Senior CRM Manager

Summary:

The Senior Manager of CRM will be responsible for driving and maintaining best-in-class loyalty and retention for Charlotte’s Web customers. You will balance marketing, analysis, and program execution in a unique industry while working highly cross-functionally within the organization.

Roles & Responsibilities:

·       Develop and execute comprehensive email communication strategies, prioritizing the acquisition, retention, and engagement of customers.

·       Create audiences and cohorts using CDP, build campaigns and automated flows to target those segments.

·       You will have the critical responsibility of optimizing Lifetime Value (LTV), which entails crafting and executing a comprehensive marketing strategy across various channels.

·       Take ownership of end-to-end campaign development, including setup, quality assurance, and reporting throughout the entire customer lifecycle.

·       Analyze data and customer behavior to identify trends and extract valuable insights for optimizing campaign performance, customer lifetime value, and retention. Implement responsive strategies based on these insights.

·       Partner with cross-functional teams to develop, implement, test and scale data-driven, customer-centric marketing plans.

·       Utilize advanced customer analytics to inform and develop innovative engagement strategies and tactics that keep the company at the forefront of customer communication.

·       Support initiatives like influencer campaigns, product launches, and events by building cross-channel communication around each.

·       Prepare materials that effectively guide and communicate business priorities and CRM strategies within the organization.

·       Assist in managing email creative requests, ensuring they follow established processes and maintaining transparent communication with stakeholders.

·       Oversee and maintain end-to-end CRM marketing programs, with a focus on automation, personalization, and hyper-targeted segmentation, that are designed to influence set KPI’s

·       Plan CRM promotions that consider cross-functional implications around operational support, budgeting, marketing segmentation, campaign direction, and post-promotion analysis

·       Employ A/B testing and identify opportunities to drive marketing results

·       Drive volume and profitability in lifecycle communications by ensuring customers receive the right communication at the right point in their user journey

·       Use quantitative analysis and analytics (dashboards, reporting, and data visualization tools) to effectively translate analytics into clear insights and actionable recommendations

·       Work closely with the Product team to ensure alignment on CRM business needs and upcoming product improvements

·       Utilize CRM and analytic tools to forecast results of various tactics, advocate for resource prioritization, and report on the success of individual campaigns.

·       Must be willing and able to perform other duties as assigned

Job Requirements:

Education & Experience:

·       Bachelor’s degree in marketing or a related field

·       5 years of marketing or CRM experience

·       Comprehensive experience tracking and reporting key CRM performance metrics

·       Demonstrated experience implementing loyalty, CRM, and automation marketing programs and processes

·       Prior working experience with CRM tools related to campaign management, email, push notifications, in-app messaging, etc.

·       Strong written and verbal communication skills

·       Ability to monitor, interpret, and report on data to help build cohesive marketing programs

·       Proven experience in owning and executing all aspects of communication and campaign development.

·       Familiarity with working with a Customer Data Platform (CDP) and the ability to effectively build and strategically target specific audiences using CDP data.

·       Experience working with businesses that support both an e-commerce platform and a Sales team

·       Experience optimizing copy and design for maximized performance

·       Cross-channel marketing experience is preferred

·       Experience with referral programs is preferred

Functional/Technical Knowledge, Skills & Abilities:

·       Strong organization and attention to detail skills with an ability to take initiative, prioritize, and multitask in a dynamic environment

·       Ability to professionally deal with problems involving variables in standardized situations

·       Ability to work both in a team environment and independently as required

·       Able to multitask and prioritize a large and diverse task load

·       Excellent oral and written communication skills

·       Solid computer skills (Microsoft Office, OneDrive, and Slack, etc) with strong knowledge of MRP/ERP systems; ability to further develop proficiencies

·       Positive attitude and strong work and moral ethic, commitment to company values

·       Must have a high sense of urgency and take ownership of assigned tasks

·       Must be able to work a flexible schedule that fluctuates in response to business demands

·       Mathematical computation, ability to process and analyze significant amounts of data

Physical Demands and Work Environment:

·       Physical demands:  This job may require physical agility and stamina. Employee may be required to sit or stand for long periods of time. Must demonstrate good manual dexterity and be able to perform repetitive tasks. Must use proper protective equipment when performing duties.

Compensation: 

$125,000.00 - $135,000.00

Location:

US required. We are pleased to offer this opportunity in CA, CO, CT, FL, IL, MA, MI, NH, NM, NY, OH, TN, TX, VA, & WI.

Charlotte's Web offers a diverse, quality work environment, a great compensation package, and a comprehensive benefits package. Our benefits include medical/dental/vision insurance, pet insurance, 401K match, short and long-term disability, flexible PTO, and sick time. We are an Equal Opportunity Employer.

Employees may be eligible for a discretionary bonus in addition to base pay. Annual bonuses are designed to reward individual contributions as well as allow employees to share in company results.

Recruiting for this role ends on ­­­­­­­­2/19/2024.