Sr Manager, CRM

Blue Nile • New York, NY

1d

About The Position

Blue Nile is seeking a Senior Manager of CRM to lead customer engagement strategy, maximize subscriber lifetime value, and deliver excellent customer experiences. The CRM Marketing team is data-led, creative, and results-driven. This role oversees complex automated and personalized customer journeys across email and SMS and partners closely with Customer Excellence, Product/Engineering, Analytics, and Design teams.

Requirements

• Bachelor’s degree in marketing, statistics, or business, with working experience managing data analysis.
• 7+ years of experience in lifecycle marketing or relevant experience.
• 4+ years of experience managing and leading teams.
• Strategic thinking and the ability to drive adoption and growth goals and improve performance metrics, including conversion, engagement, retention, renewal/upsell, and reactivation.
• Proven expertise working with an enterprise-level ESP.
• Strong understanding of audience segmentation.
• Knowledge of performance tracking and reporting to support team development.
• Adaptable team player able to prioritize projects and tasks.
• Exceptional written and verbal communication skills to provide detailed reporting.

Responsibilities

• Develop and execute experimentation plans and testing frameworks to evolve automation flows, segmentation, and messaging.
• Use customer behavior data and interaction touchpoints to create personalized lifecycle programs and strengthen brand affinity and engagement.
• Develop measurement plans and strategies for lifecycle programs, including email and SMS.
• Maintain collaborative relationships with cross-functional teams, including creative teams, agencies, and front-end developers.
• Partner with agencies and outside vendors on data modeling to improve segmentation and personalization and develop contact and targeting strategies.
• Create, manage, and implement complex customer segmentation strategies.
• Partner with senior leaders to develop and optimize KPIs, including CTR, open rate, product adoption, product engagement, retention, and upsell.
• Interpret data, analyze results, develop reports, and create dashboards for key stakeholders.

Benefits

• Paid time off
• Medical, dental, vision, and prescription insurance
• 401(k) retirement plan with company match
• Flexible spending account
• Health savings account
• Tuition reimbursement
• Employee discount
• Parental leave
• Life insurance
• Opportunities for career advancement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior