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Hornblower Group is a global leader in experience and transportation. Spanning a 100-year history, Hornblower Group’s portfolio of international offerings includes water- and land-based experiences and ferry and transportation services. City Experiences, Hornblower Group’s premier experience division, offers dining and sightseeing cruises and walking and food tours through the City Cruises, Walks, and Devour brands. City Ferry, part of Hornblower Group’s Ferry and Transportation Division, is the largest private operator of high-speed passenger and vehicle ferries in the United States, carrying more than 10 million passengers annually and operating services including NYC Ferry, Puerto Rico Ferry, and other regional ferry systems. Hornblower Group’s subsidiaries include Hornblower Marine, which provides vessel outhaul and maintenance services at Bridgeport Boatworks in Bridgeport, Connecticut, and Seaward Services, Inc., a full-service shipping, waterfront logistics and management company that specializes in the operation and maintenance of government and commercial vessels. Additionally, Anchor Operating System, LLC, a Hornblower Group subsidiary and independent entity, provides reservation, ticketing and website integration services for clients in the transportation, tourism and entertainment industries. Today, Hornblower Group’s global portfolio covers over 10 countries, over 50 U.S. cities and serves more than 20 million guests annually. Headquartered in Orlando, Florida, Hornblower Group’s additional corporate offices reside in San Francisco, California; Boston, Massachusetts; Chicago, Illinois; London, United Kingdom; New York, New York; Dublin, Ireland; and across Ontario, Canada. For more information, visit hornblowercorp.com.
Position Summary:
We are seeking a highly experienced Marketing Automation Manager to lead the strategy, execution, and optimization of our customer lifecycle and digital marketing automation initiatives. This role requires deep expertise in Salesforce Marketing Cloud (SFMC), strong technical proficiency in HTML, CSS, and SQL, and a proven ability to build scalable, data-driven marketing programs that drive engagement, conversion, retention, and revenue growth. The ideal candidate combines strategic thinking with hands-on technical execution, thrives in a fast-paced environment, and has experience managing complex customer journeys, integrations, segmentation strategies, and campaign operations across multiple channels.
Duties and Responsibilities:
Marketing Automation Strategy & Execution
Develop and execute comprehensive marketing automation strategies aligned with business goals and customer lifecycle objectives.
Design, build, deploy, and optimize automated customer journeys, triggered campaigns, nurture programs, and personalization initiatives within Salesforce Marketing Cloud.
Lead multi-channel campaign execution across email, SMS, push notifications, and digital channels.
Collaborate with Marketing, CRM, Product, Sales, and Analytics teams to deliver integrated customer experiences.
Salesforce Marketing Cloud (SFMC) Management
Serve as the subject matter expert and platform owner for Salesforce Marketing Cloud.
Build and manage:
◦ Journey Builder ◦ Automation Studio ◦ Email Studio ◦ Audience Builder/Data Extensions ◦ Mobile Studio ◦ Content Builder
Create dynamic and personalized campaigns using AMPscript and SQL-based segmentation.
Monitor platform health, data integrity, deliverability, and automation performance.
Support SFMC integrations with CRM, CDP, and third-party systems.
Technical Development & Data Management
Develop responsive email templates using HTML and CSS.
Write and optimize SQL queries for segmentation, reporting, data validation, and campaign targeting.
Troubleshoot technical issues related to campaign rendering, automation workflows, and data synchronization.
Ensure email best practices for deliverability, accessibility, and cross-device compatibility.
Analytics & Optimization
Analyze campaign performance and customer engagement metrics to identify optimization opportunities.
Build reporting dashboards and present actionable insights to stakeholders.
Conduct A/B testing and continuous optimization of messaging, journeys, and customer segmentation strategies.
Maintain data quality and compliance with privacy regulations and email marketing standards.
Leadership & Process Improvement
Lead marketing automation project strategy and execution, serving as the primary liaison between internal stakeholders, business leaders, and external agency partners to ensure alignment on priorities, timelines, deliverables, and resource allocation.
Manage communication across stakeholders and agency teams, translating business requirements into actionable marketing automation initiatives while overseeing project workload, campaign planning, and operational execution.
Drive cross-functional collaboration to ensure projects are delivered on time, within scope, and aligned with organizational objectives.
Establish scalable campaign processes, governance, QA standards, and documentation.
Drive operational excellence through automation, workflow optimization, and best practices.
Stay current with emerging marketing technology trends and SFMC platform updates.
Requirements & Qualifications:
5+ years of experience in marketing automation, CRM marketing, or lifecycle marketing roles.
3+ years of hands-on Salesforce Marketing Cloud (SFMC) experience in a complex enterprise environment.
Proven experience managing large-scale automated marketing campaigns and customer journeys.
Strong experience with email marketing best practices and deliverability standards.
Technical Skills
Advanced Salesforce Marketing Cloud expertise.
Strong proficiency in:
◦ HTML
◦ CSS
◦ SQL
◦ Experience with:
◦ AMPscript ◦ API integrations ◦ Data modeling and segmentation ◦ Responsive email development
Familiarity with CRM systems and customer data platforms.
Experience with Google Analytics, Tableau, Power BI, or similar reporting tools.
Experience in B2C and/or high-volume customer communication environments.
Knowledge of privacy and compliance regulations (CASL, GDPR, CAN-SPAM).
The RESPECT Service System embodies our mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader. EEO / Disabled / Protected Veteran Employer. Hornblower is proud to be an Equal Employment Opportunity employer. We offer equal employment opportunities to all qualified individuals and prohibit discrimination and/or harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military status, disability (physical or mental), medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additionally, as a federal, state, and local contractor, Hornblower complies with government regulations, including affirmative action responsibilities for qualified individuals, where and as they apply. The company also participates in the E-Verify program in certain locations.
