CRM Manager

CRM MANAGER

LOS ANGELES, CA

Who We Are

Tower 28 is building a world where beauty is accessible, inclusive, and sensitive. We want to push the boundaries of what beauty should be: a mix of high quality, high standards, and high levels of fun. We want to be a beauty big sister, who knows what’s right (clean, non-toxic, vegan, cruelty-free) but also knows how to have a good time (clean beauty doesn’t have to be so serious!).

What You’ll Be Doing

In this role you will be responsible for building strong relationships with our customers to develop loyalty and increase sales. You will be finding ways to improve the experience of and better serve our customers and manage customer satisfaction. The ideal candidate will have a passion for data insights to create exceptional  marketing campaigns. You will lead all email, sms, direct mail and loyalty program creation.

This is a full-time role with a hybrid work schedule based in West LA and will report directly to the Chief Digital Officer.

Key Responsibilities

Email and SMS Strategy & Management:

• Build monthly product stories and develop a calendar aligning with the global marketing calendar. 
• Create, schedule and deploy all email and SMS campaigns. 
• Collaborate with the creative team to develop engaging content that aligns with the brand’s voice and values. 
• Develop and maintain segmentation strategy to support targeted marketing efforts.
• Manage list health. Align with team on monthly goals
• Prepare weekly/monthly and quarterly hindsight. Monitor performance metrics and provide actionable insights to optimize future campaigns. 
• Collaborate with the sales team to track repeat purchase rate. 
• Grow and build email and sms lists.
• A/B testing content, stories and templates.
• Manage vendors. 
• Own and manage platforms including: Klaviyo and Attentive. 
• Maintain email flows and optimize them as needed. 
• Help scale our SMS list.
• Work closely with eCommerce, product, and customer service teams to ensure campaigns support business objectives and reflect customer feedback.
• Liaise with external vendors and platforms, such as Klaviyo, Attentive, or other CRM tools, to enhance campaign performance.

Process Improvement:

• Identify opportunities to streamline processes, enhance workflows, and introduce automation to improve efficiency and effectiveness.

Customer Journey Enhancement:

• Support the creation and management of lifecycle marketing strategies, including welcome series, win-back, and loyalty campaigns.
• Analyze customer behavior and recommend strategies to enhance retention and lifetime value.
• Process Development & Documentation: Collaborate with the Director of Ecomm to refine and document CRM processes, ensuring clarity and scalability.

Campaign Personalization: 

• Utilize advanced segmentation strategies to deliver hyper-targeted campaigns tailored to diverse customer profiles.

• Work with the team to identify high-impact opportunities for personalization, ensuring communications align with customer preferences and behaviors.

Cross-Department Coordination for Timelines:

• Partner with product, creative, and eCommerce teams to establish clear timelines and accountability for campaign assets, ensuring on-time execution during high-demand periods.

Requirements

• Bachelor’s degree in Marketing, Business, or a related field.
• 3-6 years of experience in CRM, email, or digital marketing, preferably in the beauty or eCommerce industry.
• Proficiency with CRM and email marketing platforms such as Klaviyo, Attentive, or similar tools.
• Familiarity with analytics tools like Google Analytics or Shopify is a plus.
• Basic knowledge of HTML for email customization is a bonus.
• Strong organizational skills and attention to detail.
• Analytical mindset with a passion for data-driven decision-making.
• Ability to thrive in a fast-paced, collaborative environment.
• Proven ability to navigate fast-paced environments with tight deadlines and shifting priorities.
• Strong Communication Skills:
• Adept at providing feedback to senior leadership and cross-functional teams, clearly articulating opportunities and roadblocks in CRM campaigns.

Benefits at Tower 28

• Excellent benefits, including healthcare, dental, vision
• Holidays, vacation, and sick time
• Summer Fridays and quiet week between Christmas and New Years