Senior Manager, CRM

Who we are:

Hi, we're Supergoop! Since 2005, we've been changing the way the world thinks about sunscreen. Today, we're as committed as ever to creating feel-good sunscreen that you'll really want to wear. Because protecting your skin's health is what we're all about. Every. Single. Day.™

Who You Are:

Supergoop! Is looking for a customer-obsessed CRM professional to join the troop as a Sr. Manager of CRM. You will be responsible for developing and executing strategies to enhance customer retention, loyalty, and drive sales growth within our e-commerce and direct-to-consumer (DTC) channels.

As the Senior Manager, you will play a key role in shaping the overall CRM and lifecycle marketing strategy and ensuring its alignment with the company's goals. Reporting directly to the Sr. Director DTC and CRM, you will utilize your deep understanding of CRM principles to help drive holistic overall business strategies that leverage data-driven insights to optimize customer engagement initiatives and deliver revenue targets alongside best in class program execution.

Responsibilities:

Customer Lifecycle Management - 30%.

• Develop and implement comprehensive CRM and loyalty strategies that align with the company's e-commerce and DTC objectives
• Analyze customer data to identify insights, trends, and opportunities for improving customer retention and loyalty
• Collaborate with cross-functional teams, including marketing, CX, sales, and product, to ensure CRM and loyalty initiatives are integrated into overall business strategies, including lead-gen ad optimizations, brand partnerships, acquisition strategies, and IRL tie-ins
• Manage direct report(s) to develop and deploy efficient and engaging email and SMS campaigns and journeys to drive revenue and audience retention
• Design and execute targeted campaigns and initiatives to engage customers, drive repeat purchases, and increase customer lifetime value
• Utilize customer segmentation and personalization techniques to deliver tailored experiences and offers to different customer segments

Analytics, Reporting, Test & Learn - 20%.

• Create dashboards and monitor and evaluate KPIs related to customer retention, loyalty, and sales from tactical channels, and provide regular reports and insights to senior management
• Own CRM roadmap to optimize programs and campaigns.Stay informed about industry trends and best practices in CRM, loyalty, and e-commerce, and proactively identify innovative tech stacks and approaches that enhance customer experiences and drive business results

Brand & Product education and adoption -25%.

• In conjunction with the eComm and CX teams, evolve the SPF Squad loyalty program to reward brand community engagement
• Develop launch tactics and concept editorial angles to bring new products to life via both short form and long form product storytelling across all CRM touchpoints
• Reinforce brand marketing and e-commerce retail moments via the DTC calendar across multi-channel communications

Vendor Management and Development- 25%

• Manage external partner and vendor relationships focusing on building strong partnerships, JBPs and learning agendas, and ensuring delivery and support in alignment with SLAs.
• Define and manage budgets for external partners and internal support
• Evaluate our CRM tech stack and working with e-commerce team to develop business casing for new tools and investments
• Nurture and develop direct reports/junior troops to help them grow and progress

Qualifications/Experience:

• Bachelor's degree or equivalent experience in business, marketing, or a related field
• Proven experience (8-10+ years) in CRM and loyalty management, preferably in the e-commerce or DTC industry
• Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions
• Solid understanding of customer segmentation, personalization, and lifecycle marketing strategies
• Demonstrated success in developing and implementing CRM and loyalty strategies that drove customer retention, loyalty, and sales growth
• Exceptional project management and organizational skills, with the ability to manage multiple initiatives simultaneously and meet deadlines
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and present ideas to senior management
• Proficiency with CRM platforms, data analysis tools, and marketing automation software.
• Leadership experience, with the ability to inspire and guide a team towards achieving goals.
• Intermediate level experience with Google Analytics. Must be able to form hypothesis and uncover insights based on data, A/B testing, and leveraging past learnings.
• Passion for delivering exceptional customer experiences and driving business results.
• Highly proficient in Microsoft Excel, Google suites, and project management tools.
• This role is based in our NYC offices and will require being on site 3x/week

Supergoop! shines bright for you and offers full-time employees:

• Comprehensive Health Benefits
• Generous Paid Time Off Policy
• 401k with Company Match
• Product Discounts
• Employee Referral Program
• Company and Team Off-Sites

EEO Statement:

Supergoop! is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.

Health and Safety Statement:

The health and safety of you and the Supergoop! Team is important to us. Covid-19 vaccination will be required to work in our office.