Responsibilities

• Overall CRM Strategy: Develop and execute the CRM strategy across email, SMS, push notifications, Direct Mail, and other emerging channels to drive customer acquisition, engagement, retention, and loyalty.
• Manage the customer lifecycle: Develop omni-channel customer journey maps and improve multi-touch campaigns to engage customers and deliver personalized experiences/messaging during main lifecycle stages such as welcome, cart abandonment, and win-back.
• Segmentation and personalization: Use customer data and behavioral insights to develop targeted segments and campaigns and deliver personalization at scale, increasing purchase frequency, omnichannel activation, customer lifetime value, and emotional engagement with Credo.
• Direct Mail Strategy: Develop and optimize the direct mail program, identifying high-value customer segments, lifecycle triggers, and personalized offers that complement digital CRM channels and drive acquisition, retention, reactivation, and customer lifetime value.
• Testing and optimization: Establish testing frameworks and measurement plans of creative, frequency, copy, and audiences to continuously improve campaign performance and customer engagement.
• Loyalty Program Management: Own the end-to-end vision, strategy, roadmap, and performance of the company’s loyalty program.
• Lead the development and optimization of loyalty program structure, benefits, tiering, rewards, partnerships, and member experiences.
• Identify opportunities to increase enrollment, engagement, redemption, retention, and customer lifetime value.
• Partnering with store operations teams on in-store loyalty offers, signage, and member experiences
• Manage relationships with technology partners and vendors, including Yotpo: Ensure we have the tools and partnerships we need to succeed.

Requirements

• 5+ years of experience in lifecycle marketing, CRM, or direct marketing with a focus on email
• Deep understanding of marketing growth levers, including channel mix, audience expansion, and conversion optimization
• Strong strategic and growth mindset, able to identify opportunities across the customer journey and translate insights into scalable, measurable initiatives
• Hands-on experience with a loyalty platform ( Yotpo, LoyaltyLion, or similar) and an Email Service Platform (Listrak, Klaviyo, Salesforce or similar) and personalization tools
• Experience improving performance through continuous testing and optimization
• Experience working with creative teams and aligning to brand guidelines
• Experience in retail, beauty, luxury, or lifestyle brands
• Working knowledge of SMS marketing compliance and data collection best practices
• Experience with Omnichannel programs supporting both e-commerce and retail
• Proven track record managing multi-channel campaigns end to end — including creative kickoff, legal review, QA, launch, and reporting