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Sr. CRM Marketing ManagerShopBop - New York, NY
posted
  • 5+ years of work experience in marketing and CRM. Customer analytics and e-commerce/mobile experience required
  • Keen understanding of Internet-based consumer behavior and direct-marketing principles including AB test design and analytics
  • Advanced Microsoft Excel and Office skills
  • Bachelor's degree with strong academic performance in a quantitative field such as Mathematics, Statistics, Engineering, Marketing or Economics

Shopbop, the leading online boutique for women’s fashion and an Amazon subsidiary, is looking for a highly analytical, results-driven Senior CRM Marketing Manager to create and drive customer retention programs and segmentation strategies to grow the value of Shopbop’s global customer base. This strategic thinker will lead our loyalty program, helping innovate and drive strategic initiatives in that program. This role is both critical for maximizing revenue growth and highly visible throughout the organization.

This person will provide strategic, operational, and analytical support for the CRM team to launch new programs, evolve the loyalty program, refine current best-practices and help to define CRM within the company. This role will be filled by a highly ambitious individual who will provide the requisite leadership to grow our retention based channels improving Shopbop’s customer experience and marketing strategies. The successful candidate will be very analytical, self-starting, flexible, organized, and reliable.

Responsibilities

  • Create and execute customer segmentation and contact strategies to drive business objectives around increased customer retention, order frequency, lifetime value, profitability, etc. Primary channel of email with expansion into mobile, direct mail and other channels
  • Elevate the loyalty program into a best-in-class program, creating value for our customer
  • Develop test and learn strategies to optimize business impact across marketing programs and campaigns including product affinity, channel affinity, cross-shopping, purchase path, lifecycle, customer LTV & other ad hoc segments
  • Support email team in defining campaign targets to increase channel engagement and productivity through customer targeting, email frequency analyses and trigger testing
  • Partner with international team to define geo specific segments to optimize customer value and drive localized marketing program improvements
  • Develop reporting and insights that accurately and appropriately measure the performance of each integrated campaign over varying periodicities; Effectively communicate results to company executives to help drive organizational change
  • Drive monthly reporting and profiling of our customer base that is both qualitative and quantitative
  • Support Head of CRM with qualitative field research, including customer calls, surveys, site and social feedback, etc. Develop 360 profile to share out with broader organization informing marketing/messaging strategy and overall customer experience
  • Partner with editorial calendar manager to develop, implement, and track integrated content, promotions, offerings, and creative campaigns to drive growth and customer value
  • Partner with marketing colleagues, merchandising and planning, finance, technology and datawarehouse teams to create and enhance segmentation and predictive models, marketing databases, and other systems required to effectively deploy our CRM strategy across the organization
  • Serve as principal marketing led on CRM database technical management and optimization

  • Relevant experience with analytical tools ( Cognos, SAS, SQL, SPSS, Access, Omniture, etc.)
  • Comfortable with ambiguity and creating processes in complex environments to drive progress
  • Strong interpersonal, partnership and influence management skills
  • Superb project management expertise including excellent multi-tasking, prioritization and organization skills
  • Impeccable written and oral communication skills
  • Hands-on, "get-it-done", results-driven mentality
  • Specific experience working with a customer relationship management database
  • Past experience in modeling, statistics and/or predictive analytics
  • Loyalty Program Marketing experience
  • MBA or MS strongly preferred


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