Responsibilities

• Own and execute CRM strategy across email, SMS, and other owned channels.
• Build and continuously optimize lifecycle programs: welcome, post-purchase, reorder, win-back, and churn.
• Manage targeted campaigns using segmentation, behavioral data, and personalization; own the campaign calendar and automation workflows.
• Own the loyalty and referral programs; drive repeat purchase and reduce churn.
• Own the subscription program and drive adoption, retention, and LTV.
• Manage external CRM and lifecycle agencies and partners to deliver against targets.
• Monitor website performance in real time and analyze demand by product and category to adjust the e-merchandising plan.
• Develop and run A/B tests to improve add-to-cart and conversion rates.
• Manage on-site content updates: homepage banners, landing and department pages, e-merchandising, and editorial/blog content.
• Identify and scope new tools or enhancements to improve funnel performance.

Requirements

• 3–5 years of experience in ecommerce, CRM, lifecycle, CX, or retention roles — ideally with high-growth DTC or subscription brands.
• Hands-on experience with Shopify Plus.
• Familiarity with CRM and lifecycle tools such as Klaviyo, Skio, and Yotpo (or similar).
• Solid working knowledge of analytics tools such as GA4, Northbeam, and SimilarWeb (or similar).
• Working understanding of AI search and how LLMs now drive ecommerce discovery — a grasp that SEO alone is no longer enough, plus familiarity with GEO/AEO concepts and AI-visibility monitoring tools (strongly preferred; willingness to build this skill quickly is essential).
• Experience working with or managing external agencies and partners.
• Strong segmentation and analytical mindset; comfort with performance dashboards and testing platforms.
• Excellent project management and stakeholder communication skills.
• Highly organized, detail-oriented, process-driven, and proactive.

Preferred

• Familiarity with GEO/AEO concepts and AI-visibility monitoring tools.
• Experience with or managing external agencies and partners is listed as a requirement, but familiarity with advanced AI-driven discovery tools could be considered a nice-to-have.

Benefits

• Medical, Dental, and Vision insurance, cost-shared between employer and employee.
• 401(k) match of up to 5%.
• Employer-sponsored Life, Basic AD&D, Short-Term and Long-Term Disability insurance, with additional buy-up options.
• Competitive paid time off and paid sick leave.
• Employee Resource Center and telehealth offerings.
• Bonus eligibility (short-term incentive) per role and company guidelines.