Responsibilities

• Direct the CRM calendar, setting email and SMS scheduling and segmentation strategy in support of the company's promotional calendar; provide strategic direction and day-to-day guidance to the senior manager responsible for calendar execution
• Oversee lifecycle journey strategy across email and SMS, ensuring journeys and campaign sends are complementary and collectively driving toward revenue and engagement goals
• Monitor email and SMS send volume against platform costs, proactively identify budget risks, and recommend program adjustments to stay within budget
• Own the CRM testing roadmap: analyze results using established methods, determine next steps, and prioritize the next best test to drive continuous program improvement
• Design and evaluate analyses to measure program performance against goals on a weekly, monthly, and quarterly basis
• Leverage segmentation, behavioral targeting, and personalization to maximize engagement across the customer lifecycle
• Manage day-to-day relationships with CRM vendors, including primary ESP (currently Zeta); evaluate platform performance, lead initial contract renewal discussions, and make recommendations on tooling needs or changes
• Lead cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success to ensure CRM outputs are strategically aligned
• Maintain current knowledge of CRM best practices, technology, and trends and apply insights to evolve the program
• Lead and develop a team of three — two senior managers and one specialist — investing genuinely in their growth, performance, and long-term development

Requirements

• 6+ years of email and SMS marketing experience in eCommerce/DTC and retail environments
• Proven track record managing and developing teams of 2 or more
• Bachelor's degree preferred
• Hands-on experience with email development, including working knowledge of HTML for email
• Proficiency with analytics platforms such as Looker; ability to rapidly develop expertise in new tools
• Familiarity with Zeta or comparable ESP platforms (Zeta experience a plus)
• Strong understanding of CAN-SPAM regulations and email industry best practices
• Data-driven mindset with the ability to synthesize large datasets, identify trends, surface anomalies, and translate findings into actionable test-and-learn recommendations
• Exceptional written and verbal communication skills with a keen creative sensibility and meticulous attention to detail
• Thrives in fast-paced environments with the ability to ramp quickly, iterate, and manage multiple priorities with urgency

Preferred

• Zeta experience a plus

Benefits

• Remote-first workplace (since 2016!)
• Competitive salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• “Take what you need” PTO
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!