Customer Relationship Management Specialist

ROLE

We’re a rapidly growing consumer goods company seeking a data-driven, strategic, and operationally minded Omnichannel CRM Specialist to own the day-to-day production, execution, and optimization of our email, SMS, and lifecycle marketing campaigns.

This role oversees the full customer retention experience across our owned direct-to-consumer (DTC) channels, third-party digital marketplaces, and physical retail spaces—ensuring seamless customer journeys, consistent brand experiences, and a continuously improving customer lifetime value (LTV).

You will own day-to-day campaign execution, design our cross-channel customer journeys, build and maintain our audience segmentation architecture, and stand up the retention infrastructure and loyalty platforms that allow our marketing engine to scale alongside the business.

This role works closely with product, ecommerce, operations, and retail marketing leadership to ensure customer data shapes how we engage, retain, and grow.

• Own the full customer lifecycle experience across email, SMS, push notifications, and loyalty channels.
• Build, test, and optimize automated lifecycle flows (welcome series, post-purchase education, replenishment triggers, win-backs, and rewards).
• Create innovative strategies that drive brick-and-mortar retail shoppers into our digital ecosystem (and vice versa) utilizing QR codes, receipt scanning, and localized offers.
• Develop compliant, creative retention mechanics to capture and nurture marketplace customers (Amazon, Tik Tok Shop, etc.) into our owned direct channels.

• Manage the end-to-end execution of calendar-based Email and SMS campaigns—including copy briefing, template building, audience selection, deployment, and QA.
• Hold the bar on send accuracy, brand alignment, deliverability, and conversion rates across all marketing platforms.
• Author and maintain a living “CRM Playbook” documenting our brand’s tone, messaging guidelines, coupon/offer governance, and broadcast schedules.

• Build reporting and dashboards covering key retention metrics: open rates, click rates, opt-in/opt-out velocity, repeat purchase rates, cohort LTV, and revenue-per-recipient.
• Run a continuous A/B testing program (subject lines, layouts, timing, offers) and turn raw numbers into clear, actionable hypotheses.
• Run a regular customer data ritual that updates leadership, product, and marketing teams on changing customer cohorts and purchasing behaviors.

• Partner with the Creative team to brief and build high-converting assets that fit our brand visual guidelines.
• Collaborate with Digital Product and Ecommerce teams to streamline the on-site subscription, account creation, and loyalty-redemption experiences.
• Work with Retail and Sales teams to align digital retention campaigns with physical, in-store promotional calendars and product launches.

• 5 years of experience in CRM and lifecycle marketing, ideally in a consumer-packaged goods (CPG) or omnichannel retail brand.
• Proven experience standing up, structuring, or significantly optimizing an enterprise-grade retention/CRM function from scratch.
• Deep experience with e-commerce platforms (Shopify Plus preferred) and marketing automation ecosystems (Klaviyo, Attentive, or similar).
• Demonstrated ownership of complex audience segmentation, data mapping, and cross-channel campaign orchestration (B&M Digital Marketplaces).
• Strong written communicator with a track record of authoring promotional copy, behavioral workflows, and internal strategic playbooks.
• Comfort with data fluency—able to define the retention metrics that matter, manipulate datasets in…