About the position
As a Senior Digital Marketing Associate on our CRM team, you'll play a crucial role in customer retention by reducing churn and owning winback and reacquisition efforts across email, SMS, and push channels while ensuring a seamless customer experience across storefronts. You'll expand reach, optimize messaging through personalized and highly segmented customer journeys and leverage multivariate testing across discount types. This role leads the strategic development and execution of our customer winback efforts from end to end, leveraging customer data and behavioral signals to re-engage the lapsed base. Your proven experience in lifecycle marketing, analytical rigor, and ability to deliver measurable business impact will be critical to success. You have a history of contributing to the creation of marketing strategy, the ability to organize multiple high-impact projects, and a commitment to excellence in both oral and written communication. A data-driven mindset, cross-functional collaboration, and a customer-centric approach will make you the perfect fit.
Responsibilities
- Develop and execute frameworks for multi-variate discount strategies across channels like email, SMS, and in-app push notifications.
- Enhance audience targeting and message relevance using behavioral signals, purchase history, and segmentation data.
- Build a strategy with operations to implement identified opportunities to expand reach within the current database.
- Expand recent efforts to apply a more user friendly coupon application to email design and add variation in SMS channel.
- Partner with finance, marketing, design, technical and operational teams to drive business impact and improve customer outreach.
- Monitor key metrics and analyze campaign performance, prepare reports, communicate results, and provide insights.
Requirements
- 4+ years of experience in CRM, lifecycle marketing, or email/SMS marketing preferably in an ecommerce, direct-to-consumer business.
- Strong analytical skills with the ability to interpret data to inform marketing decisions and generate actionable insights.
- Prior ownership of cross-sell, upsell, renewal, or retention may substitute for winback experience or discount methodology.
- Proficiency with customer data platforms (CDPs), marketing automation tools (e.g., Iterable, Braze, Klaviyo), and campaign analytics.
- Hands-on experience with multivariate testing in campaign optimization.
- Proven track record of developing and executing retention strategies and personalization frameworks across channels.
- Able to drive innovation and enhance customer experiences by collaborating with stakeholders across multiple business functions.
- Dedication to creating effective customer-facing communications and experiences.
- Demonstrated success advancing marketing strategy while also executing day-to-day work.
- Attention to detail and a strong sense of ownership over quality and accuracy with excellent project management and organizational skills.
Benefits
- Free eye exams for your entire family
- Deep discounts on lenses, glasses, and other services
- Amazing healthcare coverage
- 401(k) match
- Flexible PTO
- Tuition reimbursement program
- In-house restaurant with highly discounted meals
- Free snacks, ice cream, and drinks every day
- Full onsite gym
