CRM & Loyalty Manager

Jobgether

3d

About The Position

In this role, you will lead the strategy and execution of customer engagement, retention, and loyalty programs across multiple channels including email, SMS, and other owned touchpoints. You will design and scale loyalty and rewards initiatives that drive repeat visits, increase customer lifetime value, and strengthen brand loyalty. This position requires a marketer who is obsessed with retention and data-driven decision-making, able to translate customer insights into actionable programs. You will collaborate closely with cross-functional teams, including marketing, retail operations, and merchandising, to ensure a consistent and compelling customer experience. Success in this role will be measured by improved engagement metrics, reduced churn, and stronger customer advocacy. You will also oversee CRM systems, campaign automation, and technology partnerships to maximize program efficiency. The role offers a fast-paced, innovative environment with the opportunity to shape the overall lifecycle marketing strategy.

Requirements

• Bachelor’s degree in Marketing, Business, or related field preferred.
• 5+ years of experience in CRM, lifecycle marketing, or retention-focused marketing roles with measurable results.
• Demonstrated experience in launching and scaling loyalty or rewards programs.
• Strong expertise in multi-channel marketing, including email, SMS, push, and direct mail.
• Proficiency with CRM platforms, preferably Klaviyo; experience with marketing automation tools.
• Skilled in customer segmentation, targeting, personalization, and retention techniques.
• Excellent project management skills and ability to prioritize multiple initiatives in a fast-paced environment.
• Knowledge of data privacy regulations and best practices in email and SMS marketing.

Nice To Haves

• Experience in retail, e-commerce, or subscription-based industries preferred; cannabis industry experience a plus.

Responsibilities

• Develop, launch, and manage the loyalty/rewards program to drive customer engagement, repeat visits, and retention.
• Build loyalty mechanics beyond points-for-dollars, incorporating behavioral triggers, tier progressions, and experiential rewards.
• Own the program P&L, balancing reward value with margin protection and liability management.
• Lead customer journey mapping and lifecycle strategy to optimize acquisition, retention, and advocacy across digital and retail channels.
• Design and manage multi-channel automated marketing campaigns, including onboarding, retention, re-engagement, and churn prevention flows.
• Monitor and analyze program performance, extract insights, and provide recommendations to leadership for continuous improvement.
• Manage CRM migration, optimize systems, and oversee vendor relationships for CRM, SMS, and loyalty platforms.
• Collaborate with cross-functional teams to ensure cohesive messaging and alignment across channels.

Benefits

• Paid time off (PTO) and 8 paid holidays per year.
• Medical, dental, and vision insurance, with 100% company-paid options for employees.
• 401(k) retirement savings plan.
• Company-paid short-term and long-term disability insurance.
• Company-paid life insurance.
• Employee Assistance Program (EAP).
• Employee referral program.
• Commuter benefits.
• Product discounts and additional compensation incentives such as bonuses and tips.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level