Sr.Manager, CRM & Lifecycle Strategy

General Summary:

As the Senior Manager, CRM & Lifecycle Strategy, you will lead the strategic development and end-to-end execution of high-impact digital communication programs designed to drive engagement and retention. You will own the roadmap for always-on, evergreen journeys and high-velocity monthly campaigns across a sophisticated messaging mix, including Email, SMS, App Push, In-App Messaging, and WhatsApp. This role is the primary driver of our communication ecosystem, requiring deep technical fluency within the Salesforce environments specifically Salesforce Marketing Cloud (SFMC), Health Cloud, and Data360 (Data Cloud). You will be responsible for translating business goals into complex automated journeys, ensuring data-driven personalization is at the heart of every touchpoint.

A master of process and collaboration, you will utilize Jira to lead project workflows, partnering closely with internal stakeholders and external agencies to oversee creative development, technical deployment, and performance reporting. You will champion a seamless, "always-relevant" experience for our audience, bridging the gap between technical data architecture and compelling brand storytelling to maximize lifecycle value and business outcomes.

Responsibilities:

1. Lifecycle & Journey Strategy – Architect and Lead Journey design and optimize automated, evergreen "always-on" donor journeys and monthly tactical campaigns across Email, SMS, App Push, In-App Messaging, and WhatsApp. Develop and maintain a comprehensive omnichannel communications roadmap that aligns with the donor lifecycle (Acquisition, Retention, and Reactivation). Define and document technical business requirements for Salesforce Marketing Cloud (SFMC) and Data360 to ensure data flows correctly for personalized messaging. Partner with Creative and Branding teams to ensure all automated communications maintain a consistent tone, look, and feel that ladders up to the broader organizational strategy.

2. Campaign Operations & Technical Execution – Act as the strategic lead for SFMC, Health Cloud, and Data360, ensuring these platforms are leveraged to their full potential for targeting and personalization. Utilize Jira to manage workflows, track project milestones, and ensure the timely execution of complex multi-channel campaigns. Lead partnerships with internal teams and external agencies to oversee the creative development, technical build, deployment, and QA of all communications.

3. Optimization & Performance – Leverage Data360 to build sophisticated audience segments and utilize performance data to continuously improve channel effectiveness and donor engagement. Work closely with Analytics, I+T, and Ops to ensure seamless integration of data sets and to troubleshoot technical barriers within the communication stack. Define and track KPIs focused on conversion, retention, and channel health (e.g., open rates, CTR, opt-outs, and deliverability).

4. Testing and Learning – Design and lead a rigorous A/B and multivariate testing agenda (subject lines, send times, content personalization, and journey paths) to drive incremental lift. Apply deep knowledge of mobile-first design, messaging compliance, and inbox deliverability to ensure an optimal user experience. Stay at the forefront of CRM trends and Salesforce releases, identifying new opportunities (like AI-driven content or WhatsApp integration) to keep the program best-in-class.

5. Best Practices and Innovation – Partner with analytics to drive requirements for KPIs and measurement.  Partner with internal and external stakeholders to constantly ask what’s next and work on new ways to drive business results as well as improve the donor experience. 

6. Partnership and Collaboration – Influence cross-functional stakeholders and drive alignment on CRM strategy, priorities, and roadmap decisions across Marketing, I&T, Analytics, and OperationsHas the ability to partner with several stakeholders driving strategic discussions and aligning on various ways to enhance the digital donor experience.  Has a strong desire and the ability to story tell as well as influence direction of app and web experiences in the US, PR and Europe.   

7. Team Leadership & Resource Management – Lead and develop a team of CRM and lifecycle professionals, including internal team members and external partners. Set goals, manage performance, and allocate resources to ensure delivery of operational objectives and continuous capability growth.

8. Performs other special projects as necessary.

9. Travel required varies but can be up to 30%.

Job Specifications:

Education:

• Bachelor’s Degree in business administration, marketing or equivalent combination of education and experience
• MBA preferred

Experience

•  7+ years of progressively responsible experience driving digital experiences in both email and martech platforms (SFMC); multi-location B2C environment highly preferred
• Excellent critical reasoning, decision-making and problem-solving skills to analyze situations, determine risks, find solutions to prevent future issues and resolve recurring defects
• Experience or strong desire to learn about the regulated industry of plasma collection; curiosity to expand knowledge base and apply experience to a unique business
• Experience working with and leading high performance cross functional teams
• Experience working with and leading agencies
• Strong strategic planning, quantitative, and decision analysis capabilities
• Proven ability to lead teams under direct and indirect supervision highly preferred
• Solid communication skills both written and oral with the ability to strategically put together and deliver impactful presentations at all levels of leadership
• Digital marketing experience with a deep understanding of how to apply data, processes, tools and resources to maximize the connection with consumers and prospects driving them toward action

Additional Expectations:

• High degrees of organization and attention to detail required
• Fast paced work environment with frequent interruptions
• Technical proficiency with marketing platforms   
  

About CSL Plasma

CSL Plasma operates one of the world’s largest and most sophisticated plasma donation networks, with nearly 330 donation centers in the U.S. and Europe. CSL Plasma is a subsidiary of CSL, a global biopharma company. Plasma collected at CSL Plasma facilities is used by CSL for the sole purpose of manufacturing lifesaving plasma-derived therapies for people in more than 100 countries. The parent company, CSL (ASX:CSL; USOTC:CSLLY), headquartered in Melbourne, Australia, employs 29,000+ people.

Learn more about CSL Plasma here https://www.cslplasma.com/ and CSL, CSL Behring, CSL Seqirus and CSL Vifor here https://www.csl.com/.

Learn more about CSL, CSL Behring, CSL Seqirus and CSL Vifor here at https://www.csl.com/ and CSL Plasma at https://www.cslplasma.com/.

Our Benefits

For more information on CSL Plasma benefits visit https://cslbenefits.com/cslp.

You Belong at CSL

At CSL, Inclusion and Belonging is at the core of our mission and who we are. It fuels our innovation day in and day out. By celebrating our differences and creating a culture of curiosity and empathy, we are able to better understand and connect with our patients and donors, foster strong relationships with our stakeholders, and sustain a diverse workforce that will move our company and industry into the future.

 To learn more visit https://www.csl.com/careers/inclusion-and-belonging

Equal Opportunity Employer

CSL is an Equal Opportunity Employer. If you are an individual with a disability and need a reasonable accommodation for any part of the application process, please visit https://www.csl.com/accessibility-statement.