Location: Los Angeles, CA (Hybrid or Remote)
Reports to: Senior Director of eCommerce & Digital Marketing
Experience Level: 3+ years
About the Role
We’re looking for a data-driven, creative, and retention-focused CRM & Loyalty Manager to own our customer lifecycle—from first purchase to lifelong loyalty. Under the leadership of the Senior Director of Ecommerce & Digital marketing, you’ll collaborate on the strategy, execution, and optimization across email, SMS, app, and loyalty programs to drive retention, repeat purchase, and customer LTV.
What You’ll Do
CRM & Retention Strategy
- Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
- Manage end-to-end customer lifecycle campaigns, from onboarding to re-engagement.
- Partner with performance marketing and e-commerce teams to ensure consistent messaging across all touchpoints.
Email, SMS, & App Marketing
- Build automated and campaign sends in Klaviyo and Attentive, optimizing for engagement, conversion, and deliverability.
- Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
- Manage push notifications and in-app engagement through Tapcart to drive mobile conversions.
Loyalty & Retention Programs
- Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
- Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
- Analyze performance and customer feedback to evolve the program for higher participation and ROI.
Data, Reporting & Segmentation
- Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
- Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).
- Collaborate to identify opportunities for improved targeting and automation.
What We’re Looking For
- 3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment. Experience in fashion or beauty is required
- Hands-on experience with Shopify, Klaviyo, Attentive, Tapcart, and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo).
- Strong understanding of customer segmentation, automation, and data-driven marketing.
- Excellent project management and cross-functional collaboration skills.
- Passion for fashion, lifestyle, or consumer brands with a strong brand voice.
- Experience with A/B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam).
- Background in app engagement or push notification strategy.
Nice to Have
- Strong creative sensibility and copywriting experience for CRM campaigns.