Responsibilities

• Develop and execute a comprehensive CRM strategy (Email, SMS, and loyalty) aimed at increasing retention, LTV, and repeat purchase rates, aligned with global CRM frameworks from HQ.
• Translate global CRM initiatives into locally relevant U.S& Canada customer journeys that reflect market-specific consumer behavior and expectations.
• Audit and optimize existing automated flows (Welcome Series, Abandoned Cart, Browse Abandonment, Win-Backs, Post-Purchase) and build new, complex journeys based on customer behavior.
• Map out the full retention journey—from discovery to repeat purchase—to identify friction points and opportunities for cross-selling and up-selling.
• Collaborate closely with the Growth and E-Commerce Merchandising teams on retention and subscription campaigns.
• Plan and execute CRM campaigns that connect multiple customer touchpoints, including email, SMS, retail/offline experiences, campaign activations, and brand launches or seasonal initiatives.
• Manage the end-to-end production of the Email and SMS calendar, ensuring a cohesive narrative and consistent customer communication throughout.
• Oversee the deployment of all campaigns within Salesforce Marketing Cloud, Klaviyo, and Attentive—ensuring precise segmentation, optimal timing, and high deliverability.
• Utilize project management tools to manage timelines, coordinating with Creative and Copy teams to ensure assets are delivered on time and on brand.
• Maintain consistent retention-focused communication across the entire customer journey, from discovery to repeat purchase.

Requirements

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• 2–4 years of experience in CRM, lifecycle marketing, or retention marketing.
• Strong hands-on experience with Salesforce Marketing Cloud or comparable marketing automation platforms for email and SMS campaign management.
• Demonstrated ability to develop and execute lifecycle marketing strategies that drive measurable retention and revenue outcomes.
• Experience managing external marketing agencies or vendors, including campaign briefing, coordination, and quality control.
• Strong analytical mindset with the ability to interpret CRM performance data and translate insights into actionable strategies.
• Experience integrating CRM data across systems and platforms.
• Track record of developing and launching new CRM channels (SMS, messaging platforms, community engagement).
• Experience working within a global organization and collaborating with HQ or international teams.
• Interest in building omnichannel customer experiences that bridge online and offline touchpoints.

Benefits

• Dental Insurance
• Health Insurance
• Vision Insurance
• Life Insurance