CRM Manager

Catbird • Brooklyn, NY

19h • $100,000 - $120,000

About The Position

Catbird is filling an exciting role for a CRM Manager, reporting to the VP of Marketing & Communications. In this role, you will partner closely with our marketing, product, and leadership team to develop retention strategies, increase customer loyalty and lifetime value, and mitigate churn across our e-commerce and store customer cohorts. Our ideal candidate is data driven with a deep understanding of the full customer lifecycle and its drivers.

Requirements

• 3-5 years experience in corporate strategy, consulting, or CRM experience
• Strong data analytics and qualitative skills, SQL is a strong plus!
• Deep experience in analytics platforms
• Looker proficiency a must: dashboard modeling and design: Looks, views, and joins as well as data validation
• Experience with customer research methods – including coding and deploying surveys, and social listening
• Ability to translate insights into actionable strategies
• A strong communicator who enjoys collaborating with small, cross functional teams

Nice To Haves

• A passion for the Catbird brand and sustainability mission is a strong plus!

Responsibilities

• Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights to build out the following: Streamlined customer dashboards for ongoing and ad hoc analysis Summary of key insights and actions to wider team Automated reporting in Catbird’s BI platform, Looker
• Define additional metrics and tracking to measure Catbird’s retention health and brand heat. Identify shifts within our customer behavior and relevant actions to drive growth
• Work closely with marketing to provide data driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on site.
• Provide data driven framework for Catbird’s pilot loyalty program and clienteling services across e-commerce and store.
• Work closely with the marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase and spend trends.
• Partner with the marketing and retail teams to create monthly and weekly customer engagement reporting, and measurable KPIs.
• Work with marketing on A/B testing processes for creative, messaging, send frequency, and timing to constantly improve performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 101-250 employees