CRM & Retention Manager

Job Overview:

Reporting to the VP, Ecommerce and Digital Marketing, the CRM & Retention manager is responsible for the customer retention strategy and direct management of email and SMS marketing programs.

Responsibilities and Duties:

• Develop and implement email marketing and SMS strategies to drive customer engagement, retention, and sales
• Manage all aspects of klaviyo, including automations, segmentation, journey building, and campaign execution.
• Oversee the entire email marketing program lifecycle, from planning and execution to performance analysis and optimization.
• Manage company-wide content calendar, liasoning across departments to have holistic seasonal strategies
• Utilize data-driven insights to segment the customer base effectively and personalize email content to maximize engagement and conversion rates.
• Conduct A/B tests to optimize email performance, including subject lines, content, and CTAs.
• Work closely with cross-functional teams, including marketing, e-commerce, merchandising, and planning to ensure alignment of email marketing initiatives with overall business goals.
• Monitor and analyze key performance metrics to measure the effectiveness of email campaigns and provide actionable insights and recommendations for improvement.
• Manage step-by-step process of campaigns including but not limited to coordination with design and creative agency, defining template and creatives in accordance with brand guidance, structuring A/B tests, setting up campaign and delivery, and reporting on results.
• Develop and implement innovative strategies to boost customer engagement, retention, and repeat purchases. Work cross functionally with ecommerce and acquisition managers to expand Email & SMS databases.
• Spearhead customer loyalty program, implementing tactics and customer rewards to improve retention rates
• Ensure compliance with data protection regulations such as GDPR, CANSPAM, and CCPA, maintaining high standards of data privacy and security.

Basic Requirements:

• 5-7 year of email marketing experience at a dynamic, fast-growing experience
• B.A. Required
• Ability to work in fast-paced, fast-growth environment
• Experience with Klavyo preferred
• Experience with data analysis and presentations
• Strong project management experience a must