Project Manager, Customer Digital Engagement

I. Job Summary
 Strategic and execution-oriented Project Manager to lead critical initiatives across customer communications, contact data integrity, and digital experience platforms. This role sits at the intersection of communications technology, customer operations, and digital product management, ensuring our systems and communications are optimized, data-driven, brand-aligned, and scalable. The ideal candidate combines analytical rigor, technical capability within the Salesforce ecosystems, and strong cross-functional project management skills. 
 II. Essential Duties and Responsibilities           Salesforce Marketing Cloud (SFMC) – Operational Messaging & Experience Development

• Own and manage operational customer messaging within Salesforce Marketing Cloud.
• Design and build visually engaging, brand-aligned message templates that drive clarity, engagement, and action.
• Develop dynamic email content using AMPscript and related coding techniques to personalize and tailor messaging at scale.
• Optimize subject lines, message structure, and content based on performance and business objectives.
• Develop and maintain Cloud Pages to support customized and personalized journeys and business objectives

• Partner with brand, marketing, operations, and digital teams to ensure message consistency and alignment.

   

   

  Customer Contact Data Integrity Initiative:

• Support a cross-functional initiative to ensure customer contact data is accurate, clean, and actionable.
• Analyze large datasets to identify gaps, and redundancies, as well as collection and maintenance inefficiencies, and structural issues.
• Develop and implement strategies to improve ongoing data collection, validation, governance, and maintenance.
• Engage Sales, Operations, and Customer Experience teams to gather requirements and feedback, and drive adoption of new processes.

• Develop reporting and dashboards to monitor data health and completeness.

   

   

  Customer Portal – Digital Product & Project Management:

• Provide project management support for enhancements and ongoing development of our online customer portal.
• Collaborate with UX/UI designers and digital stakeholders to guide experience improvements and feature evolution.
• Translate business needs into clear, actionable user stories.
• Review and refine Business Requirements Documents (BRDs) for enhancements, new functionality, and defect resolution.
• Coordinate cross-functional stakeholders (IT, product, operations, marketing) to ensure projects are delivered on time and within scope.
• Support prioritization of backlog items based on business value, customer impact, and strategic alignment.

III. Qualifications 
 A. Required Qualifications 

• Bachelor's Degree in Marketing, Communications, or Business Administration, or in lieu of degree 
• High School Diploma or GED 
• four years of relevant experience 
• 5 years of experience in business analysis, project management, digital product support, or marketing technology. 
• This position is seated in Windsor, CT, and is in the office 4 days a week, Monday through Thursday, with Work from Home on Fridays. 

B. Preferred Qualifications 

• Experience working within Salesforce Service Cloud or similar CRM platforms 
• Hands-on experience with Salesforce Marketing Cloud (preferred) or a comparable email marketing platform, including: 
  • Email Studio 
  • AMPscript 
  • Cloud Pages 
  • Journey Builder (preferred) 
• Experience working within Salesforce Service Cloud or similar CRM platforms. 
• Experience writing user stories, reviewing BRDs, and supporting agile or hybrid project methodologies. 

IV. Physical Requirements
 Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
The expected base pay range for this Hybrid position is $95,700 - $140,288. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors, including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for a bonus.
 

V. Benefits
 At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term