Sr Manager, CRM

Blue Nile•New York, NY

2d•$130,000 - $160,000

About The Position

Blue Nile is seeking a Senior Manager of Lifecycle Marketing to lead customer engagement strategy, maximize subscriber lifetime value, and deliver excellent customer experiences. The role oversees complex automated and personalized customer journeys across email and SMS, working closely with Customer Excellence, Product/Engineering, Analytics, and Design teams. The position combines data-led analysis, experimentation, segmentation, personalization, and cross-functional collaboration to improve customer engagement and business performance.

Requirements

Bachelor’s degree in marketing, statistics, or business, with working experience managing data analysis.
At least 7 years of experience in lifecycle marketing or relevant experience.
At least 4 years of experience managing and leading teams.
Strategic thinking and ability to drive adoption and growth goals and improve conversion, engagement, retention, renewal/upsell, and reactivation metrics.
Proven expertise working with an enterprise-level email service provider (ESP).
Strong understanding of audience segmentation.
Knowledge of performance tracking and reporting to support team development.
Ability to adapt, work collaboratively, and prioritize projects and tasks.
Exceptional written and verbal communication skills, including the ability 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 develop personalized lifecycle programs and improve brand affinity and engagement.
Develop measurement plans and strategies for lifecycle programs, including email and SMS.
Maintain positive, collaborative relationships with cross-functional teams, including creative teams, agencies, and front-end developers.
Partner with agencies and outside vendors on data modeling to optimize 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 click-through rate, open rate, product adoption, product engagement, retention, and upsell.
Interpret data, analyze results, develop reports, and create dashboards for key stakeholders.