We’re hiring a Senior Manager, CRM & Customer Experience in Columbus, OH

The role.
Root is seeking a data-driven, customer centric marketer with a passion for driving customer activation, engagement and retention. You will design and implement tailored omnichannel marketing strategies to onboard, engage, and expand customer relationships, growing new acquisition revenue and customer lifetime value. This is a highly cross-functional position that requires someone skilled at strategic thinking, influencing, and executing to hit aggressive marketing objectives and business results. 

The ideal candidate will be customer-obsessed and have experience managing and optimizing multi-channel CRM/Customer Experience programs. You will identify priority audience targets and KPIs, and deliver initiatives that create personalized experiences, matching offerings to customer needs to maximize both response and value. You will drive revenue via actionable customer insights and by improving every customer touchpoint within the overarching customer journey.  This individual must excel in a fast-paced, entrepreneurial environment, and have a proven track of developing and driving initiatives that deliver business results.

What you'll do.

  • Partner across Marketing/Brand, Product, Consumer Insights, Creative, and Analytics to deeply understand Root’s business goals, audiences, and current journey. Drive cross-functional alignment on priority audiences and opportunities to improve both the customer experience and business metrics.
  • Design Root’s CRM/customer experience program overall, and develop the roadmap for optimizing individual consumer segment and product experiences. Create robust, highly personalized segment strategies that span channels and touchpoints to drive engagement, purchase, and retention.  
  • Partner with Marketing channel owners and Product/Product Marketing to ensure timely, high quality execution of the CRM roadmap, with a rapid test and learn mindset to help refine our approach over time. 
  • Actively monitor and report on the performance of each segment and the overall program. Champion the user experience while helping deliver a continuous improvement in business metrics through optimization. 
  • Partner with Product/Product Marketing on new product/feature launches, providing insight into how these new experiences will fit into the larger customer journey. Recommend refinements to ensure a positive, cohesive experience while also maximizing initiative KPIs. 
  • Discover/evaluate new technologies that can improve the user journey and partner with Marketing Operations and the MarTech team to evolve our marketing approach.

What will help you be successful.

  • Experience implementing, tracking and optimizing customer journeys across multiple marketing channels, as well as a web/app Product experience. Familiar with marketing technology that allows seamless integration across channels/tactics. 
  • Strong understanding of marketing channels/tactics, including paid advertising, email, SMS, and social.
  • Proven track record of delivering business results, with a history of rapid testing to drive optimal performance. Understanding of how to gather insights from program performance and develop recommendations to drive measurable improvement in results.
  • Expert collaborator and leader who thrives in matrixed environments. Able to easily context switch based on audience, translate needs from one team to another, and influence stakeholders to achieve alignment.
  • Excellent project management skills. Able to organize and coordinate multiple stakeholders to deliver projects on time with high quality.
  • Experience working with in-house and agency creative teams, with an ability to translate business marketing plans into clear and actionable creative requests.
  • Comfortable getting your hands dirty and implementing programs from start-to-finish.
  • 7+ years of experience in CRM, customer experience, digital marketing, marketing or similar.

Get in touch

Finding the right people to help us build Root is a top priority. Whether you would like to explore the possibility of working together or simply learn more about the position, we’d love to hear from you!

Apply now
Who we are.
Root Insurance is the nation’s first licensed insurance carrier powered entirely by mobile. We were founded on the belief that the services you need for everyday life should serve you better. That’s why we base insurance coverages on you, not your demographic. It’s the way insurance should be. And it’s all conveniently in an app.

What draws people to Root.
We’re a venture-backed technology company. Our early success is in large part due to our unwavering standards in hiring. We recognize that our product is only as good as the people building and promoting it. We look for individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and a highly analytical lens. Ask anyone who works here and you’ll hear similar reasons for why they joined:

Autonomy. For assertive self-starters, the opportunities to contribute are limitless.

Impact. By challenging the way it’s always been done, we solve problems that have a big impact on our business.

Collaboration. We encourage rich discussion and civil debate at every turn.

People. We are inspired by the collection of crazy-smart people around us.

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If you’d like to be a part of what we are building but don’t see an opening that suits you, email us at jobs@inc.joinroot.com.