Our client is seeking a Senior Manager of CRM & Loyalty who will be responsible for developing and executing the retention marketing strategy across our direct marketing channels. This person will be focused on using email and SMS to drive new customer acquisition, retention and conversion through marketing and lifecycle campaigns. This role will deliver personalized customer flows that increase engagement and customer LTV. The Senior Manager, CRM & Loyalty will also manage and restructure our loyalty rewards and referrals programs.
Own the CRM & Loyalty strategy and day to day execution, with direct support from brand marketing, customer experience and product teams.
Plan the monthly email and SMS marketing calendar and collaborate with brand marketing for asset development.
Manage, optimize and deploy email and SMS communications through marketing campaigns, lifecycle triggers and segmentation.
Develop A/B testing plans for creative and messaging for email & SMS.
Manage and enhance the Loyalty rewards program as a customer retention initiative.
Analyze email/sms performance as well as customer behavior data to identify opportunities and develop actionable insights.
Hands-on execution of campaigns within our marketing and CRM tech stack: Klaviyo, Attentive, Shopify Plus, Ordergroove, Yotpo/Swell, Gorgias etc.
Drive key business KPIs: retention rate, repeat purchase rate, engagement/conversion and customer lifetime value
Drive brand and product advocacy from our customers including our referral program
Passionate about customers and all things data!
Ability to work in a fast paced environment under tight timelines and resources – we’re a small but mighty team but pride ourselves on successfully executing projects much bigger than what most companies our size would be able to
An analytical sense with the ability to recognize trends and recommend business improvements
Willingness to seek out answers, explore out of the box solutions, and track down resources – basically do whatever it takes to find a solution
Team oriented and collaborative.
MINIMUM QUALIFICATIONS & EXPERIENCE:
3-5 years CRM experience for an eCommerce based CPG or Health/Wellness company
2+ years experience owning email/sms marketing and lifecycle strategy and working with an ESP (ideally Klaviyo)
2+ years experience managing loyalty programs and/or executing best customer/high value customer programs.
Ideally, 1-2 years of experience working for/with subscription based brands
Ideally, experienced with: Ordergroove, Yotpo/Swell, Attentive, and data/analytics platforms
Passionate about the health and wellness industry and using marketing to build a relationship with the customer.
Based in the NYC area