Email Marketing & CRM Manager

Your Purpose

As Manager, Email Marketing & CRM, you will be responsible for developing and executing sophisticated email marketing campaigns and customer relationship management strategies that drive rider engagement, loyalty, and lifetime value. This role requires a deep understanding of Adobe Journey Optimizer, Adobe Customer Journey Analytics, customer segmentation, lifecycle marketing, and the ability to translate data insights into compelling marketing campaigns. You will work closely with the Sr. Director, Digital to leverage customer data and behavioral insights to create personalized, relevant communications that guide customers through their entire journey with Brightline. Your work will be essential in building lasting relationships with our riders, increasing repeat bookings, and maximizing revenue through targeted retention and upselling initiatives.

If you’re a people-person looking for a role where you’ll be empowered to own your zone, inspired to learn, and have the confidence to bounce back from setbacks, this is the perfect opportunity!

Your Role

• Segmentation: Develop and manage sophisticated customer database segmentation strategies that create targeted messaging for different customer segments and journey stages based on booking history, preferences, and behavioral triggers. Implement dynamic segmentation models that enable personalized campaign delivery while maintaining database hygiene and ensuring compliance with data privacy regulations. Collaborate with data teams to continuously refine segmentation criteria and identify new opportunities for audience targeting and engagement optimization.
• Email Journey Building: Enhance and implement compelling email campaigns including welcome series, promotional campaigns, lifecycle communications, and loyalty program messaging that drive engagement and repeat ridership. Develop email templates and content frameworks that maintain brand consistency while enabling personalization at scale through dynamic content and behavioral triggers. Collaborate with creative and content teams to produce visually appealing, mobile-optimized emails that deliver clear value propositions and strong calls-to-action.
• Email Deployment: Execute comprehensive email marketing campaigns through marketing automation workflows and CRM platforms, ensuring optimal timing, frequency, and deliverability across all communications. Manage campaign scheduling, A/B testing protocols, and deployment processes while maintaining high deliverability rates and inbox placement.
• Reporting & Analytics: Analyze email performance metrics, customer engagement data, and campaign ROI to provide actionable insights and drive continuous optimization of email marketing strategies. Create comprehensive reporting frameworks that track key performance indicators including open rates, click-through rates, conversion rates, and revenue attribution across all campaign types. Present data-driven recommendations to stakeholders and implement testing strategies to improve campaign effectiveness and customer lifetime value.
  
  

Please note that this Job Description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the teammate for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Managerial Responsibility

• This position has no supervisory responsibilities but may provide training and/or work direction to other teammates within the organization in the management and execution of their areas of responsibility.
  
  

Experience & Qualifications

Required Education and Experience:

• Bachelor's degree in Marketing, Communications, or related field
• 5 years of email marketing and CRM management experience, preferably in travel, hospitality, or consumer services
• Proficiency in email marketing platforms (Adobe Journey Optimizer, Salesforce Marketing Cloud) and CRM systems
• Expertise in customer data analysis, behavioral segmentation, predictive modeling, and translating customer insights into personalized marketing strategies that drive engagement and lifetime value
• Analytical skills with experience in A/B testing, email performance metrics, and customer analytics
• Knowledge of email deliverability best practices and compliance requirements (CAN-SPAM, GDPR)
• Experience with loyalty program management and retention marketing strategies
• HTML/CSS knowledge for email template customization
  
  

Knowledge Skills & Abilities

• Ability to collaborate effectively with cross-functional teams and external partners 
• Strong quantitative, analytical skills with attention to detail and accuracy and ability to make data-driven decisions 
• Strong communication, critical thinking, and presentation skills; including the ability to provide written and verbal direction effectively 
  
  

Combine your experience, innovation, and entrepreneurial spirit by joining our growing team. Brightline is pleased to offer a competitive compensation and benefits package, and the opportunity to make a difference while making history as the only privately funded rapid rail service in the country. 

Brightline is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Brightline will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.