Job Description
About the position
The CRM Marketing Manager leads the strategy, execution, and optimization of lifecycle marketing initiatives, primarily through email and emerging SMS channels, while managing a team of specialists and collaborating cross-functionally to drive customer engagement, loyalty, and business growth through data-driven, personalized campaigns. This full-time position reports to the
Senior Marketing Manager, BHI and is expected to work in a hybrid model, which currently includes Monday, Tuesday, Wednesday in-office.
Responsibilities • Provide supervision to a small team, defining tasks aligned with common goals, and fosters the professional development of team members through active discussion, feedback, coaching, and mentorship. • Leads end-to-end CRM campaign execution across all channels, ensuring consistency with broader marketing goals. • Develops and optimizes segmentation strategies, working with Data Insights to personalize campaigns based on customer behavior and lifecycle stage. • Analyzes CRM performance data, translating insights into actionable recommendations to improve engagement, repeat purchase rates and retention.
• Stays ahead of CRM trends, technologies, and best practices to continuously enhance strategies. • Manages and mentors a team of CRM specialists, fostering professional growth and skill development. • Provides clear direction and accountability for team deliverables, KPIs, and priorities. • Conducts regular team meetings and 1:1s, ensuring alignment on key initiatives and business objectives. • Fosters a culture of collaboration, innovation, and continuous improvement. • Partners with Marketing, Creative and Digital Experience teams to develop customer-centric messaging and offers; and align CRM efforts with broader marketing initiatives.
• Works closely with Data and Product teams to improve CRM reporting and enhance automation capabilities. • Manages relationships with external vendors to optimize CRM toolsets and platforms. • Supports multi-variable testing and learning across CRM channels, sharing insights to scale successful strategies. • Executes revenue build up for CRM function, strategy for growth and maximizing profitability. • Leads CRM budget management, ensuring effective resource allocation to maximize ROI. • Supports the implementation of new CRM initiatives, including potential expansion into SMS and loyalty programs.
• Monitors compliance with data privacy regulations and best practices across all CRM efforts. Requirements • Bachelor's degree in marketing, Business, or a related field preferred. • Minimum of eight (8) years of CRM marketing experience, preferably in B2C eCommerce or retail. • At least two (2) years of people management experience, with a track record of developing and coaching teams. • Strong understanding of CRM platforms (Optimove a plus), automation tools, and customer segmentation. • Experience with international ecommerce / retail markets (experience with Australian and Canadian markets a plus).
• Analytical mindset with experience creating strategic tests and implementation based on findings. • Ability to manage multiple projects simultaneously in a fast-paced, dynamic environment. • Strong communication and collaboration skills, with the ability to influence cross-functional partners. • Valid driver's license and proof of insurance (this job may require driving on company time). • Knowledge of data privacy regulations (GDPR, CCPA) is a plus. Benefits • Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly.
• Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members. • Up to $2,000 annual funding toward HSA accounts. • Medical, transit, dependent care FSA. • Infertility coverage offered on all medical plans. • Generous parental leave program and flexible return options. • Company-paid life and AD&D insurance. • Company-paid short and long-term disability insurance. • 401(k) with dollar-for-dollar company match up to $4,000 per calendar year. • Employee Assistance Program (EAP) and other mental health and wellness perks.
• Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages. • Paid 5-week sabbatical leave after 10 years of employment. • Annual continuous learning benefit up to $1,000 per person, per fiscal year. • Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment. • Generous team member merchandise discount. • Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance.
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