CRM Manager

Responsibilities

• CRM & Lifecycle Strategy
• - Serve as IPP’s CRM platform subject matter expert, owning marketing strategy across email and SMS.
• - Develop customer communication strategies across key lifecycle stages, including prospect, new customer, early retention, active, high-value, at-risk, lapsed and reactivated customers.
• - Identify opportunities to improve personalization and triggered communications using customer, transactional and behavioral data.
• - Establish an experimentation roadmap and test-and-learn strategy across audiences, offers, messaging, creative, cadence and channel.
• - Develop strategies to responsibly grow our addressable email and SMS audiences while maintaining strong engagement, consent and overall channel health.
• - Bring CRM and lifecycle marketing best practices into broader marketing and customer experience planning.
• CRM Platform & Campaign Management
• - Own the CRM campaign and communication calendar, partnering with the broader Marketing team to align CRM activity with promotional, brand, merchandising and business priorities.
• - Lead and partner with marketing team to develop integrated channel message strategy and planning across marketing channels such as email, SMS, social, paid media, onsite and in-store marketing.

Requirements

• Bachelor’s Degree in the field of business, marketing, or data science.
• 5+ years email marketing or CRM experience required.
• 3+ years Ecomm, Retail or Loyalty experience required.
• Hands-on experience with email campaign management tools such as Salesforce, Klaviyo, Brevo, etc. required.
• Located in Minneapolis, Denver or greater Chicago area preferred
• Experience with project management tools
• - Willingness to travel regularly to support retail store brand management in all markets
• - Passion for pets and the pet parent community
• - Located in Minneapolis, Denver or Chicago metro areas
• - Must be able to work around pet hair and dander

Preferred

• Retail or consumer brand experience
• Experience with omnichannel marketing
• Experience with Brevo CRM and Asana project management platforms
• Leadership Competencies:
• - Strategic thinker who connects creative work to business outcomes
• - Inspiring leader who develops people and fosters collaboration
• - Excellent communicator who influences across functions
• - Curious, customer-focused, and data-informed
• - Balances creativity with pragmatism and execution
• - Thrives in a fast-paced, entrepreneurial retail environment