Sr Manager, CRM

Overview

Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com.

Responsibilities

Summary: (Virtual/Remote Role)

Lead a team responsible for CRM campaign production and execution across email, SMS, push notifications, direct mail, and other customer communication channels. Oversee campaign build, QA, deployment, and operational excellence while ensuring timely and accurate delivery of customer-facing communications. Partner closely with audience, data, creative, analytics, and business stakeholders to translate marketing strategies into scalable campaign executions. This role is responsible for team leadership, process optimization, channel governance, and driving a culture of quality, accountability, and continuous improvement. While primarily focused on campaign production and execution, the role must remain adaptable and capable of supporting audience strategy, data analysis, testing, reporting, and broader CRM initiatives as business needs evolve.

Responsibilities:

• Lead, coach, and develop a team responsible for campaign production and marketing operations activities.

• Establish team priorities, workload management, and resource planning to ensure successful delivery of business objectives.

• Foster a culture of accountability, continuous improvement, collaboration, and operational excellence.

• Oversee end-to-end campaign production across email, SMS, push notifications, direct mail, and emerging channels.

• Ensure campaigns are executed accurately, on time, and in accordance with defined business requirements and compliance standards.

• Manage campaign build processes including template creation, dynamic content configuration, personalization, testing, QA, deployment, and post-launch validation.

• Lead template strategy and governance to ensure scalability, consistency, and efficiency across channels.

• Partner closely with Audience & Data teams to ensure accurate audience targeting, segmentation, and campaign execution.

• Collaborate with creative, analytics, technology, compliance, and business stakeholders throughout the campaign lifecycle.

• Serve as a key liaison between campaign strategy, audience development, and production execution teams.

• Establish and improve campaign workflows, governance processes, quality controls, and automation opportunities.

• Drive root-cause analysis and resolution of production issues, platform challenges, and execution risks.

• Document standards, operating procedures, and best practices to support scalability and efficiency.

• Lead the design, development, maintenance, and governance of reusable email templates and communication frameworks, ensuring adherence to brand, accessibility, deliverability, and responsive design best practices.

• Provide hands-on support for campaign planning, audience validation, production, QA, deployment, and performance analysis as business priorities require.

• Other duties as assigned.

Qualifications

Required Skills:

• 5+ years of HTML/CSS development experience, including email template development, troubleshooting, responsive design, and cross-client rendering support.

• Demonstrated experience leading, coaching, and developing marketing operations, CRM, campaign production, or lifecycle marketing teams, including performance management and career development.

• Experience managing resource allocation, workload prioritization, and campaign delivery across multiple concurrent initiatives.

• Strong understanding of CRM campaign execution across email, SMS, push notifications, direct mail, and digital channels.

• Experience implementing dynamic content, personalization, and customer journey orchestration.

• Experience managing campaign production workflows, QA processes, testing methodologies, and deployment governance.

• Strong project management and organizational skills with the ability to manage multiple priorities and deadlines.

• Experience partnering with audience, analytics, technology, and business stakeholders to execute complex marketing initiatives.

• Strong analytical and problem-solving skills with the ability to identify risks and implement practical solutions.

• Excellent verbal, written, and stakeholder communication skills.

• Experience developing scalable processes, documentation, and operational frameworks.

• Ability to operate independently while leading cross-functional initiatives.

Preferred Skills:

• Experience with MessageGears or similar CRM/marketing automation platforms.

• Working knowledge of SQL and audience segmentation concepts with the ability to validate requirements, troubleshoot audience-related issues, and effectively partner with audience and data teams.

• Knowledge of email deliverability best practices, including authentication, inbox placement, and sender reputation management.

• Experience with reporting and visualization tools such as Tableau, Power BI, Looker, or similar platforms.

• Familiarity with API integrations, data feeds, and marketing technology ecosystems.

• Knowledge of CRM analytics, campaign attribution, and performance optimization techniques.

Other/State Specific

This role pays a base salary between $118,000 and $140,000 per annum, and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.

 

At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.

 

Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.

 

Learn more about benefits (https://frontdoor.jobs/benefits/) at Frontdoor.