Senior Manager, CRM & Loyalty, NOYZ — Los Angeles, CA

Location: El Segundo, CA (Hybrid, 3 days on-site)

Reports to: Assistant VP of Digital and Ecommerce

Salary Range: $120,000 to $135,000 (DOE)

About Us:

NOYZ is a first-of it’s-kind fine fragrance house born in LA. Fragrances fueled by feelings, not fantasies are made with unconventional, clean ingredients and innovative formats. Always rooted in real, raw and authentic storytelling. We’re flipping the script on the category, replacing perfection with personality and industry rules with a bit of rebellion. Refinery 29 said it best, “NOYZ is the brand for the cool kids who don’t want to smell like everyone else.”

Backed by jCTU8 Uub5s gHNKT — the powerhouse behind BÉIS by Shay Mitchell, Pattern by Tracee Ellis Ross, and florence by mills — NOYZ is the next category-defining brand. Based in Los Angeles with offices in El Segundo, our team is built for impact, bringing together brilliant minds to push boundaries and challenge the status quo.

The 30,000 Foot View:

At NOYZ, we move fast, think big and play where culture is created – not copied.

This is a team that embraces creative freedom and storytelling, while having fun doing things differently. After our first breakout years of explosive growth, we are looking for a strategic thought leader in retention who can operate high and low – setting the vision with leadership one day and getting into the flows the next.

This person is energized by building something from the ground up, innovating where others follow the playbook, and leading change through influence. Data forward, hyper focused on turning first-time buyers into lifelong fans, and passionate, scrappy and down to be building while executing!

As Sr. Manager, CRM & Loyalty this person will own day-to-day customer retention across email, SMS and loyalty, and will launch our new loyalty program to grow membership and LTV!

Key Roles & Responsibilities:

Retention Strategy, Vision & Ownership

• Set the long-term CRM and loyalty vision and serve as NOYZ’s internal thought leader on retention, bringing outside inspiration and emerging best practices into the brand

• Lead change through influence, building alignment with leadership and cross-functional partners on retention priorities without relying on direct authority

• Own day-to-day customer retention across email, SMS and loyalty, with full accountability for retention revenue targets

• Build the annual and quarterly retention roadmap and CRM calendar, aligned to product launches, brand moments and promotional priorities

• Own retention KPIs including repeat purchase rate, time between purchases, churn, AOV and customer LTV

• Turn first-time buyers into lifelong fans through discovery-to-full-size, replenishment and cross-category (fragrance + candles) journeys

Loyalty Program Launch & Growth

• Lead the launch of NOYZ’s new loyalty program end-to-end: program architecture, earn and redeem mechanics, tiers, rewards catalog and member benefits

• Partner with the loyalty platform, eCommerce and tech teams on integration, data flows and QA across site, email and SMS

• Own the go-to-market for launch: positioning, naming, member onboarding and activation across every owned touchpoint

• Grow membership enrollment, engagement and redemption, and deliver measurable lift in member LTV, purchase frequency and AOV vs. non-members

• Build a multi-year loyalty roadmap with surprise-and-delight moments, member-exclusive access and community-driven experiences

• Manage program economics including reward liability, cost-to-serve and margin impact, in partnership with Finance

Email & SMS Strategy and Execution

• Own email and SMS channels end-to-end: strategy, segmentation, calendar, creative briefs, QA and deployment

• Build, optimize and scale lifecycle flows including welcome, browse/cart/checkout abandonment, post-purchase, replenishment, win-back and sunset

• Grow email + SMS attributed revenue and its share of total DTC revenue

• Integrate loyalty status, points and rewards into campaigns and flows for personalized, member-aware messaging

• Brief and partner with creative, brand and agency partners to deliver on-brand, culturally relevant content

List Growth, Deliverability & Compliance

• Own email and SMS subscriber acquisition through sign-up forms, pop-ups, zero-party data capture and on-site and off-site collection

• Protect list health, deliverability and sender reputation

• Ensure compliance with CAN-SPAM, TCPA, CCPA and consent best practices, plus international privacy requirements (e.g., GDPR) as the brand expands

Data & Analytics, Reporting, and Actions

• Own retention and loyalty KPI dashboards and a weekly reporting cadence that drives action

• Lead cohort analysis, LTV modeling and segmentation to identify highest-value customers and at-risk churn

• Champion a test-and-learn roadmap across offers, timing, content, flows and loyalty mechanics

• Lead post-campaign and post-launch analysis with clear recommendations

AI Efficiency & Roadmap Development

• Identify and implement AI-powered tools that drive efficiency across segmentation, predictive analytics, personalization and content development

• Stay ahead of emerging AI capabilities in CRM and loyalty and advocate for adoption where ROI is clear

• Build internal workflows that scale quality without scaling headcount

Cross-Functional Partnership & Customer Voice

• Partner with eCommerce, paid media, brand, community, customer care and retail teams to deliver a seamless customer experience across DTC and retail partners, bring the voice of the customer into product and merchandising decisions, and advance the company’s long-term retention and LTV agenda

The Uniquely Celebrated Skills As:

• A strategic thought leader who operates high and low – as comfortable presenting a retention vision to leadership as building and QA’ing a flow.

• A builder and innovator excited to create something from the ground up, not just inherit and maintain an existing program.

• A retention pro with 6-8+ years in CRM, lifecycle or retention marketing at a DTC brand, ideally in beauty, fragrance or consumer goods.

• A loyalty builder who has launched or scaled a loyalty or membership program from strategy through execution, with proven LTV impact.

• A Klaviyo power user with hands-on SMS (e.g., Attentive, Postscript) and loyalty platform (e.g., Yotpo, LoyaltyLion, ••••••••) experience.

• A data-driven operator fluent in segmentation, cohorts, A/B testing and LTV modeling, with working knowledge of email/SMS compliance.

• A flexible self-starter that thrives with a solution-oriented, startup mentality.

• A digital sponge always ahead on what’s next in the industry and championing around it.

• A change agent who leads through influence – easily expressing ideas, earning buy-in across teams and rallying everyone around them.

• A collaborative force that thrives in fast moving environments with high expectations balanced with a highly devoted, positive vibes only team environment to deliver results.

• An experienced sprinter in early-stage or challenger brands where urgency, pace, culture building and creativity were keys to success.

What We Offer That’s Uniquely NOYZ:

• A rare chance to shape a brand from its earliest inflection point.

• Creative freedom and a seat at the leadership table.

• Access to an influential community of creators, disruptors and vision board type projects.

• A fast-paced, no-BS environment that values experimenting, ambition, being different and laughter, with minimal use of PowerPoint and absolutely no corporate RACIs.

ABOUT trfPa dbEFW DENFU

A disruptive force of innovation in the beauty and lifestyle space, we are a brand incubator delivering thoughtful products and bold strategies that intuit the needs of today’s consumer. Our expertise spans from brand and product development to design, licensing, and procurement services. We are on a continuous search for white space in the marketplace to develop brands that specifically fill that gap.

jCTU8 Uub5s gHNKT reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. jCTU8 Uub5s gHNKT may require an employee to perform duties outside his/her normal description.

jCTU8 Uub5s gHNKT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.