Senior CRM Marketing Manager

DESCRIPTION

Shopbop is looking for a data-obsessed, results-driven Senior CRM Marketing Manager to create and execute on our CRM strategy.

The ideal candidate for this role will have a customer centric approach to marketing focused on delivering long term value and engagement. This position will oversee and manage all CRM strategies for our loyalty program, customer promotions and other CRM related initiatives. This person should be able to bring innovative solutions to how we engage our customer and will be responsible for raising the bar on our customer experiences to drive retention. To solve complex problems this individual will be highly analytical and have previously demonstrated the ability to use data and creative thinking. This role will require thought leadership on customer strategies, and will have high visibility throughout the organization.

Responsibilities Include:
· Own our CRM vision, spanning our loyalty program, customer promotions and other key targeted initiatives.
· Elevate our loyalty program to be best in class, creating true value for our customer.
· Create and execute the strategy for our customer promos, finding ways to attract, reward and develop our customer in a way that creates value for the customer. You will be responsible for identifying the strategy and acting as the single threaded owner for these campaigns across our owned channels (across Site, Email, Push). You will coordinate across teams to ensure they deliver promptly in execution for these tactics to be successful. You will work in lockstep with Planning to make sure these promotional strategies are meeting business goals.
· Identify and execute opportunistic CRM initiatives, using merchandising gaps, financial goals and customer insights, to drive customer value and engagement. For these you will need to have the ability to have strategic vision for where there are gaps and how these sit in our larger customer communication strategy.
· Collaborate with Analytics to leverage customer cohorts and ensure they are being properly activated and nurtured, supporting the long term engagement of our customer base.
· Innovate on how we connect with our customer and delight them at every touch point, identifying the white space by staying up to date on the voice of the customer, customer data and industry trends, and using a test-and-learn approach.
· Effectively communicate results to company executives to help drive organizational change.

BASIC QUALIFICATIONS

· 8+ years of experience with customer or loyalty marketing in retail, or relevant industry
· Proven success in customer lifecycle management and customer retention strategies
· Deep analytical and problem solving experience;
· Experience managing and developing a team
· Project management skills are critical
· E-commerce experience a must
· BA/BS degree

PREFERRED QUALIFICATIONS

· MBA preferred
· Experience in developing and managing a Loyalty program at scale
· Experience leveraging customer segmentation and customer journeys to deliver personalization
· Keen understanding of direct-marketing principles including AB test design and analytics
· Ability to manage a budget and work across channels to set and report on KPIs
· Working knowledge of database query languages (e.g. SQL)
· Consistently come up with big ideas and cultivate an environment of idea generation
· Have the ability to execute in the short-term while simultaneously developing long-term strategy
· Comfortable with being resourceful while driving to completion in a dynamic environment with competing priorities
· Demonstrated ability to map out critical interdependencies across multiple work streams and priorities
· This individual should be a high-energy self-starter and will thrive in a fast-paced environment.