Responsibilities

• Develop and implement CRM strategies to drive customer acquisition, retention, engagement, and loyalty.
• Manage CRM platforms and tools (klaviyo) ensuring optimal configuration and performance.
• Segment customer data to create targeted campaigns based on behavior, lifecycle stage, demographics, and purchasing patterns.
• Implement automation and customer journey flows to support lifecycle marketing, onboarding, upsell, and win-back campaigns.
• In collaboration with the Director of Ecommerce & Retention, develop and maintain a comprehensive CRM roadmap that aligns with business goals, prioritizing key initiatives such as customer segmentation, automation, personalization, and data integration.
• Monitor and analyze CRM campaign performance, using metrics like open rates, click-through rates, conversion, and churn to optimize efforts.
• Drive personalization strategies, leveraging data insights to deliver relevant and timely communications.
• Conduct ongoing A/B testing of subject lines, send times, content, and segmentation to optimize performance and reduce customer fatigue.
• Provide regular reporting and actionable insights to senior leadership to guide decision-making and strategy refinement.
• Partner with marketing and product teams as well as the Director of Ecommerce & retention to align CRM initiatives with company objectives and product releases.

Requirements

• Minimum 3+ years of experience in CRM, lifecycle marketing, or a similar data-driven marketing role.
• Proficiency in working with customer data, CRM tool (Klaviyo), analytics tools (e.g. Google Analytics, looker), and audience insights
• Experience with Google suite (Google Sheets, etc.)
• Strong understanding of customer journey mapping, retention strategies, and behavioral marketing
• Excellent communication and project management skills with a strong attention to detail.
• Familiarity with privacy regulations and best practices for data governance.
• Demonstrated success in driving online sales growth and revenue generation.
• Excellent communication, leadership, and interpersonal skills.
• Cross-functional project management skills and self-starter
• Good capacity for adaptation, autonomy, openness and sense of urgency

Preferred

• Experience with Shopify Plus platform