Senior CRM Manager

COMPANY OVERVIEW

Tommy John is a comfort-focused lifestyle brand committed to solving the problem people have with their clothing. Most well-known for reimagining the fabric, fit and function of underwear, intimates, and loungewear, Tommy John has spent the past decade making the online and in-store shopping experience more comfortable. We are constantly on a mission to add smart, innovative, and fun-loving team members, and are looking for a CRM Manager to come join our New York based headquarters.

POSITION OVERVIEW

We are seeking someone with an analytical marketing mind to drive multi-channel retention efforts. This individual will report to the Senior Director of Performance Marketing and be responsible for helping to deliver a best-in-class customer experience, driving sales, increasing customer engagement, optimizing the CRM program for maximum performance, leveraging iterative testing and data analysis. This is a great opportunity for someone with a strong background in email marketing and SMS.

PRIMARY RESPONSIBILITIES

Own daily operations of the CRM program, including but not limited to developing CRM marketing calendar, deployment and QA of all Email/SMS campaigns, and analysis and optimization of key business metrics within retention channels Oversee and report on key retention KPIs including: program revenue, repeat rate, repeat revenue, conversion, click-through-rate and revenue per send. Continuously optimize segmentation strategy to elevate the customer experience, and maintain optimal engagement Develop VIP messaging strategy to build and maintain brand loyalty, working cross-functionally with CX and Creative Teams Responsible for compilation and delivery of all promotional briefs, working with marketing and creative teams to ensure timely and thorough delivery of all requests. Compile, analyze and deliver weekly, monthly, quarterly, and yearly reports and insights to identify optimizations within the current CRM program Optimize sign-up units to maximize capture rate and customer acquisition Manage overall list health, engagement, and deliverability Assist in the development, execution, and evaluation of A/B testing across channels to develop best practices playbook

QUALIFICATIONS, SKILLS, & EXPERIENCE

Bachelor’s Degree in Marketing/Communications or related field 4-6 years’ experience in CRM marketing (Email + SMS) Experience implementing and managing email and SMS campaigns driven by personalization, behavioral data, and customer segmentation Experience manager loyalty programs preferred Experience working with Klaviyo and Attentive as well as third-party analytics tools, with a thorough understanding of CRM analytics and deliverability metrics. Strong attention to detail, self-motivation and ability to work collaboratively Exceptionally strong written, verbal and interpersonal communication Proven ability to multitask in a fast-paced environment Ability to be on-site in our HQ Office in Lower Manhattan 3 days per week Demonstrated alignment with TJ core values: Humble, Adaptable, Mindful, GSD 2.0, & Curious Salary Range: $130,000 - $140,000

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