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Program Manager - CRM

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Our online travel client is looking for a savvy Program Manager to help direct and manage their extensive email and loyalty CRM programs. Working with designers and marketing professionals, you will help develop and drive email, facilitate meetings, and work with usability testing to ensure products meet expectations.

Responsibilities:
- Document/define business requirements via attending group meetings and
direct one-on-one discussions with project stakeholders.
- Delivery of business requirements documentation shall be per project
plan scheduling: particular deliverables will be for their loyalty
program and for guest reviews initiatives.
- Reviewing biz reqs with project owners and acquiring the necessary
signoff/approval of those reqs.
- Scheduling project meetings & tracking status (in particular tracking
technical design and implementation components of projects, including
work done by our email vendor).
- Investigating issues & seeking answers to open questions related to
CRM project details.
- Managing resources as-needed to deliver projects.
- Oversee & provide summary updates on multiple projects concurrently.
- Provide business owners with necessary status updates.
- Assist in the email creative design process.
- Assist in developing and documenting use cases.
- Assist in QA and user-acceptance testing to validate use cases have
been met.
- Provide screenshots & PowerPoint slides related to those CRM/email
projects being delivered.
- Reporting and analysis, including weekly channel reporting and ad-hoc
project and test results analysis.
- Daily monitoring of email program send volumes to verify proper
continuing operations and identify potential program issues.
- Reporting of email program problems and subsequent failure recovery
efforts.
- Support the CRM team in delivery of ongoing and new email products and
campaigns.
- Weekly management of project plan documentation and regular status
udpates.

Requirements / Qualifications:
- Undergraduate degree
- 3-5 years experience
- Good communications skills
- Preferable: Project management experience
- Preferable: Experience in email marketing (secondary to that is
marketing experience)
- Preferable: Expereince in hospitality or travel industry
- Knowledge of Microsoft Excel, Powerpoint, Outlook, Word
- Ability to multi-task
- Strong attention to detail
- Ability to work effectively in a lean environment
- Direct and transparent in communications

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