CRM / Retention Manager – Email & SMS

This is a fully remote position, open to applicants in New York.

📋 Description

• Oversee the planning, development, execution, analysis, and enhancement of email and SMS marketing programs.

• Take charge of creating and executing effective retention marketing campaigns through email and SMS channels.

• Collaborate with marketing and creative teams to develop and utilize email segmentation and personalization strategies to better engage, retain, and reactivate customers.

• Manage personalized trigger communications to enhance customer engagement and conversion via email and SMS.

• Work collaboratively with various teams to design campaigns that align with brand style guidelines.

• Cultivate a comprehensive understanding of consumer behavioral, lifestyle, transactional, and demographic data to deliver relevant marketing initiatives through email and SMS, aiming to boost consumer loyalty and increase their lifetime value to the business.

• Improve the email and SMS briefing process and coordinate with the Creative Team for asset creation, feedback, and approval.

• Spearhead the implementation and management of the loyalty program, devising new strategies to engage customers.

• Design and execute programs for lifestyle management and initiatives targeting lapsed customers to enhance repeat purchase rates and customer loyalty.

• Lead the implementation of a Customer Data Platform (CDP).

• Define and monitor essential email and SMS KPIs, while establishing a framework for overall customer retention objectives.

• Supervise analysis and competitive benchmarking to assess email effectiveness and inform future strategies, sharing insights with cross-functional teams through presentations and email updates.

• Consistently innovate to enhance customer experience and improve overall retention metrics.

• Act as an internal data specialist for user retention and lifecycle activities.

⛳️ Requirements

• A minimum of 3 years of experience in a digital marketing role, preferably in a fast-paced business setting.

• Proven experience in managing an email and SMS program, with the capability to leverage specific audience segments and personalize content for relevant customer cohorts.

• A strong passion for enhancing value and improving the customer experience.

• Exceptional analytical skills.

• Familiarity with Google Analytics.

• The ability to cultivate a test-and-learn environment and extract insights to drive incremental revenue for email and SMS initiatives.

• Experience utilizing a CDP to derive consumer insights and leverage data for actionable marketing initiatives.

• Proven track record in managing a loyalty program to improve customer retention metrics.

• Excellent communication skills, capable of working collaboratively across various departments.

• Strong project management capabilities.

• A creative professional with outstanding copywriting skills.

• Ability to operate both tactically and strategically with a keen attention to detail.

🏝️ Benefits

• We are dedicated to supporting one another and being there for our teammates—we consider ourselves an ADAY family.

• We value flexibility and accountability, encouraging our teammates to manage their own schedules (whether you're an early riser starting at 6 am or a night owl working at 10 pm, it's your choice) and to take time off as needed (we’re happy to share our favorite travel tips and adventures as well). We believe in working hard and relaxing just as hard.

• We are enthusiastic about the future of ADAY and the future of each team member. We are committed to personal growth and are here to support everyone on their journey, no matter what that entails.

• We recognize that diversity is our strength. We are committed to fostering diversity in all aspects and believe that every individual on our team has a valuable perspective that deserves to be heard, irrespective of their role or level of seniority.