Responsibilities

• Maintain accurate and complete B2B customer and contact records in our CRM.
• Organize customers by account type, purchase history, revenue, product preference, engagement level, reorder cycle, and growth potential.
• Create and maintain customer tiers such as new customer, repeat customer, VIP, high-potential, at-risk, inactive, and reactivated.
• Track key information including customer type, contact role, recent purchases, active projects, product interests, last contact date, and next follow-up date.
• Regularly audit customer records, remove duplicate data, and improve CRM data quality.
• Make sure customer tags and segments remain actionable and up to date.
• Plan and manage the B2B customer communication calendar.
• Build and send targeted email campaigns for new product launches, promotions, seasonal needs, product education, and company updates.
• Create automated lifecycle campaigns, including: New customer onboarding; First-purchase follow-up; Product education and installation support; Reorder and replenishment reminders; Cross-sell and product recommendation campaigns; Inactive customer reactivation; VIP recognition and approved birthday or appreciation gifts; Customize messaging and product recommendations for different customer segments; Test subject lines, content, offers, timing, and audience selection to improve results; Monitor email deliverability, unsubscribes, bounces, and customer engagement.
• Proactively contact key customers through personalized email, phone, and other approved communication channels.

Requirements

• At least 3 years of experience in B2B CRM, customer retention, account management, lifecycle marketing, customer marketing, or a related role.
• Demonstrated experience managing and growing relationships with existing B2B customers.
• Hands-on experience with a CRM such as HubSpot, Salesforce, Zoho, or a similar platform.
• Experience creating customer segments and email campaigns using Klaviyo, HubSpot Marketing, Mailchimp, or a comparable platform.
• Strong business writing and customer communication skills.
• Comfortable communicating with customers through both email and phone.
• Ability to analyze customer, order, and campaign performance data.
• Strong organizational skills and close attention to detail.
• Proactive and comfortable taking ownership of follow-up without waiting for customers to initiate contact.
• Ability to balance personalized relationship-building with scalable marketing automation.

Preferred

• Experience in lighting, electrical products, building materials, commercial interiors, furniture, construction, wholesale distribution, or a related B2B industry.
• Familiarity with Shopify, ERP systems, order management systems, or wholesale ecommerce.
• Experience working with contractors, designers, architects, builders, property managers, retailers, distributors, or hospitality customers.
• Strong Excel or Google Sheets skills.
• Experience developing customer loyalty, gifting, referral, or VIP programs.
• Additional language skills relevant to our customer base are a plus.

Benefits

• Benefits: health insurance, dental, vision, paid time off, 401(k), employee discount