Senior Manager, CRM & Loyalty

The Senior Manager, CRM & Loyalty is a strategic and hands-on leader responsible for owning Windsor’s customer lifecycle marketing and loyalty strategy. This role will lead a team of three lifecycle marketers and play a critical role in shaping how Windsor acquires, engages, retains, and grows customers across channels.As the customer experience champion, this leader will develop and execute data-driven, omni-channel lifecycle programs while spearheading the rollout and ongoing evolution of Windsor’s loyalty and customer engagement strategy. The ideal candidate brings a strong blend of strategic thinking, analytical rigor, people leadership, and deep experience building CRM and loyalty programs that drive meaningful customer relationships and revenue growth.Essential Job Functions & Responsibilities:Customer Lifecycle & CRM StrategyServe as the customer experience champion and owner of the Windsor customer journey map, delivering timely, relevant, and value-driven communications across the full customer lifecycleDevelop, implement, and optimize omni-channel lifecycle marketing programs across email, SMS, and push notificationsIdentify gaps in retention and engagement to drive repeat purchase, increased share of wallet, and long-term brand affinityDrive personalization and dynamic content strategies to improve engagement, conversion, and lifetime valueLoyalty & Customer EngagementIn partnership with the VP of Omnichannel Marketing, lead the strategy, launch, and ongoing optimization of Windsor’s loyalty program across online and in-store channelsGrow the loyalty program into a best-in-class customer engagement platform that drives retention, frequency, and advocacy without relying on promotional offers and couponingPartner cross-functionally to ensure loyalty benefits, messaging, and experiences are clearly communicated and consistently executedData, Insights & OptimizationDirect audience segmentation, targeting, and data queries to support lifecycle programs and ad-hoc campaignsOversee analysis and reporting of complex data sets to generate actionable insights and inform program strategyOwn CRM testing and experimentation roadmap, measuring real-world impact of lifecycle, loyalty, and optimization effortsEnsure performance metrics and learnings are shared and embedded into ongoing team workflowsTeam & Cross-Functional LeadershipLead, coach, and develop a team of three lifecycle marketers, fostering a culture of accountability, innovation, and continuous improvementPartner closely with Marketing, E-commerce, Creative, Analytics, Store Operations, and IT teams to improve customer experience and unlock revenue opportunitiesDrive the CRM, segmentation, and reporting roadmap in collaboration with internal technical teams and external partnersPlatform & Execution ExcellenceOversee day-to-day management of customer databases and ESP platformsEnsure email, SMS, and push programs follow best practices to maximize deliverability, engagement, traffic, and revenueManage third-party vendors and partners, including roadmap planning, issue resolution, and collaborative working sessionsSupport customer file growth through best-in-class data capture, hygiene, onboarding, and attrition prevention tacticsKey Qualifications & Requirements:5+ years of experience in CRM, lifecycle marketing, or database marketing rolesProven success building, scaling, and optimizing lifecycle programs across acquisition, onboarding, retention, promotions, and win-backStrong background in segmentation strategy, CRM infrastructure, personalization, and lifecycle roadmap planningDemonstrated experience developing, managing, and growing loyalty programs (omni-channel experience strongly preferred)Advanced analytical skills with the ability to synthesize complex data into clear insights and recommendationsProven ability to translate strategy into executable plans and drive programs to completionExperience executing and measuring email, SMS, and app push campaignsTrack record of identifying and testing new growth opportunities tied to company goalsBachelor’s degree in Marketing or a related field preferred4+ years leading lifecycle marketing planning, CRM roadmaps, analytics, email, and loyalty programsExperience in omnichannel and DTC industries (retail and/or fashion strongly preferred)Demonstrated ability to partner with IT on database and CRM development initiativesExperience with data and reporting tools (e.g., Alteryx, Tableau, BI)Hands-on experience with ESPs (Listrak a plus)Working knowledge of SQL and JavaScript; familiarity with HTML and PhotoshopProficiency in Microsoft and Google productivity toolsStrong storytelling skills with the ability to present insights and recommendations to senior leadershipExecutive presence with a collaborative, relationship-driven leadership stylePhysical/Environmental Demands and Overtime & Availability:Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Sedentary work. Exerting up to 10 pounds of force occasionally and/or a small amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Adequate movements (motions) of the wrists, hands, and/or fingers. Team members are required to have close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.Job descriptions are merely a summary of the position. Duties and responsibilities are subject to change and may include any other that management finds necessary to successfully maintain business operations.WINDSOR EQUAL OPPORTUNITY EMPLOYER #J-18808-Ljbffr