Loyalty / CRM Marketing Manager - Home Goods Brand

East Bay
Job Terms:
Start date:
posted by:
Jessica Cizek

Job Description:

The CRM and Loyalty Marketing team is responsible for the overall development and growth of the brand's Rewards Program. They are looking for an experienced CRM Manager (4+ years of experience) to develop, execute, hindsight and refine multi-channel acquisition and retention strategies which will profitably drive customer retention, traffic and sales. The CRM Manager will continuously balance using data with creative, system and resource considerations to drive decision making. S/he will work to ensure that the program is being marketed consistently across vehicles and that members have a seamless experience in-store and online. This role requires the individual to work closely with internal business partners across the organization and external vendors to drive results. 

Principal Duties and Responsibilities: 
Develop and execute a comprehensive customer lifecycle contact strategy to maximize member retention and LTV 
Create advanced offer and customer segmentation test plans for seasonal and non-seasonal campaigns to drive traffic, sales and ROI 
Work with cross functional business partners, including merchandising, creative, email, online, store operations and external vendor team members, to deliver offers, creative content and customer data on time and in a flawless manner 
Manage and deliver a seamless and engaging experience for members in-store and online  (email, site, and social media) 
Develop best practices in email, testing, web usability principles 
Analyze campaign results and continuously refine strategies through a test and learn approach 
Oversee member insight initiatives and loyalty program benchmarking 
Provide program administrative and customer service support as needed 

Managing Vendors 
Project management 
Creative briefs (helping to lead cross-functional teams to deliver on-brand and cohesive creative assets) 
Reward Programs 
Retention Marketing (e.g. helping to build email cadence to retain or reactivate customers) 

Additional Day to Day: 
Reporting of key metrics referencing goals (e.g. Monday Reporting and SMS results document) 
Managing relationships with external partners 
Working with internal partners to manage projects 
Execute campaigns based on time lines 
Setting up and Testing bar codes 

Client Description:

Home goods brand, but you will be employed by Aquent. Freelancing long-term with Aquent gets you access to some pretty cool things: You're paid weekly with the option for direct deposit Subsidized health (including term life and LTD) and dental benefits after your first four weeks of work (averaging at least 20 hrs/wk) Access to Fidelity 401(k) Access to FSA Program (pre-tax payment toward Bart passes, etc.) Access to our Talent Rewards Program (we reward for referrals!) Access to free online courses via Aquent's Gymnasium to help you develop your skills: http://gymnasium.aquent.com/ Access to free online courses via Lynda.com Aquent support: your Aquent Agent checks in with you during the course of your contract to make sure you're happy and progressing according to your expectations (we're also there to be looking for new opportunities for you when you're close to wrapping up).


Minimum 4 years of CRM experience in a fast paced, multi-channel, retail environment 
Strategic thinker with strong analytical skills to synthesize complex data sets into actionable steps/initiatives 
Experienced in building loyalty program contact strategies and campaigns 
Solid understanding of customer segmentation and offer testing principles with a track record of applying these principles to deliver incremental sales and profit 
Must have hands-on experience in the creative development process for email and online content 
Strong oral and written communication skills with the ability to build relationships across functions and levels to drive results 
Strong time and project management skills with ability to work on multiple projects simultaneously 
Self disciplined and motivated in an environment that requires creativity and strong attention to detail 
Ability to anticipate needs, innovate and flourish in a fast-paced retail environment 
Proficient with Macintosh and MS Office Suite 
BA or BS Degree required