Senior CRM Manager

Parachute Home•Los Angeles, CA

2d•Onsite

About The Position

The Senior Customer Retention Marketing Manager at Parachute Home will lead our customer retention initiatives. In this role, you will be responsible for developing and executing lifecycle marketing strategies to engage, retain, and nurture our customer base. You will oversee the email and SMS channels, driving the planning, creation, and execution of campaigns that deepen customer relationships and enhance the overall customer experience. The ideal candidate will leverage customer insights and data to create personalized, impactful marketing initiatives that enhance the customer experience and increase lifetime value. As a key player in the marketing team, you will collaborate with cross-functional teams to ensure the successful execution of lifecycle marketing programs that align with Parachute's brand values and business goals.

Requirements

5 - 7 years of experience in lifecycle marketing, customer retention, or a similar role, preferably in the e-commerce or retail industry.
Proven track record of successfully managing email and SMS marketing campaigns, including strategy development, execution, and optimization.
Strong understanding of email & SMS marketing platforms (e.g., Klaviyo, Iterable, etc.) and customer data platforms (e.g., Segment, Amperity, etc.).
Experience with segmentation, personalization, and A/B testing in lifecycle marketing campaigns.
Excellent analytical skills with the ability to interpret data and translate it into actionable insights.
Strong project management skills with the ability to manage multiple campaigns simultaneously and meet deadlines.
Exceptional communication and collaboration skills, with the ability to work cross-functionally and influence key stakeholders.
Creative thinker with a passion for customer experience and a deep understanding of consumer behavior.

Responsibilities

Customer Retention Strategy:
Develop and implement comprehensive lifecycle marketing strategies aimed at increasing customer retention and loyalty.
Leverage data and customer insights to segment audiences and create personalized, targeted campaigns that resonate with our customers.
Plan and execute lifecycle marketing campaigns, including welcome series, win-back programs, and post-purchase engagement, to drive customer retention and lifetime value.
Email and SMS Channel Management:
Oversee the planning, execution, and optimization of email and SMS marketing campaigns.
Collaborate with cross-functional teams (e.g., creative, merch, analytics) to ensure timely and accurate delivery of email and SMS communications.
Create briefs for email campaigns, providing clear direction on content, design, and messaging to align with channel goals.
Optimize email and SMS campaigns through testing, segmentation, and personalization to improve open rates, click-through rates, and conversion rates.
Ensure all email and SMS campaigns are in compliance with relevant regulations (e.g., CAN-SPAM, CCPA, CASL).
Performance Analysis and Optimization:
Monitor, analyze, and report on key performance metrics, providing insights and recommendations for continuous improvement.
Utilize data-driven insights to refine and enhance lifecycle marketing strategies, ensuring alignment with overall business objectives.
Stay current with industry trends and best practices to continually elevate our lifecycle marketing efforts.
Collaboration and Leadership:
Partner closely with the creative, merch, and data teams to align lifecycle marketing initiatives with broader marketing and business goals.
Act as a champion for the customer within the organization, advocating for initiatives that enhance the customer experience and drive retention.