Email & CRM Manager

Job Category: Email Marketing
Job Type: Full Time
Job Location: Chicago - IL
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Paper Source

The Email & Customer Relationship Management Manager drives customer retention and engagement strategies and nurtures the loyalty program for the brand.

This role collaborates closely with Commercial Strategy, Ecomm, Product, and Creative teams to develop effective seasonal and evergreen campaigns. It also implements strategies in response to insights gained from daily analysis and broader trends. The Email & CRM manager will own the execution of brand campaigns across our CRM channels (email and SMS). Additionally, the role will be responsible for managing cross-functional details and managing channel-specific actions, including content distribution, campaign reporting and channel analysis.

What You Do

  • Collaborate with Commercial Strategy team to develop effective seasonal and evergreen CRM strategies
  • Drive CRM initiatives and oversee end-to-end CRM campaign (email, SMS) execution
  • Identify, recommend, and implement, effective, data-based customer retention & engagement strategies including, but not limited to, journeys, segmentation, and personalization.
  • Analyze brand loyalty program results, provide insights, and recommend strategies to drive improved retention rate and engagement in the program
  • Monitor and report on campaign progress weekly / monthly / quarterly, delivering insights to drive continuous improvement and reinvestment strategies
  • Develop and present high-quality reporting to stakeholders and functional leadership teams, ensuring consistently, timely status updates.
  • Maintain and improve healthy data hygiene
  • Integrate new tools and technologies into the CRM platform and optimize CRM functionalities.
  • Take action by identifying problems/opportunities and working proactively to solve them, as well as manage complex timelines and dependencies.
  • Manage and prioritize work effectively to ensure internal deadlines, timetables and approvals are met

Knowledge & Experience

  • Dedication to setting and achieving quantifiable goals for all projects.
  • Ability to translate brand priorities and data analysis into actionable strategies.
  • Proficient in MS Office Suite, particularly Microsoft Excel.
  • Extensive experience with ESP/SMS Platforms – Marigold, Attentive, Klaviyo, Optimove or similar
  • Well-versed with analytics tools – Google Analytics G4A, Looker Studio, Power BI, SQL, Excel
  • Adept with email customization software – HTML/CSS/XML, Adobe Suite/Canva or similar
  • Experience with deliverability platforms – Validity, Sendgrid or similar
  • Excellent collaboration skills.
  • Excellent written and verbal communications skills, including exceptional proofreading skills
  • Exceptionally strong organizational skills and drive, with the ability to work independently in a fast-paced environment
  • Role is onsite at our Chicago office 5 days a week
  • Bachelor’s degree in marketing or a related concentration or equivalent experience
  • At least 2 – 5 years of experience in B2C communications
  • At least 1 – 2 years of CRM strategy leadership experience
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