CRM & Loyalty Manager

About This Role

Job Overview

CRM & Loyalty Manager will be responsible about creating exceptional customer journeys, ideally with a background as an active pet parent, fostering a genuine love for animals. As a self-driven and analytical individual, you bring a track record of propelling revenue growth and bolstering customer retention across diverse segments. You possess a hands-on approach in developing, executing, and evaluating customer retention campaigns, coupled with a profound obsession for analytics. Your forte lies in rolling up your sleeves to implement iterative strategies, utilizing A/B testing and experimentation for swift execution and optimization. Collaborating closely with our team, you will spearhead the implementation of inventive, customer-centric approaches to heighten customer Lifetime Value (LTV). Your expertise in analyzing cohorts and leveraging data-driven insights will be instrumental in making impactful decisions that drive sustainable growth.

Responsibilities

• Develop initiatives and lead the execution of the retention marketing programs across web, email, push, in-app, SMS, and CRM marketing initiatives.
• Partner cross-functionally to execute personalized customer experiences and segmentation programs that drive customer engagement and repeat conversion.
• Define customer segmentation, perform cohort analysis, measure, and regularly report on key retention KPIs.
• Own, define, deploy, and optimize retention marketing programs inclusive of email, SMS, and loyalty communication strategies.
• Define, execute, measure, and improve win-back directions and campaigns
• Report Key Performance Indicators (KPIs) to the leadership team including detailed campaign performance.
• Identify and propose opportunities to optimize customer retention and loyalty programs based on a clear understanding of customer & company goals and needs.
• Analyze site metrics and sales information to identify opportunities to increase sales and site conversion.
• Work cross-functionally with design, and editorial to design, build and execute automated, triggered campaigns, lifecycle, and ad-hoc campaigns across direct marketing user journeys (email, SMS, and other messaging delivery applications).
• Identify and execute opportunities to increase sales and site/app conversion.
• Support ongoing testing and segmentation tactics for all channels to ensure continued innovation and optimization for engagement and retention.
• Help build CMS pages on-site and in-app to improve the customer journey.

Requirements

• 5–7+ years’ experience in retention and email marketing roles.
• Strong background in e-commerce / direct-to-consumer environments.
• Hands-on experience with email marketing and automation platforms (e.g., Netcore, HubSpot, Salesforce, Responsys, MoEngage).
• Creative mindset with confidence in leading and owning campaigns/products.
• Basic knowledge of HTML and AMP; SQL is a plus.
• Experience with data visualization tools (e.g., Power BI, Google Data Studio).
• Familiarity with loyalty programs is an advantage.
• Basic design skills (e.g., Photoshop) are a plus.
• Strong proofreading and copy-editing skills across emails, reports, and newsletters.
• Proficient in analyzing campaign performance and customer behavior.
• Solid understanding of marketing principles and email best practices.
• Advanced MS Office skills (Word, Excel, PowerPoint) and experience with CMS & survey tools (e.g., Typeform).
• Experience with analytics tools (e.g., Google Analytics, Meta/Facebook Insights).
• Strong collaboration skills; able to work under tight deadlines with minimal supervision.
• Highly organized, detail-oriented, and able to prioritize effectively.
• Strong communication and interpersonal skills.
• Strategic thinker with problem-solving capabilities.

Benefits

• Pet-friendly workplace.
• Life and medical Insurance.
• Employee discount.
• Career growth opportunities.
• Fast paced and dynamic environment.