CRM Manager, Salesforce Marketing Cloud Account Engagement

Overview Company Overview: Frontdoor, Inc. (NASDAQ:FTDR) and its family of brands are on a mission to make life easier for every homeowner through innovative technology and quality customer service. With over 55 years of experience, we are the leading provider of home warranties in the United States, handling approximately 3.8 million service requests for more than 2.1 million members through a network of approximately 17,000 qualified and independent service contractors. We also offer new home builder warranty solutions, which deliver value to both builders and homeowners through a suite of builder warranty products and support services. Our customizable home warranties are annual service plan agreements that cover the repair or replacement for breakdowns due to normal wear and tear of major components. We cover up to 29 home systems and appliances, including electrical, plumbing, HVAC systems, water heaters, refrigerators, dishwashers and ranges/ovens/cooktops, as well as optional coverages for pools, spas and pumps. Our home warranties provide peace of mind, budget protection, convenience, repair expertise and service guarantee. Our non-warranty services provide homeowners greater value through replacement and upgrade programs, as well as other home maintenance offerings. Our 2-10 new home builder warranty solutions offer flexible builder‑backed and insurance‑backed warranty options covering workmanship, home distribution systems and structural components. Frontdoor family of brands include American Home Shield, HSA, OneGuard, Landmark and 2-10 HBW brands. For more information about Frontdoor, Inc., please visit frontdoorhome.com Responsibilities JOB SUMMARY (Virtual/Remote Role) The CRM Manager is the hands-on platform and campaign management subject matter expert responsible for translating B2B marketing goals into scalable, measurable programs in Salesforce Marketing Cloud Account Engagement (MCAE). This role designs and governs segmentation, automation, lead management, and nurture practices across MCAE and Salesforce CRM, while partnering with data and technology teams to activate trusted audience data from Salesforce Data 360, Snowflake, and other enterprise sources. The CRM Manager builds and optimizes dynamic lists, automation rules, scoring and grading models, Engagement Studio programs, forms, landing pages, and campaign processes. The role also advances marketing analytics through B2B Marketing Analytics, campaign influence, funnel reporting, and actionable dashboards. In addition, this position applies email deliverability, consent, data quality, testing, and governance practices to protect sender reputation and improve engagement. Success depends on strong platform ownership, consultative partnership, disciplined execution, and continuous improvement. KEY RESPONSIBILITIES MCAE Platform Ownership & Automation • Own the day-to-day functional administration and optimization of MCAE, including business unit configuration, connected campaigns, custom fields, folders, users, permissions, connectors, and operational standards.• Design, build, test, launch, monitor, and optimize B2B campaigns using Engagement Studio, automation rules, completion actions, dynamic lists, scoring, grading, forms, form handlers, landing pages, and email templates.• Translate business needs into scalable campaign and platform solutions; document requirements, acceptance criteria, data dependencies, test plans, and operating procedures.• Maintain a prioritized enhancement backlog and partner with Salesforce administrators, developers, architects, analytics teams, and vendors through testing, release, and production support. Segmentation, Data Activation & Governance • Lead segmentation strategy and execution, including audience definition, suppression logic, eligibility rules, account and contact hierarchies, lifecycle stages, and reusable segment frameworks.• Partner with data teams to ingest, harmonize, validate, and activate segmentation data across Salesforce Data 360, MCAE, Salesforce CRM, Snowflake, and other approved data sources.• Build and maintain Data 360 segments and their activation into MCAE dynamic lists; monitor refreshes, match rates, record counts, field mappings, timeliness, and exceptions.• Define data quality controls and reconciliation practices for prospect, lead, contact, account, campaign, consent, preference, and engagement data.• Apply privacy, consent, suppression, retention, access, and governance requirements in partnership with Legal, Privacy, Security, and Data Governance teams. Lead Management & Sales Alignment • Design and optimize lead capture, deduplication, assignment, scoring, grading, qualification, recycling, nurture, and sales handoff processes.