CRM Manager - Journeys and Automations - Luxury Retailer

Lead and motivate one direct report (Email Marketing Associate), providing mentorship and support in executing journey strategies across key segments. Design and optimize customer journeys for key customer segments (Active, Lapsing, Nursery, Reactivates), ensuring the delivery of relevant and personalized experiences across email, SMS, and direct mail.

Client Details

Our client is a rapidly expanding global brand specializing in high-quality apparel. With a growing presence across the US, Australia, and Canada, the company is dedicated to enhancing customer loyalty and driving retention through personalized marketing strategies.

Description

• Team Leadership: Lead and motivate one direct report (Email Marketing Associate), providing mentorship and support in executing journey strategies across key segments.
• Customer Journey Design & Optimization:Design and optimize customer journeys for key customer segments (Active, Lapsing, Nursery, Reactivates), ensuring the delivery of relevant and personalized experiences across email, SMS, and direct mail.
• Multi-channel Campaign Execution:Develop and execute integrated multi-channel campaigns across email, SMS, and offline channels, ensuring consistency of messaging and a seamless experience for customers at every touchpoint.
• Segmentation & Targeting:Utilize customer data to further segment key audiences and craft tailored messaging, offers, and communication strategies specific to customer behavior, lifecycle stage, and engagement history.
• Cross-functional Collaboration: Collaborate with UK-based marketing, product, web, and creative teams to ensure customer-facing materials are on-brand, accurate, and aligned with overall campaign objectives.
• Performance Analysis & Optimization:Regularly track, report, and analyze the performance of customer journeys using A/B testing, customer insights, and campaign analytics to continuously refine strategies.
• Customer Experience:Ensure that all customer communications are brand-aligned, engaging, and create a positive customer experience, fostering long-term loyalty.
• Ad Hoc Projects:Manage special retention projects as directed by the Head of Retention Marketing, contributing to the company's growth and retention goals.

Profile

• Experience: 3+ years in CRM, lifecycle marketing, or a similar role, with strong experience in end-to-end journey management and customer segmentation.
• Technical Skills: Proficiency in email marketing platforms such as Adobe Campaign, Bloomreach, or similar tools. Experience with SMS, eCommerce, and direct mail is a plus.
• Data-Driven Mindset: Strong analytical skills and the ability to leverage data insights (such as A/B testing and performance metrics) to optimize campaign effectiveness and customer journeys.
• Segmentation & Targeting: Deep understanding of customer segmentation strategies to create highly personalized and relevant customer experiences.
• Leadership & Team Collaboration: Proven experience managing a direct report and collaborating cross-functionally with multiple teams to achieve shared marketing objectives.
• Project Management: Strong organizational skills and the ability to prioritize and manage multiple projects simultaneously.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate clearly with various stakeholders at all levels.

Job Offer

• Competitive Salary & Bonus: Attractive base salary with performance-based bonus opportunities.
• Annual Bonus: Performance-driven annual bonus based on company results.
• 401(k) Plan: Employer match of 5% to help you save for the future.
• Paid Time Off: 21 days PTO annually, increasing with years of service.
• Comprehensive Benefits: Vision, dental, and medical insurance for you and your family.
• Life & Disability Insurance: Complimentary life and long-term disability insurance.
• Employee Discounts: Discounts on company products.
• Work Flexibility: Hybrid role with flexibility to work from home on select days.
• Collaborative Culture: A fun, inclusive, and collaborative environment, with regular team outings and events.
• Summer Fridays: Enjoy extended time off during the summer months.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.