing and implementing engaging targeted email journeys based on advanced segmentation

  • Developing and driving data strategies to optimize email performance and customer engagement

  • Managing the end-to-end email operations process, from campaign creation to deployment and analysis

  • Supporting the operations of customer programs across our digital tools and platforms, with a focus on email marketing technologies

The ideal candidate is an email operations expert with considerable experience implementing email programs in Salesforce Marketing Cloud. You should have a strong ability to efficiently structure and analyze data to drive email campaign performance, extensive experience in campaign management and optimization, and a proven track record of managing stakeholders and sophisticated email projects effectively. Additionally, you should have a keen eye for simplifying and improving operational processes related to email marketing and customer success initiatives.

Your Impact

  • Support the Digital Success team in creating campaigns, including email building, audience data definition, journey setup, and performance tracking.

  • Utilize data to segment the customer base effectively for targeted and personalized email campaigns.

  • Work with Digital Success Programs Managers to define campaign requirements and align with email channel standard methodologies.

  • Define data needs to support the Digital Success team’s future email programs and work with operations and data engineering teams to add to our marketing tools.

  • Develop ongoing strategies to enhance email journey performance, including segmentation and A/B testing.

  • Strategically solve problems to ensure high quality execution and email deliverability.

  • Ensure the accuracy and quality of email campaigns, including content, links, and images, before deployment.

  • Document campaigns and processes while maintaining alignment with our marketing operations team

  • Report regularly on email campaign performance, communicating impact and value to Customer Success leadership

  • Maintain email templates and align with our Brand team to ensure a consistent experience for our customers.

  • Manage shared platforms for webinar and event creation, including coordinating licenses, documenting standard methodologies, and working with internal teams to build data integrations

  • Ensure consistent usage of email names, audience exclusions, links, and UTM parameters across Digital Success email and web programs

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Minimum Requirements

  • 5+ years of experience in email marketing or email operations roles

  • 2+ years experience using Salesforce Marketing Cloud

  • Advanced knowledge of SQL, plus familiarity with HTML & CSS

  • Experience aligning partners and maintaining timelines across multiple projects

  • Knowledge of email performance metrics for deliverability and engagement.

  • Experience creating, documenting, and improving processes to ensure timely and high quality execution.

  • Experience using data to inform strategies, measure success, segment our customer base, and experiment to optimize performance

  • Prior experience using Slack in a work environment a plus

  • Understanding of SaaS business model and B2B sales processes a plus

NOTE : This is an office-flexible role. The expectation is to be in-office 2-3 days a week when local to an office

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