Senior Manager, CRM & Loyalty

Overview

The Senior Manager, CRM & Loyalty is a strategic and hands-on leader responsible for owning Windsor’s customer lifecycle marketing and loyalty strategy. This role will lead a team of three lifecycle marketers and play a critical role in shaping how Windsor acquires, engages, retains, and grows customers across channels.

As the customer experience champion, this leader will develop and execute data-driven, omni-channel lifecycle programs while spearheading the rollout and ongoing evolution of Windsor’s loyalty and customer engagement strategy. The ideal candidate brings a strong blend of strategic thinking, analytical rigor, people leadership, and deep experience building CRM and loyalty programs that drive meaningful customer relationships and revenue growth.

• Customer Lifecycle & CRM Strategy

• Serve as the customer experience champion and owner of the Windsor customer journey map, delivering timely, relevant, and value-driven communications across the full customer lifecycle
• Develop, implement, and optimize omni-channel lifecycle marketing programs across email, SMS, and push notifications
• Identify gaps in retention and engagement to drive repeat purchase, increased share of wallet, and long-term brand affinity
• Drive personalization and dynamic content strategies to improve engagement, conversion, and lifetime value

• Loyalty & Customer Engagement

• In partnership with the VP of Omnichannel Marketing, lead the strategy, launch, and ongoing optimization of Windsor’s loyalty program across online and in-store channels
• Grow the loyalty program into a best-in-class customer engagement platform that drives retention, frequency, and advocacy without relying on promotional offers and couponing
• Partner cross-functionally to ensure loyalty benefits, messaging, and experiences are clearly communicated and consistently executed

• Data, Insights & Optimization

• Direct audience segmentation, targeting, and data queries to support lifecycle programs and ad-hoc campaigns
• Oversee analysis and reporting of complex data sets to generate actionable insights and inform program strategy
• Own CRM testing and experimentation roadmap, measuring real-world impact of lifecycle, loyalty, and optimization efforts
• Ensure performance metrics and learnings are shared and embedded into ongoing team workflows

• Team & Cross-Functional Leadership

• Lead, coach, and develop a team of three lifecycle marketers, fostering a culture of accountability, innovation, and continuous improvement
• Partner closely with Marketing, E-commerce, Creative, Analytics, Store Operations, and IT teams to improve customer experience and unlock revenue opportunities
• Drive the CRM, segmentation, and reporting roadmap in collaboration with internal technical teams and external partners
• Oversee day-to-day management of customer databases and ESP platforms
• Ensure email, SMS, and push programs follow best practices to maximize deliverability, engagement, traffic, and revenue
• Manage third-party vendors and partners, including roadmap planning, issue resolution, and collaborative working sessions
• Support customer file growth through best-in-class data capture, hygiene, onboarding, and attrition prevention tactics

• 5+ years of experience in CRM, lifecycle marketing, or database marketing roles
• Proven success building, scaling, and optimizing lifecycle programs across acquisition, onboarding, retention, promotions, and win-back
• Strong background in segmentation strategy, CRM infrastructure, personalization, and lifecycle roadmap planning
• Demonstrated experience developing, managing, and growing loyalty programs (omni-channel experience strongly preferred)
• Advanced analytical skills with the ability to synthesize complex data into clear insights and recommendations
• Proven ability to translate strategy into executable plans and drive programs to completion
• Experience executing and measuring email, SMS, and app push campaigns
• Track record of identifying and testing new growth opportunities tied to company goals
• Bachelor’s degree in Marketing or a related field preferred
• 4+ years leading lifecycle marketing planning, CRM…