The CRM / Marketing Associate will be responsible for developing and executing customer relationship management (CRM) and loyalty programs and initiatives to improve customer retention, increase brand loyalty, and drive revenue growth. This role requires a combination of analytical, creative, and technical skills to create and implement strategies that effectively engage and retain our customer base, spanning multiple brands.
KEY RESPONSIBILITIES
CRM Strategy: Execute CRM strategies that align w... more detailsith company goals, focusing on segmentation, targeting, and personalization. Loyalty Program Management: Design, implement, develop and oversee customer loyalty programs aimed at retaining and engaging customers, increasing their lifetime value, and fostering brand loyalty. Customer Segmentation: Segment the customer database for each brand to deliver personalized and targeted marketing campaigns. Identify, analyze and interpret trends or patterns to provide actionable insights that improve conversion, customer experience or optimization for the overall websites. Email & SMS Marketing: Develop automated journey workflows for both email and SMS channels, executing marketing campaigns for multiple brands. This including: segmentation strategy, template design, content creation, and campaign performance analysis. Provide optimizations and opportunities, consistently testing to improve performance metrics. Data Analysis: Analyze customer data and behavioral patterns across all brands to identify opportunities for enhancing customer engagement and loyalty. Provide data-driven insights to inform decision-making. Cross-functional Collaboration and Coordination: Collaborate with digital designers, merchandisers, marketing, retail stores, buyers and customer support teams to align loyalty program campaigns and initiatives with overall business strategies and ensuring seamless coordination. