Senior Manager of Email Marketing + CRM at (MALIN+GOETZ) in New York, NY

Job description

• Position Summary: (MALIN+GOETZ) is looking for a Senior Manager of Email Marketing + CRM to join our Digital + E-commerce team. You will create, implement, analyze, and report on new email strategies (segments, workflows, A/B test) to improve business KPIs. You will also partner with the Creative team, the Marketing team, and the local market ecommerce teams. You are a well-rounded digital-savvy professional, thriving in a fast-growing, entrepreneurial environment.

Responsibilities

• Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Design, draft, and execute all campaigns across all digital markets via Klaviyo email and SMS; build and maintain multi-market deployment calendars, testing plans, and performance targets.
• Continuously optimize automated/triggered programs (welcome, browse abandonment, cart abandonment, post-purchase, replenishment, cross-sell, birthday/anniversary, loyalty, win-back, back-in-stock, and other behavioral triggers).
• Develop personalization strategies using customer behavior, preferences, purchase history, loyalty data, and product affinity to improve message relevance and conversion.
• Partner with creative/brand teams on CRM-specific content strategy, messaging hierarchy, templates, merchandising, and calls to action, maintaining brand standards.
• Monitor sender reputation, inbox placement, bounce rates, spam complaints, authentication, and engagement; proactively resolve deliverability issues and ensure compliance with email/SMS regulations (GDPR, CCPA, TCPA, CASL).
• Manage relevant creative, SMS, and content/production agencies — scopes, performance, and budgets.
• Build strategy in partnership with digital, retail, and brand teams to ensure a 360° marketing vision across channels.
• Develop and maintain customer segments (purchase behavior, engagement, lifecycle stage, product affinity, channel, geography, loyalty status); build strategies for acquisition-to-second-purchase, retention, replenishment, win-back, VIP, and churn prevention.
• Build and grow the email/SMS database: improve opt-in rates, maintain list hygiene, manage suppression/inactive audiences, and monitor subscriber quality.
• Track CRM performance against revenue, retention, repeat purchase rate, purchase frequency, LTV, AOV, and reactivation goals; set KPIs and identify opportunities to improve customer value.
• Oversee customer service on CRM- and loyalty-related inquiries to ensure consistent customer experience.
• Translate CRM, loyalty, survey, transactional, and behavioral data into actionable insights and recommendations for digital, merchandising, retail, and brand teams, including a formal customer profile/persona deliverable; manage post-purchase survey reporting/analysis and the build, deployment, and recap of the annual customer survey.
• Build CRM reporting frameworks and dashboards evaluating campaign and lifecycle performance, incremental revenue, retention, cohort behavior, and channel contribution; produce data/BI queries on product and campaign results.
• Manage relevant CRM and data/technology partners — scopes, performance, budgets, implementation projects.
• Manage and expand the omnichannel (+)points loyalty program, including all loyalty program customer communications and reporting.
• Manage relevant loyalty agencies/vendors — scopes, performance, and budgets.
• In partnership with the VP of E-Commerce, develop annual and monthly CRM revenue forecasts and targets across email/SMS, CRM, and loyalty; identify risks and opportunities against plan and recommend actions to close performance gaps.

Requirements

• Attention to Detail - Is able to focus on + execute every aspect of a duty or task accurately.
• Communications - Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs work flows and procedures.
• Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent changes, delays, or unexpected events.
• Project Management - Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
• Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
• Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
• Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
• 5+ years of experience working in email marketing, CRM and retention.
• Proven track record of successfully developing and executing email campaigns with superior ROI.
• Experience in a premium/luxury e-commerce environment for beauty or lifestyle brands is preferred.
• Experience with Klaviyo (or similar email scheduling tool) + Yotpo (or similar loyalty/reviews tool) is preferred.
• Excellent command of English grammar and punctuation.
• Read, analyze and interpret business, professional, technical or governmental documents. Write reports, business correspondence and procedure manuals. Effectively present information and respond to questions from managers, customers and the public.
• Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• MS Office
• Google Suite
• Excel, including advanced functions
• Klaviyo
• Yotpo

Skills

Required

• Email marketing
• CRM
• Retention marketing
• Klaviyo
• Yotpo
• MS Office
• Google Suite
• Excel (advanced functions)
• Attention to Detail
• Communications
• Analytical
• Adaptability

Benefits

• The estimated salary range for this position is $110,000-$120,000.
• The New York corporate office is hybrid (3 days in-office, 2 days work from home).
• Dog-friendly office environment.
• Full-time employees are eligible for medical, dental, and vision insurance, employer paid life insurance, 401k plan, pre-tax commuter benefits, quarterly gratis, employee discount, long-term and short-term disability leave, and much more.
• Time off includes paid company holidays, paid vacation/personal/sick/birthday hours, Summer Fridays, and volunteer time.