Job Description
About the position This is a hybrid role with three weeks per month onsite (Mon. – Thurs.). The fourth week is fully remote. The CRM Manager will be responsible for developing and executing data-driven CRM strategies to enhance customer engagement, retention, and lifetime value. You will own the end-to-end management of customer journeys, from creation to optimization, and drive innovation through testing and continuous improvement. This role requires a strategic thinker with hands-on experience in CRM tools and a passion for delivering exceptional customer experiences. Responsibilities • CRM Strategy Development: Partner with Director of Retention Marketing to design and implement CRM strategies to drive customer acquisition, engagement, retention, and loyalty. • Collaborate with cross-functional teams, including marketing, e-commerce, and retail, to align CRM initiatives with broader business goals. • Customer Journey Management: Create new, personalized customer journeys across email, SMS, and other channels. • Collaborate with Direct Mail team on segmentation and journey management for catalog buyers. • Own and optimize existing customer journeys through continuous analysis and improvements. • Ensure a seamless omnichannel experience that integrates e-commerce and retail touchpoints. • Testing and Optimization: Develop and maintain a robust testing roadmap for CRM initiatives. • Conduct A/B and multivariate tests to improve campaign performance, engagement rates, and conversion metrics. • Analyze test results and implement data-driven recommendations to enhance effectiveness. • Performance Tracking and Reporting: Monitor key CRM metrics (e.g., open rates, click-through rates, conversion rates, and CLV). • Generate detailed reports to evaluate campaign performance and identify opportunities for improvement. • Share insights with stakeholders to guide future strategies. • Data and Segmentation: Leverage customer data to create advanced segmentation strategies for targeted and personalized communications. • Ensure data integrity and compliance with privacy regulations (e.g., GDPR, CCPA). • Tool Ownership: Manage CRM platforms and ensure they are configured to meet business needs. • Develop a close working partnership with the Email Service Provider and in-house teams to lead progress on departmental goals, including HTML template enhancements, mobile optimization, data-driven personalization, and more. • Stay updated on industry trends and emerging CRM technologies to recommend enhancements. • Partnership with IT/Development: Collaborate with IT and Development teams to execute new customer journeys effectively. • Ensure seamless integration of CRM strategies with technical infrastructure. • Provide input on system requirements and enhancements to support CRM initiatives. Requirements • Strong attention to detail and organizational skills. • Excellent communication skills, both written and verbal. • Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite. • Ability to multitask and meet deadlines in a fast-paced environment. • Bachelor’s degree in Marketing, Business, or a related field. • 3-5+ years of experience in CRM, email marketing, or a related role, preferably in e-commerce or retail. • Proficiency in CRM platforms (e.g., Salesforce, Klaviyo, HubSpot) and email marketing tools. • Strong analytical skills with the ability to interpret data and derive actionable insights. • Hands-on experience with A/B testing, multivariate testing, and personalization strategies. • Excellent project management and communication skills. • Knowledge of data privacy regulations and compliance requirements. Nice-to-haves • Experience with project management tools (e.g., Asana, Trello, or similar) is a plus. Benefits • This position may also be eligible for annual merit increase, bonus, and/or incentive compensation. • We also offer a comprehensive benefits package including paid time off, health, dental, vision, and disability benefits. Apply tot his job