Senior Manager, Email Strategy & CRM

TerraCycle•Trenton, NJ

2h•Hybrid

About The Position

The Senior Manager, Email Strategy & CRM leads all aspects of TerraCycle’s email channel. This role is responsible for the end-to-end customer lifecycle, aiming to turn one-time buyers into lifelong customers, cross-selling, increasing customer lifetime value (LTV), and reducing churn. You will be responsible for managing two team members, our customer database, and the email platforms we use to drive revenue. The ideal candidate possesses demonstrated expertise in data analytics and marketing technology, and is comfortable with diving into the technical weeds of segmentation and deliverability. You’ll create and manage the roadmap, and actively mine data to uncover hidden growth levers, build automated flows to drive cross-sell revenue, be responsible for achieving revenue goals while managing our sender reputation. You’ll set and execute personalized, multi-channel campaigns (email, SMS, WhatsApp) that resonate with our customers.

Nice To Haves

Experience: 4+ years in CRM, lifecycle marketing, or retention marketing, with at least 2 years in a leadership/management role.
Technical Proficiency: Deep expertise with enterprise-level ESPs/CDPs (e.g. Hubspot or Klaviyo).
Analytical Skills: Comfortable working with large datasets, and ability to teach staff how to construct relevant and actionable analyses.
Strategic Thinking: Proven track record of scaling a CRM program that significantly moved the needle on retention and LTV.
Communication: Ability to translate complex data insights into actionable marketing strategies for executive stakeholders.

Responsibilities

Strategy and vision: Develop and execute a comprehensive CRM roadmap that aligns with company growth goals
Lifecycle management: Map the customer journey to identify key moments for intervention, from onboarding and activation to upsell and win-back strategies.
Email acquisition: Set a growth mindset within the team to continually add high-quality, new-to-file email addresses to our database.
Reporting and analytics: Define and track key performance indicators (KPIs) including email deliverability, open rates, CTR, conversion rate, churn rate, and incremental revenue, and use these to continuously refine and improve our CRM series and email campaigns with a focus on achieving revenue goals. Set up global standardized reporting.
Data & segmentation: Build advanced customer segments based on behavioral data, purchase history, and predictive modeling (e.g., RFM analysis). Coordinate with the performance marketing team to use paid media to reactivate disengaged customers and avoid spending to promote to those we are engaging.
Multi-channel execution: Oversee the deployment of high-impact campaigns across email, SMS and WhatsApp. Optimize the mix of email and SMS to ensure we are "top of mind" without causing subscription fatigue.
MarTech management: Manage the CRM tech stack (Hubspot, Klaviyo, etc.). Evaluate and implement new tools to improve automation and personalization.
A/B testing & optimization: Establish a rigorous testing culture to optimize subject lines, content, send times, and offer structures.