What are the responsibilities and job description for the CRM & Engagement Manager position at STELLA & CHEWY'S LLC?
Description
About Us:
At Stella & Chewy’s, we are driven by a noble mission: to help pets and pet parents thrive through the love of raw nutrition. Located in Oak Creek, WI—a vibrant suburb south of Milwaukee—our workplace is a reflection of our passion and energy. We celebrate diversity, value collaboration, and encourage authenticity. Here at Stella & Chewy’s, you’ll join a team that shows up as their best and truest selves. If that sounds like the kind of environment where you’d thrive, we’d love to have you join our pack!
Position Overview:
The CRM and Engagement Manager is responsible for the end-to-end development and management of email, SMS, referral, loyalty, and other customer retention programs to support the growth of the brand’s direct-to-consumer business. This position requires a seasoned strategist with expertise in creating, executing, and optimizing brand engagement initiatives that resonate across multiple channels. Collaborating with cross-functional teams, the Senior Strategist will ensure consistent messaging, enhance brand equity, and drive measurable business outcomes.
The ideal candidate will have a deep understanding of the digital marketing landscape, experience with email marketing for a DTC company, strong analytical skills, and a passion for meeting revenue, conversion rate and customer acquisition cost goals through a customer loyalty lens.
Key Responsibilities:
- Owns and executes customer lifecycle strategy, including:
* Marketing automation journeys
* Email marketing
* SMS marketing
* Referrals (in coordination with eCommerce)
* Loyalty program (in coordination with eCommerce)
- Develops and executes email and SMS campaigns, including promotions, newsletters, and other single-send messaging.
- Establishes, implements, and optimizes A/B testing strategies (across channels mentioned above) to drive campaign performance.
- In partnership with the Consumer Insights & Analytics team, manage CRM and first-party data strategy
- Works with cross-functional teams to guide personalized customer segmentation and messaging across email and SMS.
- Analyzes and reports on efficacy of retention efforts and trends in customer behavior to identify opportunities to upsell, increase revenue, and surprise and delight.
- Continuously ideates by staying on top of industry trends and best practices.
Requirements
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor’s degree in Marketing, Communications, Business, or a related field (Master’s degree preferred).
- 5 years of experience in brand strategy, marketing, or a related role, with a proven track record in DTC email marketing.
- Strong understanding of customer lifecycle management, journey mapping, customer segmentation, and personalization
- Experience with loyalty and referral platforms
- Strong understanding of consumer behavior, market research, and data analytics.
- Exceptional storytelling, written, and verbal communication skills.
- Proficiency in digital marketing tools, CRM/ESP/SMS platforms, and analytics software (e.g., Iterable, Braze or Klaviyo).
- Demonstrated ability to manage multiple projects and meet tight deadlines.
- Strong creative thinking and problem-solving skills.
- Ability to collaborate effectively in a fast-paced, dynamic environment.
- A passion for dogs and cats
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other status protected by law.
This job description in no way states or implies that these are the only duties to be performed by the person occupying this position. You may be required to perform other job-related duties as requested by Management.
