Senior Manager of Email Marketing + CRM

Responsibilities

• Design, draft, and execute all campaigns across all digital markets via Klaviyo email and SMS; build and maintain multi-market deployment calendars, testing plans, and performance targets.
• Continuously optimize automated/triggered programs (welcome, browse abandonment, cart abandonment, post-purchase, replenishment, cross-sell, birthday/anniversary, loyalty, win-back, back-in-stock, and other behavioral triggers).
• Develop personalization strategies using customer behavior, preferences, purchase history, loyalty data, and product affinity to improve message relevance and conversion.
• Partner with creative/brand teams on CRM-specific content strategy, messaging hierarchy, templates, merchandising, and calls to action, maintaining brand standards.
• Monitor sender reputation, inbox placement, bounce rates, spam complaints, authentication, and engagement; proactively resolve deliverability issues and ensure compliance with email/SMS regulations (GDPR, CCPA, TCPA, CASL).
• Manage relevant creative, SMS, and content/production agencies — scopes, performance, and budgets.
• Build strategy in partnership with digital, retail, and brand teams to ensure a 360° marketing vision across channels.
• Develop and maintain customer segments (purchase behavior, engagement, lifecycle stage, product affinity, channel, geography, loyalty status); build strategies for acquisition-to-second-purchase, retention, replenishment, win-back, VIP, and churn prevention.
• Build and grow the email/SMS database: improve opt-in rates, maintain list hygiene, manage suppression/inactive audiences, and monitor subscriber quality.
• Track CRM performance against revenue, retention, repeat purchase rate, purchase frequency, LTV, AOV, and reactivation goals; set KPIs and identify opportunities to improve customer value.

Requirements

• Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 5+ years of experience working in email marketing, CRM and retention.
• Proven track record of successfully developing and executing email campaigns with superior ROI.
• Experience in a premium/luxury e-commerce environment for beauty or lifestyle brands is preferred.
• Experience with Klaviyo (or similar email scheduling tool) + Yotpo (or similar loyalty/reviews tool) is preferred.
• Excellent command of English grammar and punctuation.
• Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.

Preferred

• Experience in a premium/luxury e-commerce environment for beauty or lifestyle brands is preferred.
• Experience with Klaviyo (or similar email scheduling tool) + Yotpo (or similar loyalty/reviews tool) is preferred.

Benefits

• The estimated salary range for this position is $110,000-$120,000.
• The New York corporate office is hybrid (3 days in-office, 2 days work from home).
• Dog-friendly office environment.
• Full-time employees are eligible for medical, dental, and vision insurance, employer paid life insurance, 401k plan, pre-tax commuter benefits, quarterly gratis, employee discount, long-term and short-term disability leave, and much more.
• Time off includes paid company holidays, paid vacation/personal/sick/birthday hours, Summer Fridays, and volunteer time.