CRM Manager

L'Occitane En Provence•New York, NY

2d•$90,000 - $100,000

About The Position

JOB SUMMARY: The CRM Manager leads the execution, optimization, and performance management of Marketing and Journey email programs across the US and Canada. This role brings the brand’s customer contact strategy to life through thoughtful workflow design, precise audience segmentation, and seamless operational delivery. The CRM Manager ensures every send meets brand standards, regulatory requirements, and performance goals while continuously identifying opportunities to enhance customer engagement. In partnership with cross-functional teams and agency partners, the CRM Manager also provides insights and strategic recommendations that shape the evolution of our CRM programs. JOB RESPONSIBILITIES: Marketing & Journey Email Execution Plan, build, QA, and deploy all US Marketing emails and all US/Canada Journey emails, including lifecycle, triggered, and automated flows. Translate contact strategy into actionable workflows—defining segmentation logic, suppressions, cadence rules, and creative sequencing. Maintain and optimize journey logic, including routing paths, entry/exit rules, prioritization, and refresh cycles to ensure continued program health. Troubleshoot workflow, logic, and data issues to maintain uptime and ensure flawless execution. Partner closely with the Associate Manager to ensure alignment, continuity, and coordinated execution across all email programs. Reporting & Performance Management Own reporting for all Marketing and Journey emails across the US and Canada. Monitor KPIs, deliverability metrics, audience engagement, and overall channel health. Develop structured test plans including creative, cadence, segmentation, and logic tests and analyze results to inform data-driven optimization. Present insights, trends, and recommendations to Marketing and key partners to guide channel strategy and decision-making. Operational Ownership Maintain a flawless deployment schedule with high accuracy and zero-error standards across Adobe and Attentive programs. Ensure all sends meet brand voice, creative guidelines, and compliance standards (CAN-SPAM, CASL, privacy policies). Manage cross-functional timelines with Creative, Regulatory, and E-Commerce teams to ensure on-time asset delivery, approvals, and QA completion. Oversee operational documentation, workflows, and process improvements to drive efficiency and consistency. Cross-Functional & Agency Collaboration Serve as a primary partner for Marketing, Creative, E-Commerce, Regulatory, and Analytics teams on Window and Journey initiatives. Manage relationships with email agency partners to support automation updates, workflow enhancements, and operational scalability. Ensure alignment across teams to deliver integrated, cohesive customer experiences.

Requirements

Bachelor’s degree in Marketing, Business, Communications, or related field preferred.
4–6 years of CRM, email marketing, lifecycle marketing, or customer journey management experience.
Hands-on experience managing automated and triggered email journeys at scale.
Strong understanding of CRM strategy, segmentation, and lifecycle/triggered workflows.
Expertise in building, optimizing, and troubleshooting complex email automations.
Excellent project management skills with strict attention to detail and timelines.
Analytical mindset with the ability to interpret data and translate insights into actionable recommendations.
Strong communication and collaboration skills across cross-functional teams and external agency partners.
High level of organization and comfort managing multiple programs simultaneously.
Experience working within enterprise CRM platforms (Adobe Campaign strongly preferred; Salesforce Marketing Cloud, Iterable, or similar also beneficial).
Proficiency in Excel/Google Sheets (pivot tables, logic checks, QA frameworks).
Knowledge of CAN-SPAM, CASL, and data privacy standards.
Must be able to work in normal office conditions
Must be able to travel via airplane within the U.S. and Internationally

Nice To Haves

Experience with retail, beauty, or ecommerce brands strongly preferred.

Responsibilities

Plan, build, QA, and deploy all US Marketing emails and all US/Canada Journey emails, including lifecycle, triggered, and automated flows.
Translate contact strategy into actionable workflows—defining segmentation logic, suppressions, cadence rules, and creative sequencing.
Maintain and optimize journey logic, including routing paths, entry/exit rules, prioritization, and refresh cycles to ensure continued program health.
Troubleshoot workflow, logic, and data issues to maintain uptime and ensure flawless execution.
Partner closely with the Associate Manager to ensure alignment, continuity, and coordinated execution across all email programs.
Own reporting for all Marketing and Journey emails across the US and Canada.
Monitor KPIs, deliverability metrics, audience engagement, and overall channel health.
Develop structured test plans including creative, cadence, segmentation, and logic tests and analyze results to inform data-driven optimization.
Present insights, trends, and recommendations to Marketing and key partners to guide channel strategy and decision-making.
Maintain a flawless deployment schedule with high accuracy and zero-error standards across Adobe and Attentive programs.
Ensure all sends meet brand voice, creative guidelines, and compliance standards (CAN-SPAM, CASL, privacy policies).
Manage cross-functional timelines with Creative, Regulatory, and E-Commerce teams to ensure on-time asset delivery, approvals, and QA completion.
Oversee operational documentation, workflows, and process improvements to drive efficiency and consistency.
Serve as a primary partner for Marketing, Creative, E-Commerce, Regulatory, and Analytics teams on Window and Journey initiatives.
Manage relationships with email agency partners to support automation updates, workflow enhancements, and operational scalability.
Ensure alignment across teams to deliver integrated, cohesive customer experiences.