Senior Manager, CRM

Malbon•Santa Monica, CA

5d•$120,000 - $140,000•Hybrid

About The Position

Malbon is seeking a Senior CRM Manager to lead and expand customer communication channels, including Email, SMS, and Push, with the primary goals of increasing revenue, retention, and customer lifetime value through exceptional lifecycle marketing. This role requires a blend of strategic thinking, hands-on execution, and analytical skills. The successful candidate will be responsible for designing customer journeys, optimizing channel performance, and collaborating with Creative, Ecommerce, and Data teams to ensure all communications are timely, relevant, and aligned with the brand. The ideal candidate will possess a strong understanding of the premium apparel market and be adept at balancing commercial objectives with brand storytelling, product discovery, community engagement, and customer experience. The role operates within a dynamic business environment encompassing ecommerce, retail, wholesale, collaborations, events, international markets, and a frequent product launch schedule. Proficiency in strategy development, direct work within Klaviyo, performance analysis, and process improvement is essential.

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.
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.

Nice To Haves

Demonstrated proficiency using Claude in real marketing workflows, including planning, analysis, reporting, briefing, and process improvement.

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