Responsibilities

• Own the CRM strategy across four mattress brands — Nectar, DreamCloud, Awara, and Siena — ensuring each brand's program reflects its unique customer base and growth opportunity while maintaining portfolio-level coherence
• Direct the CRM calendar across brands, setting email and SMS scheduling and segmentation strategy in support of each brand's promotional calendar; provide strategic direction and day-to-day guidance to the senior managers responsible for calendar execution
• Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals
• Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement across the portfolio
• Identify growth opportunities within the program — going beyond optimization to surface meaningful improvements in segmentation, personalization, and lifecycle strategy
• Monitor email and SMS send volume against platform costs across brands, proactively identify budget risks, and recommend program adjustments to stay within budget
• Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis
• Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle
• Manage day-to-day relationships with CRM vendors, including Klaviyo (email) and Attentive (SMS); evaluate platform performance and make recommendations on tooling needs or changes
• Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned across all four brands

Requirements

• Minimum of 6 years of email and SMS marketing experience in eCommerce/DTC
• Experience managing CRM programs across multiple brands or business units preferred
• Must have experience managing a team of 2 or more
• Data-driven individual with the ability to dig into large sets of data to interpret findings, analyze trends, recognize anomalies and make recommendations for testing
• Strong testing instinct — comfortable designing tests, analyzing results, and determining next best steps within an established testing framework
• Have the ability to develop a strong working knowledge of analytic tools such as Looker
• A keen creative sensibility with exceptional written and verbal communication skills and meticulous attention to detail
• Must have experience with email development and have some understanding of HTML code for email
• Must understand CAN-Spam laws and have expertise in email industry best practices
• Ability to prioritize and operate with a sense of urgency

Preferred

• Bachelor's degree, preferred
• Experience with Klaviyo and/or Attentive is a plus

Benefits

• Remote-first workplace (since 2016!)
• Competitive Salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Take what you need Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!