CRM Marketing Manager

Jenson USA is an online retailer specializing in biking products, offering a unique work environment for cycling enthusiasts. As the CRM Marketing Manager, you will develop and lead customer retention strategies to drive repeat purchases and enhance customer lifetime value through personalized marketing efforts.

Responsibilities:

• Develop and lead the implementation of a customer retention strategy
• Be responsible for the creation and maintenance of a customer audience and segment database
• Analyze customer data to identify behaviors, trends, and insights, and use this information to optimize campaign and personalization strategies
• Take the lead in crafting automation and user journeys that enhance every stage of the customer lifecycle
• Collaborate with marketing, sales, and customer service teams to ensure alignment and support for personalization and retention initiatives
• Devise a campaign cadence in line with marketing calendars, drive copy and creative development, optimize, and evolve creative templates, and ensure well-optimized landing environments
• Own and improve the end-to-end process for email & SMS campaign execution, including planning, building, editing, testing, approving, scheduling, and deploying campaigns in Email/SMS platforms
• Own and improve automated/triggered email & SMS workflows to gather leads, recover abandoned carts/checkouts, encourage repeat purchases, and re-engage inactive customers
• Own and improve on personalized web experiences such as landing experiences, imagery, messaging, personalized product recommendations, personalized category page sorts, site search results, special offers, etc
• Own and manage customer file reporting and modeling
• Develop and implement an A/B testing strategy to improve personalization and retention strategy engagement
• Stay up to date with retention and personalization marketing trends and best practices
• Develop and execute a customer lifecycle roadmap aimed at improving customer engagement, retention, and conversion
• Track and communicate personalization and retention KPIs to marketing and, executive team stakeholders
• Oversee the implementation and management of CRM software and tools

Requirements:

• Develop and lead the implementation of a customer retention strategy
• Be responsible for the creation and maintenance of a customer audience and segment database
• Analyze customer data to identify behaviors, trends, and insights, and use this information to optimize campaign and personalization strategies
• Take the lead in crafting automation and user journeys that enhance every stage of the customer lifecycle
• Collaborate with marketing, sales, and customer service teams to ensure alignment and support for personalization and retention initiatives
• Devise a campaign cadence in line with marketing calendars, drive copy and creative development, optimize, and evolve creative templates, and ensure well-optimized landing environments
• Own and improve the end-to-end process for email & SMS campaign execution, including planning, building, editing, testing, approving, scheduling, and deploying campaigns in Email/SMS platforms
• Own and improve automated/triggered email & SMS workflows to gather leads, recover abandoned carts/checkouts, encourage repeat purchases, and re-engage inactive customers
• Own and improve on personalized web experiences such as landing experiences, imagery, messaging, personalized product recommendations, personalized category page sorts, site search results, special offers, etc
• Own and manage customer file reporting and modeling
• Develop and implement an A/B testing strategy to improve personalization and retention strategy engagement
• Stay up to date with retention and personalization marketing trends and best practices
• Develop and execute a customer lifecycle roadmap aimed at improving customer engagement, retention, and conversion
• Track and communicate personalization and retention KPIs to marketing and, executive team stakeholders
• Oversee the implementation and management of CRM software and tools
• Bachelor's degree in Marketing, Business Administration, or a related field. Equivalent work experience may also be considered
• Minimum of 5 years of experience in CRM, email marketing, or a related role
• Proven track record in developing and implementing successful customer retention strategies
• Experience in the retail or e-commerce industry, preferably in a similar product category (bikes, outdoor gear, etc.)
• Proficiency with CRM software and tools
• Strong analytical skills with the ability to interpret complex data and translate it into actionable strategies
• Excellent understanding of email marketing platforms and SMS marketing tools
• Experience with A/B testing and campaign optimization
• Proficient in marketing automation and user journey mapping
• Strong project management skills and ability to manage multiple projects simultaneously
• Excellent communication and collaboration skills to work effectively with cross-functional teams
• Creative thinking with the ability to develop engaging and personalized marketing content
• Detail-oriented with a focus on quality and accuracy
• Self-motivated and proactive with a strong sense of ownership
• Adaptable and open to learning new tools and techniques
• Passionate about cycling and the biking community is a plus, but not a requirement
• Familiarity with data analysis tools (e.g., Google Analytics, Excel, SQL)
• Knowledge of HTML/CSS for email template creation
• Experience with personalization and recommendation engines