CRM, Email & SMS Marketing Manager

Overview The CRM, Email & SMS Marketing Manager plays a critical role in driving customer engagement, retention, and lifetime value through the planning, execution, and optimization of Godiva’s Ecommerce life-cycle marketing program. This role blends strategy, creativity, copy-writing and analytics to deliver best-in-class communication experiences across email and SMS, ensuring every touchpoint reflects brand storytelling while achieving measurable business outcomes. Reporting to the Director of eCommerce, this role partners closely with Brand, Creative, Analytics, and Paid Media teams to deliver personalized, data-driven marketing initiatives that balance content and commerce, campaigns and journeys, and brand storytelling with performance KPIs. Key Accountabilities and Deliverables Campaign Planning & Execution Own and maintain the email and SMS campaign calendar, ensuring alignment with brand priorities, merchandising strategies, and business goals. Manage the briefing process and coordinate with creative partners for asset delivery, QA, and timely deployment of campaigns. Create and schedule all marketing and triggered sends using Godiva’s ESP and SMS platforms. Partner with the eCommerce and Merchandising teams to align channel communications with launches, promotions, and editorial moments. Support brand storytelling that supports Godiva’s premium luxury positioning, emphasizing craftsmanship, quality, ingredients and experience. Manage execution of campaigns from start to finish, including campaign strategy, creative briefs, copywriting, segmentation, QA, deployment, and post-send reporting. Develop copy for SMS and email content, subject lines, preview text, CTAs, etc. Life-cycle Marketing & Strategy Own the end-to-end CRM, email, and SMS marketing strategy, from acquisition through post-purchase retention and reactivation. Build and optimize automated lifecycle journeys (e.g., Welcome Series, Abandoned Cart/Browse, Post-Purchase, Loyalty, Winback, Milestones). Develop robust A/B testing programs to drive continuous improvement in engagement, conversion, and revenue performance. Partner with internal teams to ensure segmentation and personalization strategies align with broader CRM goals and customer insights. Collaborate with cross-functional partners to create campaigns that balance brand storytelling with commerce-driving CTAs. Analytics, Insights & Optimization Track and analyze key channel KPIs including open rates, CTR, CVR, unsubscribe rates, and revenue per send. Conduct post-campaign analysis and share insights to inform future strategy and creative decisions. Partner with Analytics team to deliver weekly and monthly reporting, highlighting performance trends and opportunities for growth. Lead testing and optimization across creative, send times, segmentation, and offer structures to maximize engagement and ROI. Monitor industry trends and competitive benchmarks to inform strategy and maintain best-in-class practices. Collaboration & Cross-Functional Alignment Work closely with Brand, Creative, and eCommerce teams to ensure consistent messaging across channels. Partner with Analytics and Paid Media to align CRM segmentation with cross-channel targeting and audience management. Own the day-to-day relationship with our Email and SMS providers. Coordinate with external vendors and agencies to ensure flawless campaign execution and reporting accuracy. Contribute to broader CRM initiatives, including data hygiene, loyalty integration, and personalization roadmaps. Budget Management Own the channel’s forecasting, budgeting, and monthly accruals. Ensure that monthly budget targets are met and channel ROAS is in line with goals. Create purchase orders and ensure processed invoices are on track. Skills and Experience Required 5–7 years of experience in CRM, Email, or SMS marketing for Ecommerce company (CPG, luxury or retail preferred). Hands-on experience with marketing automation platforms (Klaviyo, Listrak, Epsilon, Responsys, Attentive or similar). Excellent writing and copy editing skills Resilience in managing urgent, high-priority projects. Proven success in lifecycle marketing and automated journey management. Strong understanding of segmentation, personalization, and testing methodologies. Analytical mindset with ability to interpret data and translate insights into actionable strategies. Exceptional project management and organizational skills with ability to manage multiple initiatives in a fast-paced environment. Proficiency in Excel and analytics tools (GA4) Excellent communication and collaboration skills, with a balance of creative and analytical thinking. Qualifications Required Basic Qualifications Bachelor’s degree in Business, Marketing, or related field; advanced degree preferred. FMCG Experience Commercial acumen Experience working across more than one function or discipline Personal Attributes Required Flexibility and adaptability Ability to work independently and collaboratively Additional Job Details Base starting salary ranges from $105k - $126k/year. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. In addition to base pay, this role includes: An annual incentive opportunity awarded based on individual and company performance. A comprehensive benefits package designed to support your health, well-being, and financial security pladis is an Equal Opportunity Employer, committed to hiring a diverse workforce. All openings will be filled based on qualifications without regard to race, color, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion or any other classification protected by law. We operate a strict Preferred Supplier List. If you are a recruitment agency and wish to submit candidate to be considered for this vacancy, you must have agreed to, and signed, our terms of business. We will not accept CVs from any other sources other than those currently on our PSL. We will not pay a fee for any candidate that has not been represented by a provider on our PSL. #J-18808-Ljbffr Godiva Chocolatier