Senior Manager, CRM & Loyalty

WINDSOR FASHIONS LLC•Santa Fe Springs, CA

20d•$130,000 - $150,000•Onsite

About The Position

The Senior Manager, CRM & Loyalty is a strategic and hands-on leader responsible for owning Windsor’s customer lifecycle marketing and loyalty strategy. This role will lead a team of three lifecycle marketers and play a critical role in shaping how Windsor acquires, engages, retains, and grows customers across channels. As the customer experience champion, this leader will develop and execute data-driven, omni-channel lifecycle programs while spearheading the rollout and ongoing evolution of Windsor’s loyalty and customer engagement strategy. The ideal candidate brings a strong blend of strategic thinking, analytical rigor, people leadership, and deep experience building CRM and loyalty programs that drive meaningful customer relationships and revenue growth.

Requirements

5+ years of experience in CRM, lifecycle marketing, or database marketing roles
Proven success building, scaling, and optimizing lifecycle programs across acquisition, onboarding, retention, promotions, and win-back
Strong background in segmentation strategy, CRM infrastructure, personalization, and lifecycle roadmap planning
Demonstrated experience developing, managing, and growing loyalty programs (omni-channel experience strongly preferred)
Advanced analytical skills with the ability to synthesize complex data into clear insights and recommendations
Proven ability to translate strategy into executable plans and drive programs to completion
Experience executing and measuring email, SMS, and app push campaigns
Track record of identifying and testing new growth opportunities tied to company goals
Bachelor’s degree in Marketing or a related field preferred
4+ years leading lifecycle marketing planning, CRM roadmaps, analytics, email, and loyalty programs
Experience in omnichannel and DTC industries (retail and/or fashion strongly preferred)
Demonstrated ability to partner with IT on database and CRM development initiatives
Experience with data and reporting tools (e.g., Alteryx, Tableau, BI)
Hands-on experience with ESPs (Listrak a plus)
Working knowledge of SQL and JavaScript; familiarity with HTML and Photoshop
Proficiency in Microsoft and Google productivity tools
Strong storytelling skills with the ability to present insights and recommendations to senior leadership
Executive presence with a collaborative, relationship-driven leadership style

Responsibilities

Customer Lifecycle & CRM Strategy Serve as the customer experience champion and owner of the Windsor customer journey map, delivering timely, relevant, and value-driven communications across the full customer lifecycle
Develop, implement, and optimize omni-channel lifecycle marketing programs across email, SMS, and push notifications
Identify gaps in retention and engagement to drive repeat purchase, increased share of wallet, and long-term brand affinity
Drive personalization and dynamic content strategies to improve engagement, conversion, and lifetime value
Loyalty & Customer Engagement In partnership with the VP of Omnichannel Marketing, lead the strategy, launch, and ongoing optimization of Windsor’s loyalty program across online and in-store channels
Grow the loyalty program into a best-in-class customer engagement platform that drives retention, frequency, and advocacy without relying on promotional offers and couponing
Partner cross-functionally to ensure loyalty benefits, messaging, and experiences are clearly communicated and consistently executed
Data, Insights & Optimization Direct audience segmentation, targeting, and data queries to support lifecycle programs and ad-hoc campaigns
Oversee analysis and reporting of complex data sets to generate actionable insights and inform program strategy
Own CRM testing and experimentation roadmap, measuring real-world impact of lifecycle, loyalty, and optimization efforts
Ensure performance metrics and learnings are shared and embedded into ongoing team workflows
Team & Cross-Functional Leadership Lead, coach, and develop a team of three lifecycle marketers, fostering a culture of accountability, innovation, and continuous improvement
Partner closely with Marketing, E-commerce, Creative, Analytics, Store Operations, and IT teams to improve customer experience and unlock revenue opportunities
Drive the CRM, segmentation, and reporting roadmap in collaboration with internal technical teams and external partners
Platform & Execution Excellence Oversee day-to-day management of customer databases and ESP platforms
Ensure email, SMS, and push programs follow best practices to maximize deliverability, engagement, traffic, and revenue
Manage third-party vendors and partners, including roadmap planning, issue resolution, and collaborative working sessions
Support customer file growth through best-in-class data capture, hygiene, onboarding, and attrition prevention tactics