Retention And CRM Manager at KraveBeauty | Certified B Corp | New York, USA

Retention And CRM Manager

New York, USA (Hybrid)

Salary Not AvailableMid Level5+ years expFull time

Posted 3 months ago

The other 99% submit and hope. You're about to do something different.

Drive retention and CRM for KraveBeauty by owning email, SMS, subscription, and loyalty programs to grow returning customers and AOV.

Must-have: 5+ years in Retention/CRM with data analytics experience (Tableau, GA) and hands-on tool use.
Standout: Ownership of subscription and loyalty programs with cross-channel retention leadership.

Develop & own email & SMS communication strategy
Oversee the customer lifecycle journey via campaign strategy, data, content, and personalization, including transactional messages.
Ownership of asset briefing, deployment, and optimization taking a “Test, Learn, & Optimize” approach.
Explore and test tactics and ideas to boost returning customer AOV via communication channels including email, site, and SMS.
Participate in special projects within DTC (such as CRO initiatives) that touch the existing customer journey and support objective of increasing AOV.
Add messaging programs that decrease time to first purchase, increase repeat purchase rate, reduce churn, and convert active customers across product categories.
Implement AB testing roadmap for all emails and SMS (including but not limited to imagery, copy, & segmentation). Own testing reporting, identify, communicate, and implement insights.
Analyze and use email/sms KPIs to guide cross-functional brand and creative teams to improve overall email/sms performance.
Support the launch of a Krave Beauty loyalty program.
Manage the KB loyalty program strategy in collaboration with external 3rd parties and internal teams including creative.

Minimum 5+ years experience in Retention / CRM role required.
Experience creating strategy that drives customer retention targets including loyalty & subscription programs.
Extensive experience working in CRM tools such as Klaviyo, Attentive and Loyalty programs (i.e. Yotpo, Okendo, Loyalty Lion).
You know CRM is so much more than just sending emails; you’re excited to think outside the box regarding how to drive customer engagement.
Hands-on experience with data analytics and utilizing such tools as Tableau, Google Analytics, Excel, etc.
Ability to build customer level forecasts (customer cohort analysis, LTV analysis).
Experience working with ecommerce platforms (like Shopify).
Skills for analytical and data-driven thinking; ability to assess, interpret and act on results.
Deep understanding of Email and SMS KPIs and how to analyze them to derive and implement insights.