Senior Manager, CRM

Malbon•Santa Monica, CA

5d•Hybrid

About The Position

Malbon is looking for a Senior CRM Manager to own and scale our customer communication channels, Email, SMS, and Push, with a clear mandate: drive revenue, retention, and lifetime value through best-in-class lifecycle marketing. This role sits at the intersection of strategy, execution, and analytics. You’ll be responsible for building thoughtful customer journeys, optimizing channel performance, and partnering closely with Creative, Ecommerce, and Data to ensure every message is timely, relevant, and on-brand. The ideal candidate has a strong point of view on premium apparel and understands how to balance commercial performance with elevated brand storytelling, product discovery, community building, and customer experience. You will operate across a complex, fast-moving business that includes ecommerce, retail, wholesale, collaborations, events, global markets, and a high-volume launch calendar. You should be comfortable setting the strategy, building directly in Klaviyo, analyzing results, and continuously improving how the work gets done.

Requirements

Bachelor’s degree in Marketing, Advertising, Communications, Business, or a related field preferred, or equivalent professional experience
6+ years of experience in CRM, lifecycle marketing, retention marketing, or email marketing within ecommerce or a digitally driven consumer business
Proven experience owning email, SMS, and push strategy, execution, and performance for a high-growth ecommerce brand
Deep, hands-on mastery of Klaviyo, including campaigns, flows, segmentation, personalization, testing, analytics, deliverability, and platform integrations
Demonstrated success improving repeat purchase, retention, reactivation, CRM revenue contribution, and customer lifetime value
Experience with Shopify or Shopify Plus, GA4, Triple Whale, customer analytics platforms, and ecommerce reporting tools
Strong analytical skills, with the ability to translate complex customer and channel data into clear recommendations and business actions
Experience within premium fashion, luxury, streetwear, lifestyle, beauty, or another culturally relevant consumer category strongly preferred, with a strong understanding of how product, culture, storytelling, and community come together in customer communications
Preferred to have demonstrated proficiency using Claude in real marketing workflows, including planning, analysis, reporting, briefing, and process improvement
Working knowledge of HTML and email technical requirements, with the ability to diagnose campaign and rendering issues
Strong understanding of consent management, list health, CAN-SPAM, CCPA, GDPR, and SMS compliance requirements
Excellent creative briefing, written communication, project management, and stakeholder management skills
Ability to operate independently, navigate ambiguity, manage competing priorities, and move comfortably between strategy and hands-on execution
A low-ego, highly collaborative working style with strong attention to detail, curiosity, and a commitment to continuously improving the work

Responsibilities

Own Malbon’s global CRM and lifecycle marketing strategy across email, SMS, push, and future loyalty initiatives, balancing near-term revenue goals with long-term retention, engagement, and brand equity
Develop and optimize customer journeys that drive first-to-second purchase, repeat purchase, reactivation, customer lifetime value, and overall CRM revenue contribution
Build sophisticated audience segments and personalized experiences using transactional, behavioral, geographic, product-affinity, predictive, and customer-value data
Lead the end-to-end CRM calendar across product launches, collaborations, brand campaigns, retail activations, events, evergreen storytelling, and select promotional moments
Partner cross-functionally with internal teams and external vendors to translate business priorities into effective CRM campaigns and lifecycle programs
Serve as Malbon’s internal Klaviyo expert, directly building and optimizing campaigns, automated flows, segments, triggers, dynamic content, testing, reporting, and platform integrations
Maintain strong operational standards across campaign setup, audience selection, QA, approvals, deployment, consent management, data hygiene, list health, and deliverability
Develop geo-targeted and regionally relevant strategies that support Malbon’s retail, wholesale, events, and ecommerce priorities across domestic and international markets
Own CRM reporting, performance analysis, benchmarks, and a structured testing roadmap across audiences, creative, messaging, cadence, offers, timing, journey logic, and channel mix
Translate campaign, flow, cohort, and customer-level insights into clear recommendations that strengthen CRM performance and inform broader ecommerce, merchandising, creative, and growth strategies
Define the customer journeys, segmentation, platform requirements, and measurement framework needed to support a future loyalty program
Identify opportunities to improve platform capabilities, strengthen data integrations, automate manual processes, and build more scalable CRM operations