Responsibilities

• CRM Strategy & Platform: Own and evolve our CRM and retention strategy across email and SMS, with a focus on engagement, repeat purchase, retention, and lifetime value.
• Lead the ongoing evolution of our Klaviyo ecosystem, identifying opportunities to simplify, strengthen, and scale the program.
• Develop and prioritize a forward-looking CRM roadmap aligned to customer and business goals.
• Establish thoughtful best practices for segmentation, automation, QA, testing, reporting, and CRM governance.
• Lifecycle & Campaigns: Own the customer lifecycle strategy and CRM marketing calendar across email and SMS.
• Develop and optimize automated journeys across key customer moments, including acquisition, welcome, abandonment, post-purchase, repeat purchase, loyalty, re-engagement, and winback.
• Translate ecommerce, promotional, product, and brand priorities into relevant, engaging customer communications.
• Partner with Ecommerce, Merchandising, Brand, and Creative to bring campaigns and launches to life.
• Customer Insights & Growth: Develop meaningful customer segments and personalization strategies based on engagement, purchase behavior, lifecycle stage, product affinity, and customer value.
• Use customer and behavioral data to identify opportunities to improve engagement, retention, and repeat purchase.

Requirements

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
• 4+ years of experience in CRM, lifecycle marketing, retention, email/SMS marketing, or a related discipline, preferably within a DTC or ecommerce business.
• Demonstrated experience owning a DTC CRM or lifecycle program, balancing strategy with hands-on execution.
• Strong hands-on experience with Klaviyo or a comparable ESP, including campaigns, flows, segmentation, automation, testing, reporting, and troubleshooting. Klaviyo experience strongly preferred.
• Strong understanding of lifecycle marketing, customer segmentation, personalization, retention, deliverability, and customer journey strategy.
• Experience evaluating and improving an established CRM program or platform, with the ability to identify opportunities and create a clear path forward.
• Strong analytical skills, with the ability to connect CRM performance and customer behavior to business outcomes and translate insights into action.
• Highly organized and detail-oriented, with strong project management, QA, and execution skills.
• Self-directed and proactive, with the ability to take ownership, prioritize effectively, and move projects forward with limited direction.
• Strong written and verbal communication skills and the ability to collaborate effectively across teams.

Preferred

• Experience with Shopify, Google Analytics, Excel/Google Sheets, loyalty programs, CDPs, or advanced personalization tools is a plus.