Responsibilities

• The CRM Senior Marketing Associate is responsible for supporting the execution and optimization of American Girl’s CRM programs across email and SMS channels. This role will manage day-to-day campaign planning, production, and deployment, while leveraging performance insights to continuously improve customer engagement and business outcomes and support CRM channel performance against key engagement, conversion, and revenue goals.
• The SMA will partner cross-functionally with Marketing, Creative, Loyalty, Ecomm/Merchandising, IT, and external agency partners to deliver personalized, on-brand communications that support acquisition, retention, and lifetime customer value.
• 1. Campaign Planning, Production & Execution: Support the planning and execution of CRM campaigns across email and SMS, including promotional campaigns, product launches, and loyalty and seasonal initiatives. Maintain and manage the CRM calendar to ensure alignment with broader marketing strategies, business priorities, and retail moments. Develop clear and actionable creative briefs and partner with internal creative teams (design and copy) to deliver engaging, on-brand messaging. Provide input on messaging, subject lines, and creative to optimize performance and maintain brand voice. Coordinate campaign production across internal teams and external partners, ensuring timelines and deliverables are met while managing multiple priorities in a fast-paced environment.
• 2. Customer Lifecycle & Audience Management: Execute audience segmentation strategies to support customer acquisition, onboarding, retention, and re-engagement. Build, launch, and optimize automated lifecycle journeys (e.g., welcome series, browse/cart abandonment, post-purchase, loyalty, winback). Leverage customer data to support personalization efforts and deliver relevant, timely messaging. Partner with merchandising and site teams to ensure strong alignment between CRM campaigns and on-site experience, contributing to a seamless omnichannel customer journey.
• 3. Optimization & Testing: Support ongoing optimization of CRM campaigns through A/B and multivariate testing across subject lines, creative, messaging, timing, and audience segments. Monitor key campaign performance metrics and apply learnings to improve future campaign effectiveness and support overall CRM performance against business and revenue objectives. Conduct thorough QA across all campaigns, ensuring accuracy of content, links, tracking, and overall customer experience.
• 4. Performance Reporting & Insights: Support CRM performance tracking by contributing to regular reporting for campaigns and key business moments. Monitor campaign performance and identify trends, insights, and opportunities to improve engagement and conversion. Partners with teams incorporating CRM efforts into broader marketing plans and sharing performance learnings to inform future campaign planning and optimization efforts. Assist in the development of performance summaries and marketing decks as needed.
• 5. Data Stewardship & Best Practices: Maintain strong customer data hygiene and support ongoing audience quality initiatives. Ensure all CRM communications adhere to email and SMS compliance standards (e.g., CAN-SPAM, TCPA) and deliverability best practices. Utilize CRM and project management tools (e.g., Klaviyo, Monday.com) to execute campaigns efficiently and accurately. Familiarity with customer data platforms (CDPs) or marketing data systems is a plus.

Requirements

• - 3+ years of experience in CRM, lifecycle marketing, or email/SMS marketing, preferably within retail or consumer products
• - Hands-on experience with an ESP (Klaviyo preferred) and end-to-end campaign execution
• - Integrated marketing experience required across paid and owned channels, including ecommerce, retail stores, social, print/direct mail
• - Experience building CRM calendars, segmentation strategies, and lifecycle campaigns
• - Experience working cross-functionally with creative, marketing, and merchandising teams
• - Excellent written/verbal, time management and quantitative/analytical skills required
• - Familiarity with campaign performance metrics and using data to inform optimization decisions
• - Strong PowerPoint and Excel skills preferred

Preferred

• Familiarity with customer data platforms (CDPs) or marketing data systems is a plus.

Benefits

• Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.