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Loyalty/CRM Marketing Manager - Home Goods Brand

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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 

MUST HAVE EXPERIENCE WITH: 
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 
 

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