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- Christie Bridges
The Senior Manager of CRM is responsible for developing customer-centric programs that drive customer acquisition, retention, personalization, loyalty, and profitable, long-term customer relationships – from ideation, planning, development to execution, tracking, analyzing. The Sr Manager CRM will leverage, manage and maintain data-driven activations across all consumer-facing channels, track and measure all brand owned data across all activation channels including, but not limited to, email, sms, direct mail, media, social as well as provide data-driven consumer insights across the customer’s lifecycle and multi-channel touchpoints.
Take a consumer-centric approach to CRM efforts to acquire, retain and engage the brands consumer database.
Collaborate with multiple stakeholders including, but not limited to executive management, category heads, media and cross-functional teams, external vendors, retailers & marketing partners to evolve the data driven marketing roadmap and drive data driven programs and initiatives
Maximize all opportunities to cross-reference and merge learnings from multiple data sources, (i.E., CRM database and Retailer databases) to create multi-channel strategies
Set ambitious email database name collection goals, implement strategies to meet or exceed goals, liaise with the Legal team to ensure tactics are compliant with company guidelines
Blend brand marketing with direct marketing principles to deliver enhanced solutions and/or new recommendations to build and improve customer experience throughout every step of a consumers’ life cycle and the customer experience with line-of-site toward measuring and improving results
Support strategic brand objectives, launches, and activities as well as annual plans to drive business results
Fully leverage first party customer data to more precisely segment target audiences, refine multiple-channel multiple-step customer communication, increase conversion, repeat and retention rates, LTV; grow the number of active and loyal customers as well as reduce churn.
Ensure data driven marketing cadence aligns with broader Marketing and brand calendars
Serve as main point of contact between category teams and CRM team
Partner with Marketing to support major new product category initiatives
Partner with Media & Division Lead to activate 1P customer data at scale
Manager CRM vendors and partners
Track KPIs and provide monthly recap with insights to inform future execution
5+ years of relevant experience in CRM, digital project management, performance marketing
Must have proven track record in driving CRM strategies, database growth, digital engagement, and analytics across channels
Analytical skills and in-depth database segmentation experience
Ability to digest data and translate it into clear, meaningful, and actionable insights
Affinity for marketing technology, systems
Strong project management skills.
Highly organized with excellent teamwork skills.
Ability to work closely with a large group of stakeholders representing various areas of business
Ambitious, resilient, agile, self-starter
Must possess excellent creative, verbal and written communication skills
Experience with Salesforce suit is a plus