Manager, CRM and Customer Growth

Credo•New York, NY

5d•Remote

About The Position

This is a remote role. We are looking for someone based in NYC or CA. The role focuses on CRM Strategy & Lifecycle Marketing, Loyalty Program Management, Analytics & Performance Optimization, and Customer Acquisition & Engagement. The goal is to drive customer acquisition, engagement, retention, and loyalty through various channels and programs.

Requirements

5+ years of experience in lifecycle marketing, CRM, or direct marketing with a focus on email
Deep understanding of marketing growth levers, including channel mix, audience expansion, and conversion optimization
Strong strategic and growth mindset, able to identify opportunities across the customer journey and translate insights into scalable, measurable initiatives
Hands-on experience with a loyalty platform (Yotpo, LoyaltyLion, or similar) and an Email Service Platform (Listrak, Klaviyo, Salesforce or similar) and personalization tools
Experience improving performance through continuous testing and optimization
Experience working with creative teams and aligning to brand guidelines
Experience in retail, beauty, luxury, or lifestyle brands
Working knowledge of SMS marketing compliance and data collection best practices
Experience with Omnichannel programs supporting both e-commerce and retail
Proven track record managing multi-channel campaigns end to end — including creative kickoff, legal review, QA, launch, and reporting
Strong project management skills with the ability to juggle multiple concurrent workstreams, stakeholders, and deadlines

Responsibilities

Develop and execute the CRM strategy across email, SMS, push notifications, Direct Mail, and other emerging channels to drive customer acquisition, engagement, retention, and loyalty.
Develop omni-channel customer journey maps and improve multi-touch campaigns to engage customers and deliver personalized experiences/messaging during main lifecycle stages such as welcome, cart abandonment, and win-back.
Use customer data and behavioral insights to develop targeted segments and campaigns and deliver personalization at scale, increasing purchase frequency, omnichannel activation, customer lifetime value, and emotional engagement with Credo.
Develop and optimize the direct mail program, identifying high-value customer segments, lifecycle triggers, and personalized offers that complement digital CRM channels and drive acquisition, retention, reactivation, and customer lifetime value.
Establish testing frameworks and measurement plans of creative, frequency, copy, and audiences to continuously improve campaign performance and customer engagement.
Own the end-to-end vision, strategy, roadmap, and performance of the company’s loyalty program.
Lead the development and optimization of loyalty program structure, benefits, tiering, rewards, partnerships, and member experiences.
Identify opportunities to increase enrollment, engagement, redemption, retention, and customer lifetime value.
Partner with store operations teams on in-store loyalty offers, signage, and member experiences.
Manage relationships with technology partners and vendors, including Yotpo: Ensure we have the tools and partnerships we need to succeed.
Monitor and analyze CRM and loyalty program performance, providing actionable insights and recommendations to improve business outcomes.
Develop reporting and KPI frameworks to evaluate campaign effectiveness, customer behavior trends, and program health.
Translate complex data into clear business recommendations for senior leadership.
Partner with the organization to improve audience targeting, personalization capabilities, and measurement methodologies.
Present performance updates, strategic recommendations, and growth opportunities to senior leadership.
Develop strategies to drive loyalty membership growth through digital, paid, in-store, and promotional acquisition efforts.
Identify opportunities to improve onboarding, activation, and long-term engagement.
Champion a customer-centric mindset, ensuring CRM and loyalty initiatives enhance the overall Credo experience.