CRM & Loyalty Manager

Role Overview

Responsibilities

• Develop and lead the execution of retention marketing programs across web, email, push, in-app, SMS, and CRM initiatives.
• Partner cross-functionally to build personalized customer experiences and segmentation programs that enhance engagement and repeat conversion.
• Define customer segmentation, perform cohort analysis, and regularly report on key retention KPIs.
• Own, define, deploy, and optimize retention marketing programs, including email, SMS, and loyalty communication strategies.
• Build, execute, measure, and improve win-back campaigns and direction.
• Present campaign performance and KPIs to leadership, providing in-depth analysis and recommendations.
• Identify and propose optimization opportunities for retention and loyalty programs based on clear understanding of customer and company goals.
• Analyze site metrics and sales data to identify and drive improvements for increased sales and conversions.
• Collaborate with design and editorial teams to create automated, triggered, and ad-hoc campaigns tailored to the user journey on all direct marketing channels.
• Ensure ongoing channel innovation through testing, segmentation, and tactical optimization for engagement and retention.
• Support and optimize CMS content onsite and in-app to continuously improve the customer journey.
• Must have requirements
• Minimum 7 years of experience in retention/email marketing roles.
• Background in e-commerce or direct-to-consumer environments.
• Proven experience with email marketing and automation platforms (e.g., Netcore, HubSpot, Salesforce, Responsys).
• Creative thinker with confidence in leading product initiatives.
• Basic knowledge of HTML and AMP.
• Expertise with data visualization tools like PowerBi or Data Studio.
• High proficiency in measuring and analyzing e-marketing programs and customer behavior.
• Excellent proofreading and copy-editing skills for various communications, including emails and newsletters.
• Competency in MS Office (Word, Excel, PowerPoint, Publisher), CMS, and survey tools (e.g., Typeform).
• Experience using online analytics tools such as Google Analytics and FB Insights.
• Strong organizational skills, self-motivation, detail orientation, and ability to prioritize multiple tasks effectively.
• Proven ability to collaborate across teams, meet deadlines, and deliver high-quality work with minimal supervision.
• Excellent interpersonal and written/verbal communication skills.
• Strategic thinker, capable of solving complex problems.

Perks and Benefits

• Pet-friendly workplace.
• Life and medical Insurance.
• Employee discounts.
• Opportunities for career growth.
• Fast-paced and dynamic environment.