CRM Manager
24 Seven Talent
We are partnering with a growing fashion and lifestyle brand seeking a strategic, analytical, and hands-on CRM Manager to lead customer retention and lifecycle marketing across email and SMS. This individual will own the end-to-end customer journey, developing personalized campaigns, automated lifecycle programs, and data-driven retention strategies to increase repeat purchases, customer lifetime value, and brand loyalty. The ideal candidate combines strategic thinking with strong execution and thrives in a fast-paced, growth-oriented environment. This role will collaborate closely with Marketing, Creative, eCommerce, and Merchandising teams to deliver engaging customer experiences that drive measurable business results. CRM & Lifecycle Strategy Develop and execute a comprehensive CRM and customer retention strategy across email and SMS. Build, optimize, and manage automated customer journeys, including welcome, abandoned cart, browse abandonment, post-purchase, cross-sell, win-back, and reactivation flows. Identify opportunities to improve repeat purchase rates, customer lifetime value, average order value, and customer engagement. Own lifecycle marketing initiatives from strategy and planning through execution and performance analysis. Email & SMS Marketing Manage the email and SMS marketing calendar, including product launches, promotions, seasonal campaigns, and brand initiatives. Lead campaign execution from briefing and segmentation through QA, deployment, and reporting. Collaborate with Creative and eCommerce teams to develop compelling, on-brand messaging and customer experiences. Ensure campaigns are optimized for engagement, conversion, and revenue performance. Develop customer segmentation strategies based on purchase behavior, engagement, lifecycle stage, and customer value. Leverage eCommerce and CRM platform data to create personalized campaigns and automated customer experiences. Build and execute A/B testing strategies to optimize messaging, creative, offers, timing, and customer journeys. Monitor key performance metrics, including retention rate, repeat purchase rate, revenue per recipient, conversion, and customer lifetime value. Translate performance insights into actionable recommendations and ongoing improvements. Loyalty & Customer Engagement Support loyalty, rewards, referral, and customer advocacy initiatives. Develop strategies to re-engage inactive customers and strengthen relationships with high-value customers. Incorporate reviews, user-generated content, and personalized recommendations into lifecycle campaigns. Campaign Optimization & Cross-Functional Collaboration Maintain email and SMS deliverability, list health, consent management, and compliance best practices. Conduct thorough campaign QA to ensure accuracy across segmentation, links, personalization, and mobile experiences. Partner with Marketing, Creative, Merchandising, and eCommerce teams to align CRM initiatives with business objectives. Present campaign performance, customer insights, and growth opportunities to marketing leadership. Qualifications 5+ years of experience in CRM, lifecycle marketing, retention marketing, or email/SMS marketing, ideally within a DTC or eCommerce brand. Proven experience developing and executing customer retention strategies that drive measurable revenue growth. Strong hands-on experience with Klaviyo highly preferred , or comparable platforms such as Iterable or Bloomreach. Expertise in email and SMS automation, customer segmentation, personalization, and lifecycle journey development. Strong understanding of retention metrics, customer lifetime value, repeat purchase behavior, and campaign performance.Experience with Shopify or comparable eCommerce platforms and customer data analytics. Demonstrated ability to build and optimize automated flows and execute sophisticated A/B testing strategies. Experience managing campaign calendars, creative briefs, and cross-functional projects. Strong analytical skills with the ability to translate data into actionable business recommendations. Exceptional attention to detail, organization, and communication skills. Comfortable balancing strategic planning with hands-on campaign execution. #J-18808-Ljbffr
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