Job description
The position will report to: Associate Director, Retention + CRM MarketingOverall Responsibilities:
We are looking for someone to help run and grow our CRM & Loyalty Programs.
CRM, Email, & SMS:
• Help to set the strategic roadmap for our automated email and SMS trigger programs, including customer personalization tactics, and right time, right place, right message mentality
• Accountable for tracking and measuring KPIs that ladder up to business goals, with ongoing efforts to continuously analyze data, identify trends, and implement optimizations within email & SMS trigger programs and share insights and recommendations
• Expand and optimize personalization and segmentation strategies across all email and SMS touchpoints to increase engagement, revenue, and efficiency
• Own end-to-end project and program management from concepts, strategies, and roadmaps through execution including creative briefing and working with creative and copy teams, and working directly with email & SMS vendor on execution, deployment, and performance analysis
• Develop strategy to collect and leverage customer first party data through customer quizzes on site, work with external vendor on execution, utilize data for customer personalization, and evaluate program performance
• Become a subject matter expert in customer behavior, cohort analysis, segmentation, and user experience, serving as a go-to person for retention-related questions
• Evolve segmentation strategy to deliver a personalized and relevant customer experience across all retention touchpoints
• Conduct competitor research around automated CRM programs and personalized marketing to stay current on industry trends and practices and make recommendations to improve the business
• Audit email trigger campaign send reports to ensure conversations are operating as expected
Loyalty:
• Lead and manage loyalty program strategic plans and marketing calendar, including program enhancements and optimizations through program performance reporting and evaluation
• Drive loyalty initiatives across all customer cohorts and integrate across all channels
• Oversee gifting, surprise and delight, sweepstakes, and exclusive programs for our most loyal customers
• Continuously update points earning activities to boost customer engagement with the program and with the brand
• Manage Refer-A-Friend program including launch strategy, execution, program performance evaluation, and long-term strategy; own relationship with external vendor
Essential Skills and Experience
• 4+ years of experience directly managing email marketing, loyalty program and a CRM database
• Demonstrated success in developing innovative CRM campaigns expertise in enterprise email platforms, technology, deliverability, engagement campaigns, A/B testing, and marketing metrics
• Well-versed in key email metrics to support and recommend innovative marketing strategies
• Ability to communicate results to various stakeholders and clearly present data
• Exceptional data analytics skills; ability to draw conclusions from large data sets and form actionable insights
• Experience with email/CRM one or several marketing platforms: Klaviyo, Listrak, Bluecore, Bronto
• Highly organized and take a process-oriented approach to all you do
• Strong project management and prioritization skill
Expired job
