CRM Specialist

UNTUCKit•New York, NY

17h

About The Position

The CRM Specialist oversees UNTUCKit's email and SMS programs, reviewing and approving work executed by the CRM Coordinator and turning customer data into audience segments, campaigns, and reporting. This role is part of the Performance Marketing team and works cross-functionally with Merchandising, Creative Marketing, Finance, Retail, and Customer Service to engage customers, win back lapsing buyers, and measure CRM performance against its goals. The Specialist oversees email and SMS campaign and automated-journey execution; develops and documents audience segments; tracks campaign, journey, list-growth, engagement, and attributed-revenue performance; and coordinates CRM initiatives such as reactivation and lapsing-buyer programs. The role also supports reporting that incorporates customer-service and customer-feedback trends into CRM and broader business decisions.

Requirements

3 to 5 years of hands-on experience in lifecycle, email, and SMS marketing, ideally in retail or ecommerce.
Experience running campaigns and automated journeys in an ESP from build through send.
Strong segmentation skills, including building audiences from purchase, engagement, and product data.
Comfort with performance reporting, including pulling results, spotting trends, and explaining their meaning to non-analysts.
Detail-oriented approach to quality assurance, deadlines, and a busy promotional calendar, including peak Holiday periods.
Clear communication and ability to work with teams across Merchandising, Creative Marketing, Finance, and Customer Service.
Self-starter who is curious, investigates the meaning behind trends, and brings creative ideas for solutions to test.
Collaborative approach, ability to lead when needed, and willingness to contribute as part of the team.

Nice To Haves

Experience with Attentive; experience with another ESP is also relevant, and the employer states it will teach the rest.
Experience with reactivation, win-back, or lapsing-customer programs.
Familiarity with customer-service or voice-of-the-customer data, such as ticket themes, reviews, and survey feedback.
Working knowledge of Excel or Google Sheets, a BI tool, or SQL for reporting.

Responsibilities

Review and approve email and SMS campaigns and automated journeys built and sent by the CRM Coordinator, ensuring accuracy, alignment with briefs, and consistency with the promotional calendar.
Design and create audience segments with partner teams for lifecycle, product, promotional, and retention needs; maintain clean, documented segment logic and naming.
Track and report on campaign and journey performance, list growth, engagement, and attributed revenue, and provide clear insights and recommendations for next steps.
Coordinate cross-functional CRM initiatives, including reactivation campaigns and lapsing-buyer activations, with Merchandising, Creative Marketing, Finance, and Retail.
Help build and maintain reporting that incorporates customer-service and customer-feedback trends into CRM and broader business decisions.