Customer Relationship Management Specialist

Email/CRM Specialist / Manager JDFull time perm,RemoteAbout the Role

The Email/CRM Specialist will execute retention marketing strategies across email, SMS, and direct mail channels, focusing on Email programs that increase customer loyalty and maximize lifetime value. This role requires close collaboration with Brand, Creative, and Digital Product teams to enhance the customer experience and drive engagement. Reporting to the Head of Retention, the ideal candidate is passionate about email/SMS marketing, skilled in ESPs (ideally Klaviyo), and has a strong understanding of customer journey touchpoints.

Key Responsibilities

Campaign Execution & Management

• Build, QA, and launch campaigns and automated flows across all CRM channels (email - Klaviyo, SMS - Postscript, direct mail, and subscription)
• Execute end-to-end campaigns, including creative briefing and feedback, segmentation, personalization, dynamic content, and scheduling
• Manage marketing calendars and campaign schedules in partnership with Brand Management and Head of Retention
• Respond quickly to last-minute creative, copy, or setup changes with 1-2 hour turnaround times

Technical Maintenance & Quality Assurance

• Conduct regular audits of templates powering automated flows, dynamic content, and personalization to maintain integrity
• Complete weekly and monthly monitoring of email automations and performance metrics to ensure technical accuracy and identify potential risks (setup issues, performance drops, promo code errors, etc.)
• Maintain relationships with CRM stakeholders to stay informed of organization-wide code changes, data updates, and template modifications

Learning & Development

• Shadow senior team members on strategic planning and campaign ideation
• Participate in cross-functional meetings to understand how CRM/Email/SMS integrates with broader marketing initiatives
• Stay informed about new features and capabilities within existing tech stack

Operational Support

• Assist with list hygiene, database management, and subscriber segmentation maintenance
• Support customer data management and ensure compliance with email regulations (CAN-SPAM, GDPR, CASL)
• Help troubleshoot technical issues and coordinate with technical support when needed

Analysis & Optimization

• Analyze campaign performance using key engagement and retention KPIs, sharing insights to support optimization and roadmap planning
• Design and execute A/B and multivariate tests across subject lines, messaging, timing, offers, and channels to improve business outcomes
• Provide daily, weekly, and monthly reporting on campaigns, flows, and tests
• Stay current with CRM/Email/SMS best practices and industry trends

Qualifications

Required

• 2-4 years of experience in CRM, retention, or lifecycle marketing within retail, consumer products, or e-commerce
• Hands-on experience with ESPs such as Klaviyo (preferred), Postscript, Attentive, or similar platforms
• Proficiency in desktop and mobile email design
• Basic understanding of HTML/CSS
• Knowledge of e-commerce email design best practices, user-centered design, brand marketing, and creative processes
• Strong multitasking abilities and problem-solving skills
• Excellent written and verbal communication skills

Preferred

• Experience with BI tools (Looker) and analytics platforms (Northbeam, Google Analytics, etc.)
• Familiarity with Shopify or other e-commerce platforms
• Understanding of SMS marketing compliance and best practices
• Background working with fast-moving DTC startups and/or agencies

Working Style

• Proactive and self-motivated with ability to manage multiple projects simultaneously
• Detail oriented with strong organizational skills
• Comfortable taking feedback, iterating quickly, and maintaining an agile workflow
• Takes initiative to identify and propose improvements