CRM & Email Marketing Specialist

CRM & Email Marketing Specialist

The CRM & Email Marketing Specialist plays a key role in executing personalized, data-driven email and CRM programs that deepen member engagement and support UFCU's lifecycle marketing strategy. This role is responsible for hands-on campaign execution in Microsoft Dynamics 365 Marketing, supporting CRM pilot programs, and improving journey performance through structured testing, analytics, and documentation.

The ideal candidate is detail-oriented, collaborative across teams, and skilled at delivering accurate execution based on business requirements. Experience with Dynamics 365 is required; Salesforce experience is a plus.

This role reports to the Digital Growth Marketing Manager.

Our Credit Union was founded in 1936 and has grown to serve members throughout Texas and beyond. At UFCU, we are more than just a financial institution, and our people are more than just employees. We are dedicated to our purpose of empowering our Members to achieve financial success and build brighter futures.

In pursuit of our aspiration that UFCU is loved by millions of Members and built to thrive for generations, we are guided by our values:

Purposefully Member-Obsessed

We are driven by a profound sense of empathy to deeply understand our Members' needs and preferences, what brighter futures means to them, and the obstacles in their way. We act in our Members' best interests, forever seeking to empower their financial success.

Possibilities Reimagined

We are inspired to courageously experiment, learn, and iterate in pursuit of positive impact for our Members, UFCU, and coworkers. We challenge assumptions, embrace diverse perspectives, and make use of data and insights.

Performance Excellence Rooted in Unwavering Integrity

We do the right thing, always. We champion teamwork, accountability, continuous improvement, and celebrate successful outcomes of others, fostering an inclusive environment of excellence and collaboration.

Essential Functions

Email Marketing & Campaign Execution

• Build and launch campaigns and automated journeys in Microsoft Dynamics 365 Marketing.
• Manage workflows, approvals, and deployment schedules to ensure accuracy and compliance.
• Ensure emails are brand-aligned, mobile-optimized, and technically accurate.
• Support segmentation and personalization strategies to increase engagement.
• Conduct QA checks before deployment.

CRM Management & Customer Journey Optimization

• Assist in building automated lifecycle journeys (welcome, onboarding, cross-sell, retention).
• Maintain CRM data accuracy, segmentation criteria, and audience attributes.
• Support CRM pilots by gathering requirements, documenting use cases, and coordinating UAT.
• Validate data flows, trigger logic, and system behavior.
• Use performance insights to refine targeting and journey design.

Testing & Optimization

• Execute A/B tests on creative, content, CTAs, and segmentation.
• Document test plans, results, and recommended changes.
• Monitor engagement and conversion metrics to assess performance.
• Implement optimizations based on testing and analytics.

Reporting & Insights

• Generate and interpret campaign and journey performance reports.
• Provide insights and recommendations to improve targeting and member experience.
• Partner with analytics teams to incorporate predictive modeling and behavioral insights.
• Track CRM pilot outcomes and document learnings.

Compliance & Deliverability

• Apply deliverability and list hygiene best practices.
• Ensure all campaigns comply with CAN-SPAM, GDPR, and internal standards.
• Collaborate with internal teams to resolve deliverability or data issues.
• Maintain accurate consent and opt-in records across systems.

Other

• Adheres to all company policies, procedures, and business ethics codes.
• Completes required regulatory training as assigned.
• Maintains strict adherence to and compliance with all laws, rules, regulations, and internal controls specific to the role, including but not limited to Bank Secrecy Act, Anti-Money Laundering, USA Patriot Act, OFAC and Fair Lending regulations.

Knowledge/Skills/Abilities

Knowledge

• Email and lifecycle marketing principles.
• Microsoft Dynamics 365 Marketing (automation, segmentation, analytics).
• CAN-SPAM, GDPR, and data privacy standards.
• CRM requirements gathering, QA/UAT processes, and pilot workflows.
• Familiarity with credit union or financial services marketing a bonus.

Skills

• Building and managing email campaigns and automated journeys in Microsoft Dynamics 365 Marketing.
• Segmentation, personalization, and CRM workflow management.
• Write, test, and maintain segmentation logic, including SQL-based queries, filters, and multi-attribute rule sets.
• Analyze campaign and journey performance data to identify insights and optimization opportunities.
• A/B testing, deliverability best practices, and marketing QA/testing methodologies.
• Strong written and verbal communication skills for presenting insights and collaborating across teams.
• Strong documentation skills for requirements, test plans, and UAT.
• HTML familiarity (preferred).

Abilities

• Manage multiple campaigns while maintaining accuracy.
• Collaborate across marketing, analytics, IT, and compliance teams.
• Troubleshoot data and journey issues.
• Translate business needs into CRM logic and workflows.
• Adapt quickly to new data, systems, and member needs.

Core Competencies

• Demonstrating Member Obsession
• Puts themselves in the Member's shoes
• Looks for friction points
• Makes it personalized and easy
• Demonstrating Performance Excellence
• Sets standards for elevating excellence
• Ensures elevated quality
• Takes responsibility
• Conducts continuous improvement
• Demonstrating Innovation
• Challenges current thinking
• Approaches change with a positive mindset

Experience

Minimum Requirements

• 34+ years of experience in email marketing, CRM, lifecycle marketing, or marketing operations.
• Experience working with large or complex datasets, including validating data quality and working across multiple data sources.
• Experience with Microsoft Dynamics 365.
• Bachelor's degree in Marketing, Communications, Business, Technology, Operations, or a related field or equivalent years of experience
• Experience writing or managing segmentation logic (queries, filters, dynamic lists).
• Experience supporting CRM pilots, requirements gathering, or QA/UAT.
• Experience in an integrated martech environment.

Preferred Requirements

• Familiarity with HTML/CSS for email formatting and troubleshooting.
• Prior experience in a credit union or financial institution environment.
• Bilingual in Spanish.

Physical Demands

The physical demands described are representative of those that must be met by an employee, with or without accommodation, to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus.
• Employee will make extensive use of the telephone and virtual communications requiring the ability to explain complex information effectively and accurately.

Work Environment

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.

• This position requires working onsite three days a week at UFCU Plaza in Austin, Texas.
• This position may involve periodic stressful conditions.
• May occasionally require an adjusted work schedule, overtime, and evening/weekend hours.