CRM Lead

Role Description

We are looking for a CRM Lead to take full ownership of the CRM, email marketing, and loyalty functions, for all brands under Soleil Collective. In this senior individual contributor role, you will drive the end-to-end strategy and execution of email and SMS programs, from building sophisticated customer segments and automation journeys to designing and optimizing loyalty-driven reacquisition campaigns through rigorous testing and data-driven insights. You will be the internal CRM and loyalty subject matter expert, collaborating closely with cross-functional teams to deliver campaigns that deepen customer engagement, drive retention, and maximize lifetime value — all on time and on brand. This role is ideal for a highly autonomous, analytically strong CRM professional who thrives on ownership and making a measurable impact without a managerial remit. This role will be remote working arrangement, preferable in the west coast of US.

Responsibilities

• Own and drive the overall CRM, email marketing, and loyalty/retention strategy, ensuring full alignment with Soleil Collective's business objectives, goals, and priorities.
• Lead end-to-end email production: planning, briefing, scheduling, executing, testing, and optimization of reacquisition and loyalty-focused email campaigns to a high standard of excellence.
• Architect sophisticated customer segments, automation workflows, and multi-touchpoint customer journeys within the ESP, with a focus on driving retention, engagement, and loyalty.
• Design and manage the loyalty program strategy, including tier structures, rewards mechanics, member communications, and lifecycle touchpoints that drive long-term customer value.
• Own the strategic roadmap for automation, segmentation, and ad hoc communications across SMS channels, ensuring cohesive and effective cross-channel loyalty and reacquisition execution.
• Set and uphold quality assurance standards across service, promotional, transactional, and loyalty email campaigns, establishing scalable QA processes.
• Act as the go-to CRM and loyalty subject matter expert within the marketing team, proactively sharing industry trends, learnings, and actionable insights with stakeholders.
• Drive continuous optimization of reacquisition and loyalty programs through rigorous A/B and multivariate testing across creative, copy, timing, offers, rewards, and targeting.
• Lead cross-functional collaboration with internal and external partners to ensure campaigns and loyalty initiatives launch in a timely, consistent, and on-brand manner.
• Own reporting cadence — daily, weekly, and monthly — across all CRM, email, and loyalty activities, translating performance data into clear strategic recommendations.
• Proactively identify, scope, and implement opportunities to improve the effectiveness and efficiency of CRM and loyalty programs, taking full ownership from ideation to execution.

Qualifications

• 5+ years of hands-on professional experience in CRM, email marketing, SMS, and loyalty program management, with a strong track record of independently owning and scaling programs.
• Must have multi‑regional and multi‑brand CRM experience.
• Proven experience of owning design and managing loyalty programs, including rewards structures (e.g. subscribe and save), member segmentation, and lifecycle communication strategies.
• Deep expertise in HTML/CSS coding for email, responsive design, and cross-client rendering.
• Strong knowledge of email deliverability, authentication best practices (SPF, DKIM, DMARC), and CRM industry standards.
• Highly analytical, with the ability to independently translate data into strategic recommendations and present findings clearly to stakeholders.
• Exceptional project management skills and attention to detail, with the ability to juggle multiple workstreams autonomously.
• A confident collaborator and influencer who can align cross-functional teams without formal authority.
• Excellent verbal and written communication skills, with the ability to communicate complex ideas simply and compellingly.
• Self-driven and highly adaptable — thrives in a fast-paced environment with the ability to anticipate needs, prioritize, and deliver with minimal direction.
• A proactive, solutions-oriented mindset with a strong sense of ownership and accountability.