Job Description As the CRM Manager, you will play a key role in strengthening the relationship between the brand and its customers through multi-channel interactions. You will execute the CRM strategy to maximize customer reach, increase engagement, and enhance customer lifetime value (CLV). This position is responsible for driving customer retention across email, SMS, loyalty programs, and other touchpoints. The ideal candidate will possess a deep understanding of retention marketing and CRM tactics, along with experience in building long-term relationships with customers—preferably in the skincare or beauty industry. Responsibilities • Consistently improve email and SMS capabilities to deliver best-in-class CRM strategies. • Take full ownership of monthly campaigns that drive CRM channel sales, ensuring communications meet brand standards. • Lead the execution of CRM programs designed to drive retention, business growth, and improved customer LTV. • Partner with the Head of Customer Experience to plan and execute the CRM calendar and campaigns. • Support the growth and evolution of the loyalty program to enhance customer retention. • Create reports, dashboards, and analyses to measure CRM campaign performance and identify opportunities for improvement. • Optimize customer segment performance by analyzing cohorts and using insights to enhance workflows and customer journeys. • Work closely with marketing, creative, and eCommerce teams to maximize engagement and sales from customers. • Leverage business analytics to optimize CRM performance and deliver timely, targeted messages to the right customers. • Scale active email and SMS lists and optimize contact capture conversion strategies. • Adopt a test-and-learn approach to explore new digital marketing initiatives. • Assist Customer Service with CRM-related customer requests and inquiries as needed. Requirements • 5+ years in CRM, customer activation, retention marketing, and lifecycle management. • Bachelor’s Degree required. • Proven experience managing CRM programs and platforms for U.S. and international markets. • Experience with loyalty programs is a plus. • Proficiency with Google Analytics and Shopify. • Hands-on experience leveraging CRM data to improve retention and identify opportunities. • Previous B2C experience is required. • Self-motivated, curious, and excited to develop and grow the CRM and retention program. • Experience in the skincare/beauty industry is ideal. • Strong relationship management and team collaboration skills. • Ability to work independently while proactively achieving goals and completing tasks on time. • Strong presentation and communication skills.