Digital Customer Relationship Manager (CRM)

Summary:Responsible for email and Customer Relationship Management to drive consumer retention and conversion initiatives to support our e-commerce business and brand growth. The CRM Manager develops strategic and tactical plans across multiple channels and site experiences that drive sustained and profitable business growth. This person will partner with other department team members and channel managers to optimize the execution of efforts. Core Duties and Responsibilities:Support e-commerce businesses through profitable customer retention strategiesManage and execute life-cycle retention strategies across several sites and marketing channels.Collaborate with marketing, product development, and customer service teams to develop and report on Consumer Insights using data-driven segmentation and customer journey strategies across all marketing channels.Develop, publish, and track the progress of a framework for improving customer retention, improving customer satisfaction, and increasing customer lifetime value.Support traditional acquisition channels by developing audience-based testing plans, helping optimize, track, and own customer-level performance.Serve as the technical expert for marketing technology, including email, SMS, CDP, and Google AnalyticsAssists and directs relevant workflow. Plans work for timely completion. As needed, assists with production. Makes suggestions for improvement.

QualificationsAbility to strategize cohesive customer acquisition and retention strategies based on in-depth knowledge of marketing channel dynamics, including search, display, email, and mobile marketing channels.Deep knowledge of key digital and customer marketing KPIsExperience with tools such as Klaviyo, Yotpo (Loyalty Programs), Shopify, Google Analytics, etc.Comfort participating in weekly, monthly, and quarterly business reviews to develop proactive and reactionary marketing initiatives.2-4 years of digital marketing and e-commerce experience, with a demonstrated background in segmentation and channel management and a track record of driving business growth.Highly analytical and comfortable with setting targets and creating forecasts.A ‘customer-centric’ mentality and experience driving audience-based initiatives.An innate curiosity and ability to breakdown complex analysis into concise, straightforward recommendations and marketing initiativesExperience working with data visualization.Demonstrated time management skills with the ability to prioritize multiple work streams.

Preferred Educational Requirements:Bachelor's degree in business, marketing, or communication

DisclaimerThis job description indicates the general nature and level of work expected.It is not designed to cover or contain a comprehensive listing of duties and responsibilities of employees assigned to this job. Employees may be asked to perform other duties as required.