Drive Email Marketing and Customer Retention Programs

Help Grow Globally-Recognized B2C In-House and Licensed Brands

If you combine a strong background in marketing, including email campaigns, data analysis, and the strategic vision to drive customer retention initiatives, with outstanding communication and facilitation skills, the role of ECRM Marketing Manager offers you some compelling opportunities. Consider:

• You will play an essential, hands-on leadership role on our Digital Marketing Team, supervising an Email Marketing Specialist and working on email automation, campaigns, data interpretation, and more for high-profile brands, such as Foster Grant and Readers.com ®.
• This is an influential role where you can have an impact now and in the future. You will serve as a digital evangelist and your successes can ultimately bleed into other channels such as social media or television. Quick question for you - click here
• You will work with a kind, supportive and fun group that works well together. We are all passionate about digital and work hard to reach beyond our scope and deliver strong results.
• As long as you have the skills needed to perform this role, we will teach you the optical industry. And, we are continually introducing new products and launching new collections so there's always more to learn. 
• Enjoy a vibrant culture and talented Digital Marketing Team along with the stability and resources of FGX International and our global parent company EssilorLuxottica -- the world's largest player in the eyewear industry.
• You will help us fulfill an outstanding mission of improving lives by improving sight.

FGX International, an Essilor company, is the world's leading designer and marketer of non-prescription reading glasses, optical frames and value priced sunglasses, with a portfolio of established, highly recognized eyewear brands including Foster Grant®, Sight Station®, Magnivision®, Gargoyles®, Corinne McCormack® and SolarShield®. FGXI is headquartered in Smithfield, Rhode Island.

To meet the basic qualification for this role, you will have legal authorization to work permanently in the United States for any employer without requiring a visa transfer or visa sponsorship. In addition, to be a good fit for the ECRM Marketing Manager opportunity, you will have:

• A bachelor’s degree in Marketing, Business, Management, Analytics, Data Science or a related field Quick question for you - click here
• 5+ years relevant marketing experience required
• 1-2+ years of experience in leading a team or managing direct report(s) is highly preferred
• Proven skill, knowledge and experience with:
  • Email marketing; experience in Emarsys or comparable ECRM preferred but not required
  • Ecommerce; B2C experience is highly preferred 
  • Proven data analysis skills with a data-driven mindset
  • Customer retention strategies
  • Vendor relations, including driving urgency around issue escalation
• Strong computer skills including:
  • Proficiency in HTML and CSS coding for email
  • Strong Microsoft Excel and Google Analytics experience
  • Experience with ESP and/or CRM software (e.g. MailChimp, Hubspot, Klaviyo, Salesforce, or similar)
  • SQL is highly preferred

In addition, success will require the following core competencies and characteristics:

• Ability to coordinate with and lead a cross-functional team through clear, effective, and timely communication to execute email and retention strategies
• High energy and a history of successfully juggling multiple tasks and projects
• Excellent leadership and influencing skills
• Outstanding interpersonal and communication skills with the ability to build strong internal and external relationships
• Proven analytical, organizational and problem-solving skills
• Ability to work effectively in a dynamic, high-growth environment; change management experience is a plus

Currently, this is a hybrid role with a mix of in-office (in Greenwood, IN) and remote work. While we don't have a formal post-COVID plan in place yet, we anticipate that the hybrid nature of the role will continue, however, we'll look to you to be flexible and adaptable as we design the new norm. 

Reporting to the Director of Performance Marketing, as ECRM Marketing Manager, you will co-develop and manage comprehensive customer retention strategies focused on driving email, SMS, and other CRM-derived channel revenue and driving significant LTV (lifetime value) expansion across the FGX portfolio of brands. You will lead the cross-functional Email Team and be responsible for balancing coaching the Email Marketing Specialist, analyzing email and SMS performance and trends, aligning internal creative resources to execute coordinated promotional email and SMS strategies, and managing external partners. 

You will oversee retention campaign strategies including the email program with a heavy emphasis on integrating data into program optimizations and decision making. You will be responsible for reviewing historical trends, analyzing results, and developing test plans to guide the Email Team to optimize emails and SMS efforts, direct mail, and new customer retention programs. Additionally, you will create plans to acquire new customers through email and SMS channels by maximizing CRM data capture strategies from website visitors. The retention workflow is based on a weekly cadence which includes overseeing the creation of email assets and email builds, development and execution of the A/B testing plan, and QA pre- and post-delivery.

