CRM Marketing Manager (Hybrid from NY)
About the position This is a hybrid role with three weeks per month onsite (Mon. – Thurs.). The fourth week is fully remote. The CRM Manager will be responsible for developing and executing data-driven CRM strategies to enhance customer engagement, retention, and lifetime value. You will own the end-to-end management of customer journeys, from creation to optimization, and drive innovation through testing and continuous improvement. This role requires a strategic thinker with hands-on experience in CRM tools and a passion for delivering exceptional customer experiences.
Responsibilities
- CRM Strategy Development: Partner with Director of Retention Marketing to design and implement CRM strategies to drive customer acquisition, engagement, retention, and loyalty.
- Collaborate with cross-functional teams, including marketing, e-commerce, and retail, to align CRM initiatives with broader business goals.
- Customer Journey Management: Create new, personalized customer journeys across email, SMS, and other channels.
- Collaborate with Direct Mail team on segmentation and journey management for catalog buyers.
- Own and optimize existing customer journeys through continuous analysis and improvements.
- Ensure a seamless omnichannel experience that integrates e-commerce and retail touchpoints.
- Testing and Optimization: Develop and maintain a robust testing roadmap for CRM initiatives.
- Conduct A/B and multivariate tests to improve campaign performance, engagement rates, and conversion metrics.
- Analyze test results and implement data-driven recommendations to enhance effectiveness.
- Performance Tracking and Reporting: Monitor key CRM metrics (e.g., open rates, click-through rates, conversion rates, and CLV).
- Generate detailed reports to evaluate campaign performance and identify opportunities for improvement.
- Share insights with stakeholders to guide future strategies.
- Data and Segmentation: Leverage customer data to create advanced segmentation strategies for targeted and personalized communications.
- Ensure data integrity and compliance with privacy regulations (e.g., GDPR, CCPA).
- Tool Ownership: Manage CRM platforms and ensure they are configured to meet business needs.
- Develop a close working partnership with the Email Service Provider and in-house teams to lead progress on departmental goals, including HTML template enhancements, mobile optimization, data-driven personalization, and more.
- Stay updated on industry trends and emerging CRM technologies to recommend enhancements.
- Partnership with IT/Development: Collaborate with IT and Development teams to execute new customer journeys effectively.
- Ensure seamless integration of CRM strategies with technical infrastructure.
- Provide input on system requirements and enhancements to support CRM initiatives.
Requirements
- Strong attention to detail and organizational skills.
- Excellent communication skills, both written and verbal.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite.
- Ability to multitask and meet deadlines in a fast-paced environment.
- Bachelor’s degree in Marketing, Business, or a related field.
- 3-5+ years of experience in CRM, email marketing, or a related role, preferably in e-commerce or retail.
- Proficiency in CRM platforms (e.g., Salesforce, Klaviyo, HubSpot) and email marketing tools.
- Strong analytical skills with the ability to interpret data and derive actionable insights.
- Hands-on experience with A/B testing, multivariate testing, and personalization strategies.
- Excellent project management and communication skills.
- Knowledge of data privacy regulations and compliance requirements.
Nice-to-haves
- Experience with project management tools (e.g., Asana, Trello, or similar) is a plus.
Benefits
- This position may also be eligible for annual merit increase, bonus, and/or incentive compensation.
- We also offer a comprehensive benefits package including paid time off, health, dental, vision, and disability benefits.
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