Email & SMS Operations Manager

Job Category: Email Marketing
Job Type: Full Time
Job Location: New York - NY

Atelier Ace

 

Atelier Ace is the in-house creative studio that develops and operates Ace Hotel and their partners and affiliates. The full-service studio is composed of multi-disciplinary thinkers, designers, architects, enthusiasts, optimists and friends — with some number of folks to keep things upright. With a creative and operations team that understands the essence of our brands and products, Atelier Ace aims to create inspiring, cohesive and meaningful experiences for people.

 

This position reports to our Director of Digital & Distribution and is responsible for orchestrating and executing email and SMS campaigns. The role is primarily operational, requiring meticulous attention to detail in assembling all campaign elements—copy, graphics, images, segments, CTAs, and links—into cohesive emails & SMS campaigns. The successful candidate will ensure flawless execution within our systems and technology while also leading analysis and identifying insights.

 

CORE FOCUS & ESSENTIAL RESPONSIBILITIES

 

Qualified candidates must be able to satisfactorily complete the following responsibilities. Other duties may be assigned.

 

  • Build, schedule, and send email and SMS campaigns, ensuring all components are integrated correctly and campaigns are engaging, on-brand, and drive the desired action.
  • Work cross-functionally with the brand, Revenue Management, food and beverage, and creative teams to gather content about offers, programming, and more to produce 15-20 campaigns monthly.
  • Conduct A/B testing to improve open rates, click-through rates, conversions, and other key metrics. Inform internal teams of campaign “winners” and utilize those results to continuously tweak email strategy.
  • Develop and manage segmentation strategies to ensure campaigns are targeted to different audience groups based on their location, stays, etc. Maintain and manage email and SMS marketing lists in compliance with all relevant laws and regulations.
  • Manage and optimize our SMS marketing strategy, collaborating closely with Revenue Management, brand marketing, and food and beverage teams to ensure its continued effectiveness and alignment with overall campaign goals.
  • Analyze campaign performance and generate weekly and monthly reports to optimize strategy and provide actionable insights.
  • Keep up to date with industry trends, and closely monitor competitor campaigns, to ensure our approach is fresh and engaging.
  • Develop and maintain transactional email and SMS strategies, including drip, and other automated campaigns, by testing and analyzing data, and collaborating with brand and creative teams to retrieve necessary content.

ESSENTIAL QUALIFICATIONS

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  • Ability to satisfactorily communicate in verbal and written English with guests, management, and co-workers to their understanding.
  • Ability to work independently and as part of a team, managing multiple projects simultaneously in a fast-paced environment.
  • Experience working with cross-functional teams.
  • Have superb time management skills.
  • Maintain complete knowledge of all hotel services/features and hours of operation.
  • Other language, mathematical, and reasoning abilities as outlined below.
  • Ability to comply with physical demands as outlined below.
  • Knowledge and understanding of Atelier & Ace Culture & initiatives
  • Technologically sound with Google Workspace applications.

REQUIRED EDUCATION and/or EXPERIENCE

 

BA in hospitality, marketing or related field, or the equivalent experience to provide the required skills and knowledge. Minimum 3 years experience in email and/or SMS marketing. Must be knowledgeable of A/B testing and data analytics, have a proficient understanding of email marketing and SMS best practices, metrics, and laws/regulations, and experience with email marketing platforms like MailChimp or Klaviyo and SMS marketing platforms

 

LANGUAGE, MATHEMATICAL, and REASONING ABILITIES

 

Candidate must meet the following cognitive abilities:

  • Ability to understand service needs & requests.
  • Ability to acknowledge requests in a polite manner.
  • Ability to clearly communicate in verbal and written English (additional foreign languages are encouraged and preferred).
  • Ability to apply logical thinking and understanding to carry out written and oral instructions.
  • Ability to address and solve problems and issues.
  • Ability to compute basic mathematical calculations.

 

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