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RETENTION & CRM MANAGER

New York, New York Permanent USD100,000 - USD120,000 per year View Job Description
As a Retention & CRM Manager, you will lead customer retention and CRM activity for a retail business within the Marketing & Agency department. You will use customer-focused campaigns and CRM programs to strengthen repeat engagement and support business goal
  • Own the entire CRM and retention strategy for a premium global brand
  • High-impact role driving customer lifetime value in a growing DTC business

About Our Client

Our client is an internationally recognized premium apparel brand with a long-standing heritage and an ambitious growth strategy across its US DTC business.

Job Description

Lifecycle Marketing & Campaign Management

  • Develop, build, and optimize customer lifecycle programs across email and SMS channels.
  • Manage key automated journeys including welcome, post-purchase, retention, win-back, and reactivation campaigns.
  • Execute campaigns and workflows directly within Klaviyo.
  • Create and maintain campaign calendars aligned with broader business objectives.



Loyalty Program Management

  • Own the loyalty program strategy and day-to-day execution.
  • Optimize rewards, incentives, redemption experiences, and member engagement.
  • Analyze loyalty performance and identify opportunities to increase repeat purchases and customer value.



Segmentation & Personalization

  • Build advanced customer segments using behavioral, transactional, and engagement data.
  • Develop personalization strategies that improve customer engagement and conversion.
  • Drive growth and utilization of first-party and zero-party customer data.



Testing & Optimization

  • Establish an ongoing testing framework across subject lines, creative assets, offers, audience segments, and send times.
  • Analyze performance and implement winning strategies across future campaigns.
  • Continuously improve customer experiences through data-driven insights.



Analytics & Forecasting

  • Own CRM reporting, revenue forecasting, and performance analysis.
  • Track and report on engagement, retention, repeat purchase rates, conversion metrics, customer lifetime value, and CRM contribution to revenue.
  • Provide actionable recommendations based on campaign and lifecycle performance.



CRM Operations & Compliance

  • Manage CRM technology platforms, integrations, and deliverability performance.
  • Maintain customer database health and CRM best practices.
  • Ensure compliance with applicable privacy regulations and email/SMS marketing standards.
  • Stay informed on emerging CRM technologies, trends, and industry developments.



Cross-Functional Partnership

  • Partner closely with creative, merchandising, digital marketing, and acquisition teams.
  • Ensure retention strategies align with broader customer acquisition and e-commerce objectives.
  • Serve as the subject matter expert for customer lifecycle marketing across the organization.

MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.

The Successful Applicant

Must Haves:

  • 5+ years of experience in CRM, lifecycle marketing, retention marketing, or email marketing within a DTC or e-commerce environment.
  • Hands-on experience with Klaviyo, including campaign execution, flow creation, segmentation, and automation.
  • Demonstrated success increasing retention rates, repeat purchase behavior, customer lifetime value, and CRM-driven revenue.
  • Strong analytical skills with the ability to interpret data and translate insights into business recommendations.
  • Experience building testing and optimization programs that improve marketing performance.
  • Excellent prioritization and project management skills.
  • Strong collaboration and communication skills with the ability to work across multiple teams.
  • A customer-first mindset with a strong appreciation for brand consistency and customer experience.

Nice to Haves:

  • Experience with Yotpo Reviews and/or Yotpo Loyalty.
  • SMS marketing platform experience.
  • Background in apparel, fashion, retail, or other considered-purchase consumer categories.
  • Experience working within a consumer brand or CRM-focused agency environment.

What's on Offer

  • Salary of $100,000 to $120,000.
  • Opportunity to join a globally recognized consumer brand experiencing significant e-commerce growth.
  • Ownership of a highly visible and strategically important revenue channel.
  • Collaborative, fast-paced environment with strong cross-functional partnership.
  • Ability to directly influence retention strategy, loyalty initiatives, and customer experience.
  • Exposure to leading CRM, loyalty, and marketing technology platforms.
  • Competitive compensation package, bonus opportunity, and benefits program.
Contact
Patrice Grande
Quote job ref
JN-102026-7128141

Job summary

Sector
Marketing
Sub Sector
CRM Agencies
Industry
FMCG (Fast Moving Consumer Goods)
Where
New York
Contract Type
Permanent
Consultant name
Patrice Grande
Job Reference
JN-102026-7128141
 

Michael Page is an inclusive employer. We want to make sure you have everything you need to perform at your best throughout our hiring process, so please let us know if there is anything we can do to support with your application or interview.