Senior Manager of CRM

We are seeking a Senior Manager of CRM to join our team and help us achieve objectives and revenue targets through excellence in every aspect of the customer lifecycle. In this position you would collaborate closely with the leadership team to develop and implement strategies, which consistently exceed consumer expectations and grow our brand.

Responsibilities:

• End-to-end ownership of email, SMS and direct mail marketing campaigns, including strategy, planning, segmentation, execution, testing, deployment, analysis, and optimization across our client base.
• Direct accountability for retention marketing strategy and core KPIs for email, SMS and direct mail, by assessing list growth and engagement rates, LTV, and customer affinity metrics.
• Instill best practices into the email and retention programs, including automation, triggered campaigns, template development, dynamic content, personalization and retargeting.
• Plan and execute innovative email content strategies to constantly excite and entertain customers.
• Design customer rewards programs and develop segmentation framework.
• Lead the implementation and adoption of customer experience insight tools and data analytics.
• Define personalized customer journeys across the customer lifecycle and purchase cycle with the goal of driving better understanding, stronger customer engagement, and increased sales.
• Maintain a pulse on emerging technologies that could influence customer retention strategies.
• Prepare and present project hindsight analysis and recommendations to internal stakeholders and partner teams.
• Analyze and report on the efficacy of our retention marketing campaigns and develop reports that can be used to help continuously improve overall customer communications, relationships and acquisition.
• Develop a customer feedback program based on insight, surveys and reviews; track results and provide briefings to all departments.
• Work with Customer Care teams to provide VIP behavior insights and drive brand loyalty. Create and communicate customer profiles to educate stakeholders across the business.

Qualifications:

• 5-7 years of experience in DTC retention marketing ideally within, fashion, beauty or CPG industries.
• Proven track record of running retention marketing programs with measurable results.
• Expert knowledge of direct-to-consumer eCommerce and retention marketing trends and best practices.
• Hands-on experience with at least one ESP and SMS platform and have created campaigns and automated/triggered programs within the technical capabilities of the platform. Klayvio preferred.
• Experience with Shopify ecosystem a plus.
• Experience setting up a CRM data warehouse a plus.
• Strong quantitative analytical ability and aptitude.
• Extensive experience managing A/B testing roadmap and a strong understanding of test setups and analyses.
• Strong project management, organization, prioritization, and communication skills with an attention to detail and the proven ability to build relationships and coordinate multiple projects across various teams.