CRM & Loyalty Manager

12th Tribe • Los Angeles, CA

69d

About The Position

We’re looking for a data-driven, creative, and retention-focused CRM & Loyalty Manager to own our customer lifecycle—from first purchase to lifelong loyalty. Under the leadership of the Senior Director of Ecommerce & Digital marketing, you’ll collaborate on the strategy, execution, and optimization across email, SMS, app, and loyalty programs to drive retention, repeat purchase, and customer LTV.

Requirements

• 3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment.
• Experience in fashion or beauty is required.
• Hands-on experience with Shopify, Klaviyo, Attentive, Tapcart, and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo).
• Strong understanding of customer segmentation, automation, and data-driven marketing.
• Excellent project management and cross-functional collaboration skills.
• Passion for fashion, lifestyle, or consumer brands with a strong brand voice.
• Experience with A/B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam).
• Background in app engagement or push notification strategy.

Nice To Haves

• Strong creative sensibility and copywriting experience for CRM campaigns.

Responsibilities

• Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
• Manage end-to-end customer lifecycle campaigns, from onboarding to re-engagement.
• Partner with performance marketing and e-commerce teams to ensure consistent messaging across all touchpoints.
• Build automated and campaign sends in Klaviyo and Attentive, optimizing for engagement, conversion, and deliverability.
• Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
• Manage push notifications and in-app engagement through Tapcart to drive mobile conversions.
• Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
• Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
• Analyze performance and customer feedback to evolve the program for higher participation and ROI.
• Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
• Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).
• Collaborate to identify opportunities for improved targeting and automation.

What This Job Offers

• Career Level: Mid Level
• Number of Employees: 11-50 employees