CRM Specialist

POSITION SUMMARY:
As the CRM Specialist, you will support and execute the company's CRM strategy across Email and SMS, helping drive customer engagement, retention, and revenue growth. Reporting directly to the Sr. Director of Performance Marketing, you will work hands-on across Klaviyo and Attentive, leveraging customer data, segmentation, and performance insights to optimize campaigns and identify new opportunities. The ideal candidate is highly collaborative, detail-oriented, and data-driven, with a strong understanding of CRM and a passion for creating relevant, personalized customer experiences. You will work closely with cross-functional partners to ensure CRM initiatives support broader e-commerce and business goals.

RESPONSIBILITIES:
• Own and execute the Email and SMS strategy across Klaviyo and Attentive, including campaign planning, segmentation, personalization, testing, deployment, and optimization, with a focus on driving engagement, retention, repeat purchase, revenue, and customer lifetime value.
• Leverage customer data and CDP capabilities to develop actionable audience segments and personalized CRM strategies using customer behavior, transactional data, engagement, purchase history, and other first-party data.
• Own CRM measurement, reporting, and testing, utilizing Klaviyo, Attentive, Northbeam, GA4, CDP data, and other analytics tools to evaluate performance, understand attribution, identify customer and campaign trends, and translate insights into actionable optimizations.
• Manage the Email and SMS content calendar and campaign execution, partnering with Creative, E-commerce, Buying, Merchandising, and Performance Marketing to support product launches, promotional moments, brand storytelling, and broader business priorities.
• Serve as a collaborative, team-first CRM partner across Performance Marketing, E-commerce, Creative, Analytics, Merchandising, and Technology, proactively communicating opportunities, risks, results, and recommendations while working together to solve problems and move initiatives forward.
• Serve as the day-to-day owner of the CRM tech stack, including Klaviyo, Attentive, CDP, and related tools, partnering with internal teams and external platform partners on integrations, deliverability, data quality, troubleshooting, and ongoing platform improvements.

QUALIFICATIONS:

• 3+ years of experience in CRM, Email/SMS, retention marketing, or related digital marketing roles, preferably within DTC e-commerce, fashion, retail, or another consumer-focused business.
• Strong hands-on experience with Klaviyo or a comparable Email marketing platform, including campaign setup, segmentation, personalization, testing, reporting, and audience management.
• Experience with Attentive or a comparable SMS platform, with an understanding of SMS campaign execution, segmentation, testing, and performance measurement.
• Experience working with a Customer Data Platform (CDP) and first-party customer data to create audiences, customer segments, and personalized CRM campaigns.
• Strong analytical skills with experience using Northbeam or a comparable attribution platform, GA4, and CRM reporting tools to analyze performance, understand attribution, identify trends, and translate data into actionable recommendations.
• Highly collaborative, organized, detail-oriented, and solutions-focused, with strong communication skills and the ability to manage multiple priorities, work effectively across teams, receive feedback constructively, and thrive in a fast-paced environment.

$75,000 - $85,000 base salary (This range represents the low and high end of the anticipated base salary range for this NYC-based position. The base salary will depend on numerous factors such as: experience and qualifications for the role, experience level, skill set, and balancing internal equity relative to other AO employees.)

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, the job responsibilities may change at any time as necessitated by business demands.