Manager, Member Communications (CRM) & Community Manager

When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

Named one of Fast Company’s Most Innovative Companies and "Best Telecom Brand" in Adweek’s Challenger Brand Awards, Visible is on a mission to reimagine what wireless should be: simple, accessible, and inclusive. Visible is the first all-digital wireless carrier in the US, which means we provide exquisite service and focus on making everything about wireless easy. We have no stores, no call centers, and no paper bills, which allows us to pass our savings to our members. We have built our member experience around communities and challenging the traditional family plan model in the industry - and we’re having a lot of fun doing it.

Visible is a division of Verizon, but operates uniquely inside the larger entity, taking all the best elements of startup scrappiness - disruption, innovation, and culture - while leveraging the assets and benefits of the larger corporation’s backing. No single day feels the same at Visible. If you’re someone who’d thrive in this entrepreneurial environment and embraces the challenge of delivering the best experience to our members in the simplest ways (knowing that simple requires a lot of work behind-the-scenes), check us out at https://visible.com. We are Visible.

Visible is a division of Verizon and powered by Verizon’s award-winning networks, but operates uniquely inside the larger entity. A “startup with suspenders” - taking all the best elements of startup scrappiness with a mind toward disruption, innovation, and culture, and leveraging the assets and benefits of the larger corporation’s backing. We like to think of it as the best of both worlds. Much like we are remaking wireless in blending the lines between prepaid and postpaid, and between the value and premium markets.

In this hybrid role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Basking Ridge NJ and New York City.

In this remote role, you'll work from home with occasional in-person training and meetings. We are hiring in the following locations: Denver CO, Dallas TX, Alpharetta GA, Basking Ridge NJ and New York City.

Reporting to the CMO, Visible’s Manager of Member Communications and Community Management will lead our communications strategy and execution for our rapidly growing member base. A critical part of advancing our differentiated brand identity, this position leads a team of managers responsible for all aspects of our member communications, including new customer onboarding, feature updates, personalized offers & upsell programs, community development and engagement, and the member referral program advancement. This role will drive personalized communication strategies leveraging all CRM tactical channels – email, SMS, mobile push, digital retargeting, and more – and a successful candidate will be a thought leader for developing new, unconventional and data-driven engagement and retention communications campaigns based on marketing insights and alignment to the brand, and have strong database marketing and CRM tool experience. Visible is a highly collaborative organization, and requires ability to manage in a matrix environment while being execution-oriented and disruptively innovative.

• Be the strategic leader (both PoV and leading a team) to build new customer and existing member experience as it bears on outbound touches across the member’s relationship with the company, with the goal of creating loyal, informed members and brand evangelists.
• Partner with other teams to stay abreast of an ever-changing end-to-end user flows and delivering customer messaging as needed – especially Brand Marketing, Product, Product Marketing, Events, Care.
• Drive personalization strategies leveraging new tools across all CRM channels; email, SMS, mobile push, digital retargeting, etc.
• Use data to optimize marketing programs and deliver ROI on CRM investments, targeted promotional offers, and MarTech tools.
• Develop and lead robust testing structure to optimize CRM campaign results, and monitor and report on CRM and retention KPIs, base campaigns and creative tests.
• Lead and recruit new talent, while developing the existing team members.
• Help gather and present performance and insights to a large, diverse and internal audience.
• Leave a paper trail –document with rigor all campaigns, processes, system/database behaviors.

What we’re looking for...

You’ll need to have:

• Bachelor’s degree or four or more years of work experience.
• Six or more years of relevant work experience.
• Five or more years of CRM, retention or lifecycle marketing experience, preferably at a direct to consumer brand.

Even better if you have:

• Experience with email, SMS and marketing automation platforms.
• Experience working closely with creative teams and writing briefs.
• Strong project management skills, the ability to define processes and to manage multiple projects simultaneously.
• Attention to detail.
• Fluency in English.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. At Verizon, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected, and empowered to reach their potential and contribute their best. Check out our diversity and inclusion page to learn more.

COVID-19 Vaccination Requirement

Verizon requires new hires to be fully vaccinated against COVID-19. Verizon provides reasonable accommodations consistent with legal requirements (e.g., for medical or religious reasons).