Manager, CRM and Customer Growth

Overall CRM Strategy: Develop and execute the CRM strategy across email, SMS, push notifications, Direct Mail, and other emerging channels to drive customer acquisition, engagement, retention, and loyalty.

• Manage the customer lifecycle: Develop omni-channel customer journey maps and improve multi-touch campaigns to engage customers and deliver personalized experiences/messaging during main lifecycle stages such as welcome, cart abandonment, and win-back.

• Segmentation and personalization: Use customer data and behavioral insights to develop targeted segments and campaigns and deliver personalization at scale, increasing purchase frequency, omnichannel activation, customer lifetime value, and emotional engagement with Credo.

• Direct Mail Strategy: Develop and optimize the direct mail program, identifying high-value customer segments, lifecycle triggers, and personalized offers that complement digital CRM channels and drive acquisition, retention, reactivation, and customer lifetime value.

• Testing and optimization: Establish testing frameworks and measurement plans of creative, frequency, copy, and audiences to continuously improve campaign performance and customer engagement.

Loyalty Program Management

Own the end-to-end vision, strategy, roadmap, and performance of the company's loyalty program.

• Lead the development and optimization of loyalty program structure, benefits, tiering, rewards, partnerships, and member experiences.

• Identify opportunities to increase enrollment, engagement, redemption, retention, and customer lifetime value.

• Partnering with store operations teams on in-store loyalty offers, signage, and member experiences

• Manage relationships with technology partners and vendors, including Yotpo: Ensure we have the tools and partnerships we need to succeed.[Text Wrapping Break]

Analytics & Performance Optimization

Monitor and analyze CRM and loyalty program performance, providing actionable insights and recommendations to improve business outcomes.

• Develop reporting and KPI frameworks to evaluate campaign effectiveness, customer behavior trends, and program health.

• Translate complex data into clear business recommendations for senior leadership.

• Partner with organization to improve audience targeting, personalization capabilities, and measurement methodologies.

• Present performance updates, strategic recommendations, and growth opportunities to senior leadership.

Customer Acquisition & Engagement

Develop strategies to drive loyalty membership growth through digital, paid, in-store, and promotional acquisition efforts.

• Identify opportunities to improve onboarding, activation, and long-term engagement.

• Champion a customer-centric mindset, ensuring CRM and loyalty initiatives enhance the overall Credo experience.

5+ years of experience in lifecycle marketing, CRM, or direct marketing with a focus on email

• Deep understanding of marketing growth levers, including channel mix, audience expansion, and conversion optimization

• Strong strategic and growth mindset, able to identify opportunities across the customer journey and translate insights into scalable, measurable initiatives

• Hands-on experience with a loyalty platform ( Yotpo, LoyaltyLion, or similar) and an Email Service Platform (Listrak, Klaviyo, Salesforce or similar) and personalization tools

• Experience improving performance through continuous testing and optimization

• Experience working with creative teams and aligning to brand guidelines

• Experience in retail, beauty, luxury, or lifestyle brands

• Working knowledge of SMS marketing compliance and data collection best practices

• Experience with Omnichannel programs supporting both e-commerce and retail

• Proven track record managing multi-channel campaigns end to end - including creative kickoff, legal review, QA, launch, and reporting

• Strong project management skills with the ability to juggle multiple concurrent workstreams, stakeholders, and deadlines