Senior CRM Manager

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

📋 Description

• Take charge of the email and SMS calendar for launches, education initiatives, promotions, replenishments, and customer engagement.

• Convert business priorities into comprehensive briefs, audience strategies, creative needs, sending schedules, and measurable objectives.

• Oversee the planning for Black Friday/Cyber Monday and holiday CRM initiatives, including offers, audience segmentation, contact frequency, contingency strategies, and performance recaps.

• Collaborate with Brand, Creative, E-Commerce, Growth, Product, and Customer Experience teams to ensure timely and precise messaging.

• Implement pre-send quality assurance checks for audiences, consent, suppression, offers, inventory, links, rendering, timing, and tracking.

• Analyze, develop, and enhance welcome, browse and cart abandonment, post-purchase, educational, replenishment, cross-sell, winback, and subscription journeys.

• Segment customers into categories such as first-time, repeat, high-value, lapsed, and subscription based on their purchasing behavior, product interests, and engagement levels.

• Enhance metrics such as second purchase rates, frequency, subscription retention and renewal, and overall customer lifetime value.

• Coordinate messaging via email, SMS, and applicable app channels.

• Act as a proactive Klaviyo owner responsible for campaigns, flows, segments, templates, testing, and reporting.

• Assist in completing and stabilizing the transition of email and SMS functionalities to Klaviyo.

• Ensure the accuracy of customer data, consent and suppression lists, event tracking, flows, integrations, and deliverability both before and after the transition.

• Collaborate with E-Commerce and technical teams regarding Shopify, subscription models, and other customer engagement events.

• Develop documentation, naming conventions, approval processes, and standardized quality assurance checklists.

• Maintain the health of the list, deliverability rates, and adherence to customer preferences.

• Own weekly CRM reporting covering campaign and flow outcomes, customer cohorts, repeat purchase statistics, subscription behaviors, list health, and testing insights.

• Create a prioritized testing strategy for audiences, content, timing, offers, and customer journeys.

• Supervise, mentor, and set priorities for the CRM Coordinator.

• Manage agency or freelance resources as necessary and proactively identify risks related to capacity, data, creative elements, or launch timelines.

⛳️ Requirements

• 5+ years of experience in CRM, lifecycle, retention, or email and SMS marketing, particularly within the consumer e-commerce sector.

• Extensive hands-on experience with Klaviyo, including building and troubleshooting flows, segments, campaigns, and reporting.

• Proven track record of managing a high-volume promotional calendar while ensuring deliverability and a positive customer experience.

• Strong understanding of audience segmentation, testing methodologies, purchase cohorts, retention economics, and lifecycle analysis.

• Familiarity with Shopify and proficiency in diagnosing issues related to customer data and event quality.

• Excellent project management skills, with strong judgment in copy and creative decisions, meticulous attention to detail, and the ability to make timely decisions under pressure.

• Experience leading or mentoring a coordinator or small team.

• Background in subscription models, beauty or personal care industries, mobile apps, and multichannel marketing is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and growth.

• Flexible work hours and remote work options.

• Employee discounts on products and services.