CRM & Consumer Marketing Manager

Who We Are:

Obagi Cosmeceuticals is an industry leading, ~$115M dermo-cosmetic brand that provides transformational skin care products clinically formulated to minimize signs of skin aging, address dark spots, hyperpigmentation, fine lines, and wrinkles. A 35-year legacy backed by science and innovation to protect and enhance skin tone and texture. Ranked No. 1 and widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, Obagi remains a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.

What We Need:

Obagi is seeking a creative and analytical CRM & Consumer Marketing Manager to develop, execute, and optimize our CRM strategies that drive consumer acquisition, retention, engagement, and lifetime value (LTV). Focusing on creating personalized communication strategies that enhance the consumer experience, this role will drive repeat business, manage and maintain data best practices, and maximize revenue growth for the brand. You will work closely with cross-functional teams, including Marketing, Creative, and Product, to ensure a seamless consumer journey from acquisition to retention.

What You’ll Do:

CRM Strategy & Execution:

• Develop and implement comprehensive CRM strategies to drive consumer engagement, retention, and growth, focusing on subscription and repeat business
• Oversee the end-to-end consumer lifecycle, from acquisition to conversion, engagement and retention, ensuring a seamless experience at each stage
• Build and maintain consumer segmentation frameworks based on behavior, preferences, and purchasing habits
• Manage, maintain, and advocate for data collection best practices and resources needed to scale
• Drive process and consumer behavior through data powered automations and/or processes

CRM Marketing Campaigns:

• Create, execute, and optimize email, direct mail, social commerce, and SMS campaigns to nurture relationships with Obagi consumers, including promotional, transactional, and lifecycle-based messaging
• Lead thought leadership and execution for CRM audiences in partnership with the Performance Marketing team for prospecting, reengagement
• Utilize A/B testing and performance analytics to continually refine campaigns for maximum effectiveness and engagement
• Manage consumer data to ensure accurate targeting and personalization of content and learnings to better serve our community
• Work with the performance marketing team in creating a lead generation strategy that can fuel the CRM funnel

Consumer Data Analysis & Insights:

• Analyze Consumer data (purchase history, browsing behavior, product affinity etc.) to identify insights, trends, opportunities, and areas for improvement in CRM performance
• Regularly report on key CRM KPIs such as customer lifetime value (LTV), retention rate, churn rate, and campaign performance
• Use insights to drive decisions on CRM tactics and overall marketing strategy

Cross-Functional Collaboration:

• Partner with the Marketing team to align CRM efforts with broader brand initiatives, seasonal campaigns, and product launches
• Work with the eCommerce team to optimize the website and checkout experience for consumer retention and repeat purchases
• Partner with the Product team to ensure CRM campaigns reflect product launches, offers, and promotions
• Collaborate on promotional and core campaigns to optimize key growth objectives

Consumer Journey Mapping & Personalization:

• Continuously enhance consumer journey mapping to ensure a personalized and relevant experience across all touchpoints
• Lead personalization efforts, leveraging dynamic content and consumer behavior data to craft tailored messaging and offers

Technology & Automation Management:

• Manage CRM tools and platforms (e.g., Klaviyo), ensuring they are used effectively to execute campaigns, track performance, and integrate with other marketing systems
• Drive the automation of key CRM processes such as welcome series, re-engagement campaigns, and post-purchase follow-ups

Consumer Feedback & Satisfaction:

• Implement and monitor consumer feedback loops (e.g., surveys, reviews) to gather insights on satisfaction and brand perception
• Leverage feedback to improve consumer experience and address potential pain points

What You’ll Need:

• A bachelor’s degree from an accredited university required; a focus in Marketing, Business Administration, Communications, or similar related fields strongly preferred
• At least 3-5 years of demonstrated success managing CRM or email marketing
  • Prior experience within CPG/beauty industry highly preferred
• Advanced proficiency utilizing CRM tools and platforms (e.g., Salesforce, HubSpot, Mailchimp, Klaviyo, etc.)
• Deep understanding of consumer segmentation, lifecycle marketing, and A/B testing.
• Creative, data-driven mindset with an ability to develop both strategic and tactical solutions understand data analytics and performance reporting (Google Analytics, Excel, etc.)
• Strong qualitative, analytical, and critical thinking skills with demonstrated use of analysis and metrics to drive continuous improvement and decision making.
• Exceptional organizational and prioritization/time management skills; demonstrated ability to work under pressure to meet deadlines
• Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly
• Proficiency in Microsoft Office and other technologies
  • Experience with HTML/CSS for email and landing page customization highly preferred but not required
• Possess a curious, resourceful, and proactive attitude that encourages a team and supports the growth and professional development of others

Physical Requirements:

These demands document the physical requirements of a specific job. Criteria may include: Lifting, Carrying, Push/Pull, Sitting/Standing (In Place); On Feet, Walking, Bending, Turn/Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out)/Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.