Manager, CRM & Loyalty - WSS

Overview This hybrid position will be located at our WSS office in Gardena, CA. Expected in‑office schedule is three days a week, Tuesday, Wednesday, and Thursday. The Manager, CRM & Loyalty will build and scale our customer engagement ecosystem across email, SMS, and owned channels, sitting at the intersection of marketing, data, and technology. Responsibilities Build & Scale CRM Infrastructure Develop and evolve WSS’s CRM & Loyalty lifecycle marketing strategy from the ground up. Define and verify data flows across ESP, CDP, SMS platforms, and analytics tools. Partner with marketing and IT/data teams to ensure clean, reliable, and actionable customer data. CRM & Loyalty Strategy & Lifecycle Execution Oversee end‑to‑end lifecycle strategy across all customer touchpoints, including in‑store (POS), online (My Account), email, SMS, push channels, and advertising syndication. Design and launch automated journeys (acquisition, onboarding, retention, win‑back). Drive personalization using behavioral, transactional, and engagement data. Segmentation & Customer Intelligence Build scalable segmentation frameworks tied to lifecycle stage, purchase behavior, customer value, demographic, DMA, etc. Identify high‑impact audience opportunities to improve retention and LTV. Translate insights into targeted campaigns and cross‑channel strategies. Reporting & Omnichannel Analytics Own CRM & Loyalty performance reporting, connecting engagement metrics to revenue outcomes. Develop dashboards for cohort analysis, retention trends, and repeat purchase behavior. Contribute to a unified view of the customer across retail, eCommerce, and paid channels. Cross‑Functional Leadership Partner with store operations, training, retail marketing, digital/ecommerce, merchandising, and paid media teams. Align CRM & Loyalty strategy with promotional calendars and business objectives. Act as the internal expert on lifecycle marketing, customer data, and CRM performance. Qualifications 4–5 years of experience in CRM, loyalty, lifecycle marketing, or marketing technology within retail or eCommerce. Proven experience building or significantly restructuring CRM programs from the ground up. Ability to evaluate, implement, and optimize best‑in‑class tools across the CRM and data stack. Hands‑on experience with modern CRM & loyalty ecosystems, including platforms such as Attentive and Salesforce Marketing Cloud. Strong familiarity with data infrastructure, including Snowflake or similar warehouse solutions and/or Power BI. Experience activating and integrating customer data across CDPs/DMPs and identity platforms such as LiveRamp. Exposure to personalization and testing tools such as Nosto. Deep understanding of segmentation strategy, lifecycle design, and CRM performance measurement. Experience in high‑volume retail environments (footwear, apparel, or similar) strongly preferred. Benefits Annual base salary range $100,000–$120,000 / year. Short‑term incentives aligned with individual and company performance. Paid Time Off, Paid Parental Leave. Life, Medical, Dental, and Vision Coverage – Individual and Family Plans. Self‑Development & Recognition Programs. Bonus Incentive Program. Advancement Opportunities. 401(k) Retirement Plan and HSA Contributions. 30%–50% Employee Discount – Friend & Family Events. Community Engagement Opportunities. About WSS WSS is the premier footwear retailer in the U.S., operating neighborhood‑based stores that offer a large selection of athletic, dress, fashion and casual footwear for the entire family. WSS carries top-name brands such as Nike, Jordan, Vans, Converse, Adidas, Puma, Skechers, etc., and private brands that add value. WSS is an Equal Opportunity Employer, committed to a diverse and inclusive work environment. #J-18808-Ljbffr Foot Locker