CRM Manager

About Us

Thimble is a leading insurtech platform for small business customers and agents. Thimble allows customers to quickly get insurance coverage by the job, month or year using its award-winning app, website, or over the phone.

Founded by serial entrepreneurs Jay Bregman and Eugene Hertz, Thimble works with a variety of carriers to bring the best insurance solutions to small businesses, brokers and agents. Since it was founded, Thimble has delivered more than 170,000 policies to small businesses across the United States.

Thimble was acquired by Arch Insurance, a unit of Arch Capital Group Ltd. (Nasdaq: ACGL), a publicly listed Bermuda exempted company with approximately $15.6 billion in capital at Dec. 31, 2022. Arch, which is part of the S&P 500 Index, provides insurance, reinsurance and mortgage insurance on a worldwide basis through its wholly owned subsidiaries.

Thimble's innovative culture and technical expertise are an incredible addition to Arch Capital’s portfolio of offerings. The acquisition expands Arch’s suite of digital solutions for small business customers and brokers. Thimble will remain a separate subsidiary, working closely with the Arch Group team. 

For more information, visit thimble.com.

Our Values

Our unique culture is built around our six core values:

Think Wild, Act Tame

Be relentlessly creative. Question everything. Get to know the rules so well, you can use them in new ways. Be the industry’s compliant radicals.

Green Means GO

Act. Move forward. Learn. You can only make a decision based on the best information you have – so make it.

Own Every Detail

Be ruthlessly precise. Disciplined. Sweat the small stuff.

Simplify, Simplify, Simplify

Get to the point. Make it crystal clear. Cut everything else. It’s our job to make insurance easy – however hard that is for us.

Every Moment Counts

Show up early and ready. Deliver on time or before. Make the most of your time, so others can make the most of theirs.

Stay Human

Treat every person, and their ideas, with respect. Cherish diversity.

About the Role

Thimble is seeking a CRM Manager to own an increasingly strategic and exciting channel in our marketing mix. You will manage our email, push, and in-app messaging to increase revenue, retention, and engagement throughout a customer’s lifecycle with us.

This role will own strategic marketing communications for both our Broker and DTC audiences throughout the entire customer lifecycle - from lead generation to retention. They will own and drive the key business metrics for this function. This role requires someone with a proven track record building CRM programs and someone excited to roll up their sleeves and contribute to our fast growing company on day one. The ideal candidate is a team player, loves to collaborate, is process driven, a stellar communicator, and detail oriented. 

Role and Responsibilities

• Identify business metrics and goals that will drive growth across Thimble’s broker and customer channels.
• Design strategy that leverages CRM channels to engage and drive performance for both potential and existing Thimble customers.
• Partner with our Product and Insurance teams to understand the product roadmap and identify all events and the appropriate communication necessary to create the best user experience possible.
• Audit and optimize existing marketing lifecycle campaigns and customer segments (based on behavior, performance, demographics, and other relevant factors).
• Identify cohorts, events, build workflows, and work closely with various stakeholders to deliver messages that generate engagement.
• Experiment! Work with the team to ideate, prioritize, and execute experiments within your channels at a rapid clip. Ensure sound experimentation design, and report on outcomes and next steps with the support of a Product Marketing Analyst.
• Create simple reporting mechanisms that allow leadership to recognize the impact of CRM and make decisions swiftly.

Qualifications

• 5+ years in a similar position, preferably at a startup or financial/insurance services company. 
• A career and track record focused on CRM, ideally with experience focused on our target audience of small business owners. 
• Creative and analytical mindset with a strong focus on data-driven decision making. 
• Proficient with CRM tools including Iterable and Sendgrid, ideally having implemented and scaled new systems from the ground up. 
• Technical savvy and demonstrated ability to learn new systems quickly. 
• Advanced Excel skills (pivot tables, data matching, and manipulation). 
• Intermediate knowledge of HTML. 
• Strong attention to detail which is required for QAing messages and audience selections. 
• Exceptional verbal and written communication skills. 

What You'll Do in 30 Days

• Onboarding: Complete company and department onboarding processes. Meet with key internalstakeholders from the following teams: Acquisition, Data and Analytics, Insurance, Customer Success and Product, as well as external stakeholders like ourIterable account executive.
• Immersion: Dive in and understandour numbers, our OKRs, our customer segments, and our products and customer experiences (DTC and Broker). 
• Data and Analytics Familiarization:Learn CRM systems, marketing automation tools, and reporting dashboards.
• Customer Journey Mapping: Map and analyze existing customer journeys and campaigns. Provide high level overview, which can include any immediate, impactful recommendations.
• Manage: Take the wheel and run existing journeys/campaigns. 
• Internal Collaboration: Build relationships with teams to understand customer pain points, feedback, and operational constraints. 

What You'll Do in 60 Days

• Lifecycle Content Audit: Review current marketing campaign content and communication channels for each customer lifecycle stage. 
• Performance Analysis: Assess campaign effectiveness through key metrics like sends, open rates, click-through rates, conversion rates, engagement KPIs and new premium.
• Identify Growth Opportunities: Pinpoint gaps and untapped potential to drive new premium. 
• Develop Lifecycle Marketing Strategy: Define strategic objectives, align strategy with company goals, outline personalized journey maps, and select marketing channels and technologies for implementation. 
• Budget and Resource Allocation: Estimate budget and resource requirements for the proposed strategy. 
• Present Recommendations: Share findings and proposed strategy with key stakeholders, obtain buy-in and align on priorities. 

What You'll Do in 90 Days

• Campaign Activation: Launch pilot campaigns for targeted customer segments across chosen channels. 
• Content Creation and Management: Develop engaging content (e.g., email campaigns, SMS, etc.) tailored to each lifecycle stage. 
• Technology Integration: Set up marketing automation tools, data triggers, and personalized communication sequences. 
• A/B Testing and Optimization: Track campaign performance, test variations, and continuously optimize messaging, offers, and timing. 
• Reporting and Measurement: Monitor key metrics, report on campaign results, and demonstrate ROI. 
• Continuous Improvement: Gather customer feedback, iterate on campaigns based on learnings, and refine the overall lifecycle marketing strategy. 

Success Measurement

• Increase new premium via increasing customer/broker engagement rates. 
• Improved KPIs: Opens, CTR, New Agent Activation, New Agent Meetings, etc.
• Alignment of initiatives with department and company goals. 

Thimbler Benefits & Perks

-Fully remote company

-Thimble Fridays! (out of office at 12:00pm local time)

-Comprehensive health, vision, and dental coverage

-PTO: 20 days vacation, 8 floating days, 10 company-wide holidays, 1 VTO (Volunteer Time Off), and unlimited sick time

-Parental Leave: 100% paid 12 weeks + 2 weeks gradual return

-Company computer hardware of your choice

-Work from home setup reimbursement

-Monthly co-working space and/or child care reimbursement

-Monthly ClassPass credit

-Quarterly wellness reimbursement

-Other health & wellness perks including: One Medical, Teladoc, Talkspace, Kindbody, and Health Advocate

-Virtual events, happy hours, trivia, and fun!