Senior Manager, CRM

About This Role

This role is responsible for leading the strategy, planning, and optimization of customer retention programs, specifically focusing on email, SMS, direct mail, and loyalty initiatives. The Senior Manager will drive measurable improvements in repeat customer KPIs and achieve financial targets through data-driven strategies.

Responsibilities

• Own email, SMS, loyalty, and direct mail channels to drive measurable improvements in repeat customer KPIs and achieve financial targets
• Develop and maintain a comprehensive calendar, roadmap, and learning agenda for retention programs
• Track, analyze, and report on campaign metrics weekly and monthly, providing actionable insights
• Lead third-party platforms and partners (e.g., email/SMS providers, direct mail vendors, loyalty tools, and agencies)
• Create and optimize email and SMS strategies to support product launches, retention, loyalty, segmentation, and lifetime value growth
• Set up, schedule, and deploy email/SMS programs with flawless execution and on-time delivery
• Submit strategic creative briefs for campaign assets and copy, collaborating with design and content teams
• Establish brand best practices for campaign strategy and asset requests, developing new processes to enhance cross-functional collaboration
• Lead A/B testing roadmaps to refine campaigns, boost engagement, and improve financial outcomes
• Assist the eCommerce team with site content QA and campaign launches

Requirements

• 5+ years of experience in eCommerce or digital marketing for a high-growth consumer brand
• Strong experience managing and optimizing multi-channel retention programs (email, SMS, loyalty, direct mail)
• Proven success driving strong growth for CRM channels
• Demonstrated success collaborating with creative, design, and cross-functional teams
• Ability to prioritize and manage multiple complex projects simultaneously with impeccable attention to detail
• Excellent verbal and written communication skills and high adaptability
• Experience with Klaviyo (ESP)
• Knowledge of email deliverability best practices, CAN-SPAM, GDPR, and basic HTML coding
• Flexibility to work PDT business hours

Qualifications

• 5+ years of experience in eCommerce or digital marketing for a high-growth consumer brand

Nice to Have

• Experience with Attentive (SMS platform)
• Familiarity with Shopify/Shopify Plus or similar CMS platforms

Skills

* Required skills

Benefits