Customer Relationship Manager (CRM)

Who we are:

We've been in business for more than 35 years, rooted in the community as a premier provider of gift shops, bookstores, and dining concepts. JB Retail Collective is the parent company of leading brands; Nurture Gift Shops, Nourish Coffee Shops, Joseph-Beth Booksellers, and Bronte Bistro.

The CRM Manager will be responsible for owning and optimizing our customer database, driving customer analytics and reporting, and developing and executing direct marketing campaigns that drive incremental sales and improve customer loyalty and lifetime value. Includes managing and collaborating with a third-party database partner, staying up to date with industry trends in database marketing and data management, monitoring competitors for strategies and best practices, and ensuring compliance with all privacy and security requirements.

Responsibilities:

Customer Database Management:

o In partnership with a third-party partner, own and maintain the customer database, overseeing regular data hygiene, and ensuring data accuracy, completeness, and segmentation.

o Work with our outside partner to Implement strategies for data enrichment and ensure customer information is actionable for personalized marketing efforts.

o Ensure all data management, storage, and transfer processes comply with applicable data privacy and security regulations.

Customer Analytics & Reporting:

o Working with our database partner, analyze customer behavior, engagement, and purchase patterns to identify growth opportunities and inform marketing strategies.

o Develop and maintain reporting dashboards to track database health & churn, CRM campaign performance, customer retention, and lifetime value metrics.

o Collaborate with cross-functional teams to provide actionable insights based on customer data and performance trends.

o Deliver longitudinal reporting and insights on the success and sales impact of various marketing channels (e-mail, social media, SMS/text, direct mail, etc.)

Direct Marketing Campaigns:

o Design and execute data-driven direct marketing programs (email, direct mail, etc.) aimed at driving customer engagement, repeat purchases, and maximizing customer lifetime value.

o Expand our use of new customer communication vehicles based on industry best practices and a planful approach to testing & learning.

o Segment customers based on behaviors, demographics, and purchase history to create tailored, personalized campaigns, with a specific focus on customer lifecycle management (assimilating new customers, retaining lapsed customers, etc.), cross-category engagement, and specific author/category affinities.

o Expand the company’s capacity to deploy a greater number of discreet and more targeted campaigns, especially e-mail, by automating and templatizing the process through the use of advanced tools.

o Oversee the end-to-end campaign process including strategy, creative development, deployment, and post-campaign analysis.

Campaign Optimization & Testing:

• Continuously test and optimize marketing campaigns to improve effectiveness and ROI.
• Conduct A/B testing and leverage customer insights to refine messaging, timing, and offer strategies.

Cross-Functional Collaboration:

• Work closely with company, marketing, and merchant leaders to align CRM strategies with annual/seasonal business objectives and ensure consistency across all customer touchpoints.
• Coordinate with external vendors and partners when necessary to implement marketing campaigns.

Strategy Development:

• Develop and execute strategies to drive customer acquisition, retention, and reactivation through targeted CRM campaigns.
• Utilize customer insights and data to contribute to long-term CRM strategy and business growth initiatives.
• Leverage analysis and insights from Gives Back (loyalty program) customers to grow the program and continuously improve its value proposition.

Qualifications:

• Bachelor's degree in Marketing, Business, or related field (or equivalent work experience).
• 3 years of experience in CRM management, customer analytics, or direct marketing.
• Proven track record of executing successful CRM programs that drive incremental sales and customer lifetime value.
• Strong analytical skills with the ability to interpret complex data and generate actionable insights.
• Confidence using CRM platforms, email marketing tools, SMS and direct mail.
• Experience with data segmentation, customer journey mapping, customer lifecycle management strategy & execution.
• Excellent communication and project management skills.
• Proactive, self-starting, and results-oriented style that is collaborative but assertive in the interest of progress and successfully achieving goals.
• Creative mindset with a passion for developing innovative customer engagement strategies.
• Comfort working in a fast-paced environment and flexing role and priorities based on changing business needs.
• Familiarity with relevant database marketing laws and protocols (PCI, GDPR, CAN-SPAM, etc.)

Full-Time, Salaried, Exempt Position

Reports to: Vice President - Marketing

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person