Specialist, CRM

Pandora•New York, NY

3h•Hybrid

About The Position

The CRM Specialist will support the US and Canada in planning, executing, measuring, and optimizing their CRM activities, including customer retention, lead generation, personalization, and campaign analysis. This position plays a key role in the ongoing development and management of the email and SMS program. Focused on customer retention and lifetime value, the CRM Specialist will be instrumental in growing and evolving the email and SMS channels by developing and launching targeted personalized campaigns, and working with key vendors and service providers to deliver relevant content and services.

Requirements

3-5 years of experience in CRM Marketing or related field
Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint)
Strong project management skills and experience with project management tools (e.g., Asana, Jira)
Strong communication skills and experience presenting to leadership
Ability to manage and execute multiple CRM and loyalty initiatives simultaneously
Experience in CRM platforms (Salesforce, Adobe Campaign, etc.)
Strong data analysis and reporting skills to track the performance of loyalty campaigns
CRM and Loyalty Platform (Salesforce, Jira, PowerBI, BloomReach, Attentive)

Responsibilities

Manage a diverse set of tasks, including strategic program management, customer data analysis, and cross-functional collaboration.
Builds and maintains successful relationships across Global CEL teams, North American Marketing teams and local CRM teammates.
Acts as the first point-of-contact for all email and SMS topics in CA and US.
Take project lead and support teams on cross functional projects related to email and SMS.
Act as a stakeholder and help Global prioritize the development backlog.
Develop and manage the email marketing calendar, ensuring alignment with brand, retail, visual merchandising, and obtaining necessary approvals from the Head of Marketing.
Contribute to planning the strategy of CRM-related channels (email marketing, sms).
Develop innovative and personalized email programs to improve channel performance.
Collaborate closely with CRM & Loyalty teams to ensure a throughline between the MyPandora program and email/SMS channel execution.
Create internal briefs for localized emails, and prepare email and sms builds to deploy.
Develop a strong relationship with global counterparts to improve the customer lifecycle journey on a regional level.
Translate global marketing campaigns into specific campaign tactics for loyalty channels, including national brand messages and segmented messages to drive customer enrollment, engagement and retention.
Work closely with Paid and Owned Media team to share insights and recommend actions based on observations within customer audiences.
Cross-train on all email marketing capabilities to assist in planning and execution work during heavy retail shopping periods.
Support Analytics team with added insight and datasets to steer CRM strategy and support the wider marketing team.
Build audiences in partnership with Analytics team and Global Data Scientist that can be used and leveraged in outbound marketing strategies.
Monitor key engagement metrics (i.e CTOR, CTR, Revenue) and initiate data driven optimizations for email and sms channels.
Leverage A/B testing, and personalized content strategies to continuously refine and elevate user engagement.
Own the preparation of internal decks and channel read outs.
Set Regional KPIs and track performance; create and share quarterly reports with markets and Global.
Act as center of excellence, supporting and being proactive in improving our CRM activities.
Responsible for weekly reporting and measurement of loyalty-related campaigns.