Senior Manager, CRM + Retention Marketing

Madewell • New York, NY

1d • Hybrid

About The Position

The Senior Manager, CRM + Retention Marketing leads the execution and operational management of CRM initiatives across the Madewell brand. This role is responsible for overall retention program strategy in addition to overseeing day-to-day performance across email, SMS, push, and cross-channel automation, ensuring scalable processes, flawless execution, and consistent performance. The Senior Manager, CRM + Retention Marketing reports directly to Madewell’s Vice President of Ecommerce. This individual partners closely with Digital Engineering, Operations, Creative, and Brand teams to translate strategic vision into effective, data-driven marketing programs. The Senior Manager will lead the Retention team and own key functions including campaign planning, A/B testing, segmentation, automation, QA, forecasting, and performance reporting.

Requirements

• 5–7+ years of experience in CRM, lifecycle marketing, retention, or marketing operations, preferably within retail or a transactional business model
• 3+ years of experience leading and developing high-performing teams
• Deep expertise in journey orchestration and lifecycle marketing strategies
• Hands-on experience executing email, SMS, push, and automated lifecycle programs at scale
• Strong understanding of segmentation logic, data architecture, and enterprise marketing environments
• Proven ability to translate marketing requirements into technical execution in partnership with data and engineering teams
• Strong analytical mindset with the ability to connect retention efforts to business performance and revenue impact
• Excellent project management skills, with the ability to manage multiple campaigns and timelines simultaneously
• Strong cross-functional collaboration and communication skills across creative, product, analytics, and brand teams

Nice To Haves

• We welcome you to apply, even if you don't check all the boxes. Our passion is scouting life-long learners who are driven by curiosity, and who feel connected to our brands and share our desire to make an impact. We’re always seeking bright new talent who leverage their unique experiences to discover, grow and evolve with our teams.

Responsibilities

• Lead the development and execution of cross-channel automated journeys across email, SMS, and push
• Translate strategic briefs into technically sound audience segmentation and lifecycle programs
• Own the campaign calendar, workflows, and delivery coordination with Operations partners
• Ensure data accuracy, segmentation integrity, compliance, and adherence to platform best practices
• Manage, mentor, and prioritize work across a high-performing Retention team
• Partner with Analytics and Technology teams to optimize integrations, reporting, and automation efficiency

Benefits

• Eligible associates and family members receive medical, dental, prescription and vision insurance
• family planning (fertility, adoption & surrogacy support)
• fitness discounts
• medical travel
• great associate discount across all of our brands (J.Crew, J.Crew Factory, and Madewell)
• Summer Fridays - In addition to our hybrid work model, we also close our office at 1:00 PM every Friday during the Summer months.
• Community Impact - We support the communities where we live and work through our philanthropic efforts and the J.Crew Cares Program.
• Winter Break - In addition to our PTO package, J.Crew Group offers a winter break at the end of December to eligible full-time associates at the Home Office to provide time to refresh and recharge.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed