Manager, Lifecycle Marketing & CRM

About the position

We are looking for a strategic and highly technical Lifecycle Marketing & CRM Manager to own development and day-to-day management of our lifecycle marketing campaigns from start to finish - and be a critical leader in delivering a best-in-class AI-driven personalized experience to SPANX customers. Our ideal candidate takes a data-driven customer first approach and has the inherent desire to distill analysis into strategic recommendations and relentless iteration. Equally important, they have the know-how and a go-getter mindset to make it all happen. You will be hands-on developing complex automation logic, setting up campaign workflows, and defining requirements for customer data integration needs in partnership with the Digital Product team. This role is based in our NYC headquarters and reports to the Senior Manager, Retention Marketing.

Responsibilities

• Manage lifecycle launch and testing roadmap: identify high-impact opportunities and customer insights across the lifecycle journey to launch relevant touchpoints that drive retention and LTV.
• Own trigger operations end-to-end: creative briefing, workflow set-up, QA, reporting.
• Create QA and monitoring practices to ensure automation is working as expected (and error-free!).
• Grow contribution of revenue coming from triggers in both Email and SMS channels.
• Deliver highly personalized campaigns, leveraging emerging AI technologies.
• Adopt relentless test-and-learn approach to continuously optimize performance.
• Track, analyze and share out performance and testing results of lifecycle campaigns.
• Provide actionable insights and recommendations to inform roadmap pivots.
• Develop an always-on strategy for incorporating new product launches into lifecycle marketing.
• Obsess over the customer: Deliver CRM that not only converts but delights the customer.
• Develop strong technical understanding of our MarTech stack and data integrations.
• Identify and define requirements for customer data needs to support lifecycle marketing plans, and partner with Digital Product team to implement.
• Work with vendors and stay up-to-date on emerging software to enhance marketing capabilities.
• Partner with Paid Media, Site, Digital Product, and Customer Experience (CX) teams to implement omni-channel lifecycle marketing strategies.
• Support customer programs such as loyalty, advocacy, etc.

Requirements

• 5+ years of relevant lifecycle marketing and CRM experience; preferably with DTC brands.
• Deep expertise in marketing automation, with a focus on Email and SMS.
• Ability to build campaigns and complex automation in CRM tools (i.e. Klaviyo, Iterable, etc.).
• Comfort with basic HTML and setting up dynamic content.
• Impressive attention-to-detail, striving for absolute accuracy.
• Strong understanding of retention KPI's, developing benchmarks, and measurement.
• A passion for data, someone who can quickly synthesize data to create innovative marketing strategies.
• Proactive self-starter with high initiative to turn ideas and ambiguity into action.
• Ability to thrive in a fast-paced environment and juggle competing priorities and tasks.
• Positive, team-player attitude who can bring cross-functional stakeholders together to advance retention goals.
• Understanding of database structures and using data to power strategy and execution.
• Strong Communication: speaks clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly.
• Ability to effectively communicate complex technical ideas to a wide variety of people.
• Continuous Learning: Identifies the information needed to address an issue; gathers information from routine and non-routine sources to support decision-making; assimilates new information quickly; masters new techniques easily.
• Delivering Results: Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; shows commitment to the organization.
• Expertise and Technology: Applies functional and technical expertise to accomplish work; adopts, operates, and repairs job-related technology effectively; generates new functionality within technology systems.

Benefits

• $0.00 out of pocket (Employee only benefit) for Company Healthcare Plan.
• Fertility testing and treatment included in Spanx's medical plans, even without the diagnosis of infertility.
• Primary caregiver receives 16 weeks of parental leave AND the option to work a half-time schedule for up to four additional weeks with full-time pay.
• 10 mental health days.
• 401K matched up to 4% with immediate vesting.
• PTO & Company Holidays, PLUS two full weeks of companywide closures.
• Year-round half-day Fridays.