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Manager, CRM

New York

Who we are:

Hi, we’re Supergoop! Since 2005, we’ve been changing the way the world thinks about sunscreen. Today, we’re as committed as ever to creating feel-good sunscreen that you’ll really want to wear. Because protecting your skin’s health is what we’re all about. Every. Single. Day.™

 

Supergoop! Is looking for a customer-obsessed digital marketer to join the troop as our Manager of CRM. You will be responsible for developing and executing strategies to enhance customer acquisition, retention, and lifetime value to drive sales growth within our e-commerce and direct-to-consumer (DTC) channels.

As the Manager, you will play a key role in shaping the overall communication strategy to the customer, focused on personalization and frequency. Reporting directly to the Senior Director of DTC & CRM, you will utilize your deep understanding of CRM principles to help drive holistic overall business strategies that leverage data-driven insights to optimize customer engagement initiatives and deliver exceptional customer experiences. 

Role & Responsibilities 

Customer Lifecycle Management - 40%

  • Develop and implement comprehensive CRM strategies including Subscription and Loyalty workstreams that align with the company's e-commerce and DTC objectives
  • Own email & SMS programming - briefing, building and deploying targeted campaigns and initiatives that engage customers, drive repeat purchases, and grow LTV
  • Leverage customer segmentation and personalization techniques to deliver tailored experiences and offers to different customer segments
  • Collaborate with cross-functional teams, including marketing, sales, CX, and product, to integrate CRM initiatives into overall customer engagement strategies, including lead-gen ad optimizations, brand partnerships, post-purchase support, and IRL tie-ins

Platform development and partnership - 30%

  • Day to day ownership of external CRM partner relationships; focusing on building strong JBPs and learning agendas, and ensuring delivery and support in alignment with SLAs.
  • Train and manage Coordinator to complete email and sms brief submissions and buildout of campaign sends on time and with accuracy
  • Budget tracking and forecasting for CRM investments
  • Project manage creative transformation workflows to enhance our automation capabilities, dynamic personalization, and speed-to-market
  • Identify and activate capabilities from new technologies; staying informed about industry trends and best practices in CRM, loyalty, subscriptions and e-commerce

Analytics, Reporting, Test & Learn - 30%.

  • Optimize calendar planning based on content efficiencies and effectiveness
  • Conduct program profitability, customer, and cohort analysis to identify trends and opportunities for improving customer retention and loyalty programs
  • Own the A/B testing plan for CRM based on our DTC roadmap to move us from ‘thinking’ to knowing; ensuring synchronization with creative, site, and media teams
  • Monitor and evaluate KPI dashboards related to customer retention, loyalty, and sales, and provide regular visibility on database health and program performance

Job Qualifications/Experience

  • Bachelor’s degree or equivalent experience in business, marketing, or a related field preferred
  • Proven experience (4+ years) in lifecycle marketing, including hands on building experience for email and SMS plus subscriptions and loyalty exposure preferably in the e-commerce or DTC industry preferred
  • Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
  • Solid understanding of customer segmentation, personalization, and lifecycle marketing strategies
  • Demonstrated success in developing and implementing CRM and loyalty strategies that drove customer retention, loyalty, and sales growth
  • Proficiency with CRM platforms, Microsoft Excel, data analysis tools, and marketing automation software.
  • Intermediate level experience with Google Analytics. Must be able to form hypothesis and uncover insights based on data, A/B testing, and leveraging past learnings.
  • Exceptional project management and organizational skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present ideas to senior management
  • Passion for delivering exceptional customer experiences and driving business results.
  • This role is based in our NYC offices and will require being on site 3x/week

Annual salary based on candidate experience: $75k/year - $90/year

Supergoop! shines bright for you and offers US based full-time employees:
  • Comprehensive Health Benefits
  • Generous Paid Time Off Policy
  • 401k with Company Match
  • Product Discounts
  • Employee Referral Program
  • Company and Team Off-Sites

EEO Statement:

Supergoop! is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Health and Safety Statement:

The health and safety of you and the Supergoop! Team is important to us. Covid-19 vaccination will be required to work in our office.

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