Senior Manager of Email Marketing + CRM

(MALIN+GOETZ)•New York, NY

11d•$110,000 - $120,000•Hybrid

About The Position

(MALIN+GOETZ) is looking for a Senior Manager of Email Marketing + CRM to join our Digital + E-commerce team. You will create, implement, analyze, and report on new email strategies (segments, workflows, A/B test) to improve business KPIs. You will also partner with the Creative team, the Marketing team, and the local market ecommerce teams. You are a well-rounded digital-savvy professional, thriving in a fast-growing, entrepreneurial environment.

Requirements

Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
5+ years of experience working in email marketing, CRM and retention.
Proven track record of successfully developing and executing email campaigns with superior ROI.
Excellent command of English grammar and punctuation.
Read, analyze and interpret business, professional, technical or governmental documents.
Write reports, business correspondence and procedure manuals.
Effectively present information and respond to questions from managers, customers and the public.
Define problems, collect data, establish facts and draw valid conclusions.
Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
MS Office
Google Suite
Excel, including advanced functions

Nice To Haves

Experience in a premium/luxury e-commerce environment for beauty or lifestyle brands is preferred.
Experience with Klaviyo (or similar email scheduling tool) + Yotpo (or similar loyalty/reviews tool) is preferred.

Responsibilities

Design, draft, and execute all campaigns across all digital markets via Klaviyo email and SMS; build and maintain multi-market deployment calendars, testing plans, and performance targets.
Continuously optimize automated/triggered programs (welcome, browse abandonment, cart abandonment, post-purchase, replenishment, cross-sell, birthday/anniversary, loyalty, win-back, back-in-stock, and other behavioral triggers).
Develop personalization strategies using customer behavior, preferences, purchase history, loyalty data, and product affinity to improve message relevance and conversion.
Partner with creative/brand teams on CRM-specific content strategy, messaging hierarchy, templates, merchandising, and calls to action, maintaining brand standards.
Monitor sender reputation, inbox placement, bounce rates, spam complaints, authentication, and engagement; proactively resolve deliverability issues and ensure compliance with email/SMS regulations (GDPR, CCPA, TCPA, CASL).
Manage relevant creative, SMS, and content/production agencies — scopes, performance, and budgets.
Build strategy in partnership with digital, retail, and brand teams to ensure a 360° marketing vision across channels.
Develop and maintain customer segments (purchase behavior, engagement, lifecycle stage, product affinity, channel, geography, loyalty status); build strategies for acquisition-to-second-purchase, retention, replenishment, win-back, VIP, and churn prevention.
Build and grow the email/SMS database: improve opt-in rates, maintain list hygiene, manage suppression/inactive audiences, and monitor subscriber quality.
Track CRM performance against revenue, retention, repeat purchase rate, purchase frequency, LTV, AOV, and reactivation goals; set KPIs and identify opportunities to improve customer value.
Oversee customer service on CRM- and loyalty-related inquiries to ensure consistent customer experience.
Translate CRM, loyalty, survey, transactional, and behavioral data into actionable insights and recommendations for digital, merchandising, retail, and brand teams, including a formal customer profile/persona deliverable; manage post-purchase survey reporting/analysis and the build, deployment, and recap of the annual customer survey.
Build CRM reporting frameworks and dashboards evaluating campaign and lifecycle performance, incremental revenue, retention, cohort behavior, and channel contribution; produce data/BI queries on product and campaign results.
Manage relevant CRM and data/technology partners — scopes, performance, budgets, implementation projects.
Manage and expand the omnichannel (+)points loyalty program, including all loyalty program customer communications and reporting.
Manage relevant loyalty agencies/vendors — scopes, performance, and budgets.
In partnership with the VP of E-Commerce, develop annual and monthly CRM revenue forecasts and targets across email/SMS, CRM, and loyalty; identify risks and opportunities against plan and recommend actions to close performance gaps.