We're looking for a CRM Specialist to help drive one of the fastest growing and most dynamic segments of our business. This position plays a key role in nurturing customers throughout their lifecycle - from first purchase to brand loyalty and advocacy - by optimizing and executing automated email and SMS programs.
We are seeking an innovative, analytical, and technically savvy candidate to build, maintain, and execute both automated and manual campaigns that drive conversion and engagement across our e-commerce business. A data-driven mindset and strong attention to detail are essential for success in this role.
Key Responsibilities:
- Monitor and report on weekly campaign performance and testing, providing regular updates and optimization recommendations to the Sr. Retention Manager.
- Track and analyze customer engagement, setting goals to optimize campaigns and increase interaction over time.
- Manage retention channel analytics, including reporting insights and identifying opportunities for growth.
- Build, QA, and deploy all email and SMS campaigns and automated flows.
- Support the execution and growth of a multi-channel CRM strategy, including emerging platforms.
- Complete detailed campaign briefs, outlining objectives, messaging, design needs, product inclusions, and testing plans.
- Implement program updates related to broader lifecycle initiatives such as referrals, loyalty programs, subscriber retention, and memberships.
- Manage and maintain email/SMS marketing lists, ensuring compliance with GDPR and CCPA regulations.
Qualifications:
- 3+ years of DTC lifecycle reporting experience using Google Analytics, CRM segmentation tools, and channel-specific reporting platforms.
- 2+ years of hands-on experience executing email and SMS marketing campaigns (proficiency with Klaviyo, Attentive, HTML/CSS preferred).
- Strong analytical skills and data-driven approach; proficiency in Microsoft Excel required.
- Excellent attention to detail, particularly when creating audience segments, proofing content, and finalizing campaigns.
- Solid understanding of email/SMS best practices, accessibility standards, and platform/device limitations.
- Intellectual curiosity and a test-and-learn mentality focused on continuous improvement.
- Collaborative, team-oriented mindset and adaptability to a fast-paced environment.
- Experience with push notifications is a plus.
- Experience working with a Customer Data Platform (Segment preferred) is highly desirable.