Marketing Coordinator – CRM, Loyalty

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop, schedule, and execute SMS and email campaigns using Alpine IQ or other CRM platforms, from initial brief to final quality assurance.

• Implement retention, winback, and loyalty initiatives, offers, and automation processes.

• Conduct quality assurance checks on every send for precision, links, segmentation, compliance, and adherence to brand standards.

• Assist in A/B testing for subject lines, creative content, offers, and timing of sends.

• Create and manage audiences and segments based on purchasing behaviors, visit frequency, preferences, and loyalty tiers.

• Carry out CRM data entry and upkeep, including updates to customer profiles, loyalty point adjustments, opt-in and opt-out records, and list maintenance.

• Monitor retention and campaign key performance indicators (KPIs) and compile regular performance reports.

• Oversee campaign delivery and troubleshoot any sending failures, data synchronization errors, and issues related to audiences or automation.

• Act as the primary contact for store teams regarding CRM and loyalty inquiries, escalating complex issues as needed.

• Keep documentation of loyalty rules, tiers, processes, and customer-facing communications up to date.

• Manage inbound and outbound communications with loyalty members, addressing inquiries regarding points, rewards, tiers, account access, and communication preferences.

• Address escalated loyalty inquiries via phone and email.

• Draft, print, and send customer letters utilizing a company expense account.

• Maintain a record of customer interactions and outcomes to identify recurring issues and retention opportunities.

• Ensure that customer-facing communications align with state cannabis regulations, SMS and email consent requirements, and brand guidelines.

• Collaborate with the Marketing Manager on campaign priorities, customer journeys, and program modifications.

• Work with retail activators and store teams to facilitate in-store loyalty sign-ups and initiatives.

• Manage CRM vendor contacts and follow up on support tickets, fixes, and deliverables.

• Prepare presentation materials, slide updates, and one-page documents.

• Organize team meetings, take notes, and monitor action items.

⛳️ Requirements

• Bachelor's degree in Marketing, Communications, Business, or a related field, or equivalent experience.

• 1-3 years of practical CRM experience in building and sending email and/or SMS campaigns.

• Experience in customer service, preferably including phone support.

• Strong preference for experience with Alpine IQ (AIQ); experience with a similar CRM or email/SMS platform is also considered.

• Proficiency in creating audiences and segments from customer and purchasing data.

• Familiarity with Excel or Google Sheets for data entry, cleaning, and reporting.

• Comfortable using Microsoft Teams.

• Knowledgeable about Claude or ChatGPT AI platforms.

• Highly organized with a strong focus on detail, particularly regarding data accuracy.

• Exceptional written and verbal communication skills, with a professional phone demeanor and the capability to compose clear, friendly customer letters.

• Customer-centric mindset with patience and sound judgment in resolving member issues.

• Proactive problem-solver who can troubleshoot independently and escalate issues as necessary.

• Self-motivated and reliable in a remote work setting.

• Collaborative approach, comfortable working across teams and with vendors.

🏝️ Benefits

• Opportunity to work in a remote environment.

• Company expense account designated for mailing customer letters.

• Terrabis covers all postage and shipping expenses.