Ecommerce CRM Specialist

Purpose and Objective:

The goal of the CRM Specialist is to maintain and grow the Company’s CRM channels. This role will establish best in class marketing programs, set benchmarks and track and deliver results.

Responsibilities and Duties – What you’ll deliver:

Responsibilities include but are not limited to the following:

• Deliver against the Key Performance Indicators (KPIs) of all existing CRM and email marketing channels and make necessary adjustments to optimize marketing effectiveness.
• Develop and launch programs; continually learn, research, recommend, and implement email & SMS and helpdesk marketing best practices.
• Drive campaign optimization; testing, monitoring and reporting results on program and campaign analysis.
• Implement cross-channel communication strategies to understand the customer, engage, and grow relationships throughout the customer lifecycle to drive repeat purchasing behavior and loyalty i.e., service desk, chat etc.
• Compile research, benchmarks, and conduct competitive analysis to maintain a pulse on CRM trends and behavior, unlock new opportunities, and create a best-in-class CRM experience.
• Responsible for the active customer lifecycle via email, SMS, and on-site messaging.
• Build emails and establish transactional and non-transactional email journey alongside developers and Ecommerce Manager.
• Continuously improve email marketing design for new arrivals, product launches, new collections etc.
• Build and refine audiences and segments, event-based communication triggers across the customer user-journey.
• Generate segment and tiers cross top customers and develop strategies for non-top customers.
• Work cross-functionally: Drive alignment with internal cross-functional and external solution partners including PR, Brand and Merchandising teams.
• Track customer satisfaction across all apps and tools.         

Knowledge, Skills and Requirements:

• 4-5 years of experience in a similar role
• College: Business, Marketing, Communications Degree
• Experience with CRM tools and email marketing; proven track record to set and deliver KPIs/ goals
• Strongly experienced with email marketing and ESPs
• Knowledge of HTML and CSS for email design and manipulation. Preferred but not required
• Knowledge of Shopify, ERP preferred
• Strong communication skills: verbal + written
• Proficient in Excel, PowerPoint, Word and forecasting tools
• Data/results driven; analytical mindset ability to formulate and translate insights into action and measurable results
• Practical, innovative entrepreneurial spirt
• Establishes continuous improvements to improve campaign and boost KPIs
• Keen ability to problem-solve complex issues, work under pressure and meet deadlines
• Enjoys being a part of high-level strategic thinking and also a team player who doesn’t mind rolling up their sleeves to ensure flawless execution
• Anticipate needs of the business and department - make things happen!

Key Performance Indicators

• Campaign Results; set benchmarks; schedule recaps
• Service Levels; response time, full resolution time