CRM Manager — Los Angeles, CA

Job Description

We are partnering with a growing fashion and lifestyle brand seeking a strategic, analytical, and hands-on CRM Manager to lead customer retention and lifecycle marketing across email and SMS.

This individual will own the end-to-end customer journey, developing personalized campaigns, automated lifecycle programs, and data-driven retention strategies to increase repeat purchases, customer lifetime value, and brand loyalty.

The ideal candidate combines strategic thinking with strong execution and thrives in a fast-paced, growth-oriented environment. This role will collaborate closely with Marketing, Creative, eCommerce, and Merchandising teams to deliver engaging customer experiences that drive measurable business results.

CRM & Lifecycle Strategy

• Develop and execute a comprehensive CRM and customer retention strategy across email and SMS.

• Build, optimize, and manage automated customer journeys, including welcome, abandoned cart, browse abandonment, post-purchase, cross-sell, win-back, and reactivation flows.

• Identify opportunities to improve repeat purchase rates, customer lifetime value, average order value, and customer engagement.

• Own lifecycle marketing initiatives from strategy and planning through execution and performance analysis.

Email & SMS Marketing

• Manage the email and SMS marketing calendar, including product launches, promotions, seasonal campaigns, and brand initiatives.

• Lead campaign execution from briefing and segmentation through QA, deployment, and reporting.

• Collaborate with Creative and eCommerce teams to develop compelling, on-brand messaging and customer experiences.

• Ensure campaigns are optimized for engagement, conversion, and revenue performance.

Segmentation, Personalization & Analytics

• Develop customer segmentation strategies based on purchase behavior, engagement, lifecycle stage, and customer value.

• Leverage eCommerce and CRM platform data to create personalized campaigns and automated customer experiences.

• Build and execute A/B testing strategies to optimize messaging, creative, offers, timing, and customer journeys.

• Monitor key performance metrics, including retention rate, repeat purchase rate, revenue per recipient, conversion, and customer lifetime value.

• Translate performance insights into actionable recommendations and ongoing improvements.

Loyalty & Customer Engagement

• Support loyalty, rewards, referral, and customer advocacy initiatives.

• Develop strategies to re-engage inactive customers and strengthen relationships with high-value customers.

• Incorporate reviews, user-generated content, and personalized recommendations into lifecycle campaigns.

Campaign Optimization & Cross-Functional Collaboration

• Maintain email and SMS deliverability, list health, consent management, and compliance best practices.

• Conduct thorough campaign QA to ensure accuracy across segmentation, links, personalization, and mobile experiences.

• Partner with Marketing, Creative, Merchandising, and eCommerce teams to align CRM initiatives with business objectives.

• Present campaign performance, customer insights, and growth opportunities to marketing leadership.

Qualifications

• 5+ years of experience in CRM, lifecycle marketing, retention marketing, or email/SMS marketing, ideally within a DTC or eCommerce brand.

• Proven experience developing and executing customer retention strategies that drive measurable revenue growth.

• Strong hands-on experience with Klaviyo highly preferred, or comparable platforms such as Iterable or Bloomreach.

• Expertise in email and SMS automation, customer segmentation, personalization, and lifecycle journey development.

• Strong understanding of retention metrics, customer lifetime value, repeat purchase behavior, and campaign performance.

• Experience with Shopify or comparable eCommerce platforms and customer data analytics.

• Demonstrated ability to build and optimize automated flows and execute sophisticated A/B testing strategies.

• Experience managing campaign calendars, creative briefs, and cross-functional projects.

• Strong analytical skills with the ability to translate data into actionable business recommendations.

• Exceptional attention to detail, organization, and communication skills.

• Comfortable balancing strategic planning with hands-on campaign execution.