In the following areas, your specific responsibilities will include.

• Retention Strategy
  • Partnering and co-developing monthly promotional calendars with each of the businesses’ brand managers (BMs) to execute email build, QA, and deployment processes.
  • Owning the strategy for customer experiences that drive repeat purchase behavior; partnering with cross-functional Digital and Global Marketing Teams to bring these strategies to life.
• Data Analysis
  • ​Pulling, cleansing, and analyzing data from ECRM to inform strategy for email and retention programs.
  • Leveraging creative analytical approaches to diagnose performance barriers as needed using ad-hoc analysis and reporting.
  • Applying findings to business use-cases to increase program efficiency and effectiveness. 
• Testing and Reporting
  • Developing and leading testing plans, analyzing results, and distributing key learnings to inform the Email Team.
  • Communicating analyses, strategies, and results to the Director of Performance Marketing on a consistent basis.
• Program Expansion
  • Identifying and implementing optimizations of current retention tactics or launching new solutions including, but not limited to, direct mail, loyalty and referral programs and contests.
• Team and Vendor Management
  • Growing a world-class, cross-functional Email Team
  • Guiding creative decisions with data.
  • Fostering teamwork, innovation, and testing.
  • Managing and maximizing external retention vendor relationships (i.e, ECRM/ESP vendor Emarsys)

This description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.

Training, Autonomy and Support
You will enjoy outstanding training and support at FGX, along with the autonomy to execute your role and make an impact. From great tools to strong mentorship to ongoing support from marketing leadership, you'll have what you need to succeed, as you will provide the same for your direct report, the Email Marketing Specialist. 

Professional Development
Because of the wide scope and fast pace of this role, you are bound to learn quickly and enhance your skills. You'll work with a variety of experts and ad value through your outstanding data analysis skills and ability to generate results. Prove yourself in this role and you can continue to advance your career here in Greenwood or at other FGX and/or Essilor locations throughout the country and around the globe

Global Market Leadership
With worldwide brand recognition, international corporate locations, and sales spanning the globe, FGX International maintains a global presence and continues to expand into new locales. Our parent corporation, Essilor International, manufactures optical lenses under the Varilux®, Crizal®, Transitions®, and other brands, and Essilor products are worn by one billion people daily. Essilor's recent merger with Luxottica has created the world's largest player in the eyewear industry.

Excellent Compensation
In addition to a competitive salary and bonus opportunity, you will earn attractive benefits, including comprehensive medical and dental care, life insurance and 401K programs, and the opportunity to work on some of the most famous brands in our industry.

Pictured: Making a difference in the lives of others is part of our daily focus at FGX International. We participate in a number of programs designed to provide support to organizations dedicated to improving our way of life, on a local and national level.

This a busy, fast-paced role on a lean marketing team. Everyone is not only empowered to own their roles but they are expected to do so and to demonstrate their impact through the attainment of clear KPIs, such as increased revenue.

While SMS campaigns and the enhancement of the customer journey to increase retention are key elements of your role, your primary responsibility will be the email marketing program. The program requires a high degree of management and oversight as you build the calendar and execute the marketing plan cadence for our 4 DTC eCommerce brands. Each brand is different in its maturity, and you’ll look for ways to optimize processes and systems, such as identifying automations that can be built, designing more intelligent doc systems, testing to augment strategies, etc., to increase results. You'll work with the creative team, but to be clear, this is a highly analytical role. Your ability to perform deeper analysis to directly inform data-driven decision-making will be crucial. 

Beyond data, you’ll be an enabler – the mortar between the bricks of Customer Happiness, Content Management, Creative, and others whose input and deliverables will be essential to your success. That will require outstanding facilitation and communication skills. In addition, to be an outstanding ECRM Marketing Manager, you will:

• Bring a proactive approach to learning the industry and getting up to speed quickly
• Build strong and effective relationships with multiple levels and titles
• Leverage outstanding leadership and influencing skills
• Prioritize and remain organized to manage multiple tasks, campaigns and programs
• Work effectively in a rapidly changing environment
• Maintain a positive and upbeat attitude; flex and persevere to meet demands
• Bring a commitment to our mission and core values