CRM Lifecycle and Retention Manager

What You'll Work On The ideal candidate combines strong analytical thinking, lifecycle marketing expertise, and a deep understanding of customer behavior. They will play a key role in transforming CRM into a core revenue engine while building meaningful, long‑term relationships with customers. CRM Revenue Growth and Channel Ownership • Own and scale Email and SMS as key revenue‑driving channels for the North America ecommerce business • Unlock the full revenue potential of CRM through data‑driven strategy, testing, and optimization • Establish and track clear performance metrics such as: • CRM revenue contribution • Customer lifetime value (LTV) • Repeat purchase rate • Engagement and retention metrics Lifecycle Marketing and Customer Experience • Develop and optimize end‑to‑end lifecycle journeys, including:• Welcome series • Post‑purchase flows • Replenishment and cross‑sell • Win‑back and churn prevention • Build segmented and personalized communication strategies to drive engagement and long‑term value • Differentiate channel roles across Email, SMS, and Push to maximize impact without over‑saturating customers • Develop and manage a comprehensive CRM content calendar aligned with marketing campaigns, product launches, and key business moments • Ideate email, SMS, push notification content that balances brand storytelling with performance objectives Channel Expansion (SMS and Push) • Build and scale SMS as a core revenue channel, including strategy, testing, and compliance • Partner with mobile and app teams to develop push notification strategies such as Tapcart or similar platforms Creative and Operational Excellence • Templatize and systematize email and SMS design to improve speed, consistency, and scalability • Partner with creative teams to ensure high‑quality, on‑brand communications across all CRM channels • Continuously test and optimize messaging, timing, and creative formats through A/B and multivariate testing Loyalty and Retention Programs • Develop and manage a North America‑specific loyalty program to drive repeat purchase and customer engagement • Identify and execute strategies to increase purchase frequency and long‑term customer value First‑Party Data and CRM Analytics • Drive first‑party data acquisition across all customer touchpoints such as email capture, SMS opt‑ins, and onsite experiences • Build and own CRM reporting, dashboards, and performance analysis to generate actionable insights • Use customer data to inform segmentation, personalization, and broader marketing strategy Cross‑Functional Collaboration • Work closely with the following teams to align CRM strategies with product launches, promotions, and key seasonal initiatives: • E‑Commerce • Brand Marketing • Creative and Content • Product and Category • Partner with the Paid Media Manager to align acquisition and retention strategies across the customer lifecycle What Success Looks Like • CRM becomes a top revenue contributor for the North America business • Email and SMS programs are optimized to meet and exceed industry benchmarks across engagement and revenue metrics, including open rate, click‑through rate, conversion rate, and revenue per recipient • Lifecycle programs operate efficiently and drive consistent, scalable performance • First‑party data and owned audience grow meaningfully over time Compensation & Benefits This role will be compensated with a good‑faith pay range of $100,000–$130,000. This range represents the minimum and maximum base pay the company reasonably expects to offer for this role at the time of posting. Final base pay will depend on several factors, including the applicant’s qualifications, relevant experience, education, certifications or professional licenses, and overall performance throughout the interview process. This role may offer the following benefits: • Medical, vision, and dental insurance • Life insurance • Disability insurance • 401(k) matching program • Annual performance‑based bonus award (eligible) • Paid personal time off and 14 paid company holidays • Paid sick time in accordance with all applicable state and federal laws The Company is an equal‑opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants for employment and do not discriminate on the basis of race, color, religion, creed, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, pregnancy, childbirth or related medical conditions, reproductive health decisions, marital or partnership status, military or veteran status, genetic information, arrest or conviction record (consistent with the New York City Fair Chance Act and applicable law), domestic violence victim status, or any other characteristic protected by federal, state, or local law. The Company prohibits discrimination, harassment, and retaliation of any kind and is committed to maintaining a workplace where all individuals are treated with respect and dignity. A job description for this position is available and has been provided as part of the job posting. The duties and responsibilities described in the job description are intended to outline the general nature and level of work expected for this role and may be modified by the Company as needed based on business requirements. The job description does not limit the Company’s ability to assign or reassign duties, responsibilities, or reporting relationships, and may be updated from time to time to reflect changes in the role or the needs of the business.