eCommerce CRM Manager
South Florida Tech Hub
The eCommerce CRM Manager is responsible for driving the strategy, execution, and ongoing improvement of CRM programs designed to onboard new customers as well as drive awareness, revenue, and retention. Position is also responsible for uncovering insights from data, optimizing Garden of Life’s eCRM program, and building a best-in-class program with an eye on improving customer experience and increasing customer retention, purchase frequency, and lifetime value.
ESSENTIAL JOB FUNCTIONS
Develop a lifestyle-centric communication strategy activated through email and SMS to create an ongoing, relevant connection with consumers and improved lifetime value. Deliver brand, product, consumption, and purchase messaging to drive sales. Lead messaging development for email & SMS; work with Marketing, Creative, and Legal to drive creative development and message set-up.
Build and drive eCommerce customer loyalty strategy; define the loyalty vision and strategy with the goal of driving customer retention and profitability. Work cross functionality to evolve technology and operations to support the vision and deliver the consumer value proposition.
Define KPIs and business objectives of the eCRM programs; develop metrics and reports, including a weekly scorecard for KPI tracking. Measure campaigns and deliver meaningful real-time insights. Leverage insights and industry trends to optimize strategies and tactics.
Build a promotional strategy leveraged across digital channels to convert prospects to buyers and buyers to repeat buyers. Establish a test and learn approach to understand consumer responses to marketing messages and incentives along the buying journey; analyze effectiveness and profitability.
Develop segmentation strategies and improve personalization at every touchpoint utilizing a test and learn approach to build proof of concept and automate journeys to maximize engagement and retention. Deliver a robust email automation plan to hit revenue goals.
Other duties as requested.
Bachelor Degree in Business, Marketing or equivalent
3-5 years of professional experience in eCommerce and/or DTC, managing CRM campaigns and setting CRM strategy
Proven expertise in eCRM for a major brand, specifically in the delivery and optimization of CRM communications and targeted direct communications
Experience with customer segmentation and automated email workflows; knowledge of Yotpo and Klaviyo or similar loyalty/ESP platforms is a plus
Experience leading cross-functional teams
SPECIFIC OR ADDITIONAL SKILLS
Passion for all things CRM, keeping up-to-date with latest trends in the industry
Analytical mindset with the ability to translate customer behavior into actions
Results oriented with a proven track record of meeting growth targets
Thrives in a fast-paced business environment with an ability to adapt quickly to change
Able to collaborate effectively across all levels of the organization as well as outside partners
Able to effectively communicate, both written and orally
Exceptional attention to detail
SPECIALIZED KNOWLEDGE, LICENSES, ETC.
Basic proficiency with HTML and CSS, experience using WYSIWYG email
GARDEN OF LIFE EEO STATEMENT
Garden of Life LLC is an Equal Opportunity Employer seeking diversity in qualified applicants for employment. We promote diversity of thought, culture, and background, which connects the entire Garden of Life family. All applicants will receive consideration for employment without regard to age, sex, sexual orientation, gender identity or expression, marital status, race, color, national origin, citizenship, religion, military status, disability, genetic information, pregnancy or related condition, or any other basis protected by law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.