• Partner with Sales and Marketing stakeholders to define funnel stages, service-level expectations, campaign member statuses, and feedback loops that improve lead quality and conversion.• Ensure MCAE and Salesforce CRM synchronization supports accurate ownership, lifecycle management, campaign attribution, and reporting. Analytics, Measurement & Optimization • Own and enhance B2B Marketing Analytics datasets, dashboards, lenses, and dataflows or recipes used to measure engagement, funnel movement, pipeline, campaign influence, and revenue outcomes.• Develop performance reporting and explain insights, limitations, and recommended actions to marketing, sales, product, data, and leadership stakeholders.• Establish measurement plans, naming and taxonomy standards, test designs, and success criteria; use findings to improve segmentation, content, cadence, automation, and conversion.• Monitor system and campaign health, investigate anomalies, and coordinate timely resolution of data, synchronization, automation, and reporting issues. Email Deliverability & Operational Excellence • Apply email deliverability practices across audience selection, permissioning, authentication, list hygiene, suppression, frequency, testing, engagement monitoring, and reputation management.• Monitor bounce, complaint, unsubscribe, engagement, and domain or mailbox-provider trends; investigate root causes and coordinate remediation with internal teams and external partners.• Use controlled testing and quality assurance to validate links, personalization, rendering, segmentation, suppression, tracking, and CRM campaign alignment before launch.• Create reusable standards, templates, documentation, training, and governance that improve quality, speed, adoption, and auditability.• Manage assigned vendor relationships and project workstreams, including scope, deliverables, risks, dependencies, and outcomes.• Perform other duties as assigned. Qualifications REQUIRED QUALIFICATIONS • 5+ years of relevant CRM, marketing automation, campaign operations, demand generation, or lifecycle marketing experience, including 3+ years of hands-on Salesforce Marketing Cloud Account Engagement administration and campaign execution.• Demonstrated expertise in B2B segmentation, suppression, dynamic lists, automation rules, Engagement Studio, lead scoring and grading, and Salesforce campaign practices.• Experience designing or operating segmentation and data activation processes that connect MCAE with Salesforce CRM and enterprise data sources.• Working knowledge of Salesforce Data 360 segmentation concepts, including source data mapping, identity or profile alignment, calculated insights, segment publishing, activation, and monitoring.• Hands-on experience with B2B Marketing Analytics or CRM Analytics, including interpreting datasets, dashboards, dataflows or recipes, and campaign or funnel measures.• Practical knowledge of email deliverability fundamentals, permission and consent practices, list hygiene, bounce and complaint management, authentication concepts, sender reputation, and performance monitoring.• Strong analytical and troubleshooting skills, with the ability to reconcile records and metrics across systems and convert findings into action.• Strong project management, requirements, documentation, written communication, presentation, and crossfunctional facilitation skills.• Proficiency with Microsoft Excel, PowerPoint, Word, and Outlook. PREFERRED QUALIFICATIONS • Experience integrating or activating data between Salesforce Data 360, Salesforce CRM, MCAE, Snowflake, and other cloud or enterprise data platforms.• Experience with SQL, data modeling, ETL/ELT concepts, APIs, data dictionaries, data lineage, and audience reconciliation.• Experience with account-based marketing, buying groups, account hierarchies, campaign influence, attribution, and pipeline analytics. • Experience supporting multiple MCAE business units, complex Salesforce environments, enterprise change control, and Agile delivery practices.• Experience with deliverability monitoring tools, seed testing, inbox placement analysis, domain reputation monitoring, and remediation planning.• Salesforce Certified Marketing Cloud Account Engagement Specialist or Consultant certification; Salesforce Administrator, Data Cloud Consultant, or CRM Analytics and Einstein Discovery Consultant certification is a plus. SUCCESS PROFILE • Builds trusted, reusable audience and automation practices rather than one-time campaign solutions.• Balances marketing speed with data quality, consent, deliverability, governance, and platform sustainability.• Uses analytics to explain what happened, why it matters, and what should change next.• Works independently while building strong partnerships across Marketing, Sales, CRM, Data, Technology, Privacy, and external vendors. Other/State Specific Compensation: This role pays a base salary between $85,000 to $100,000 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.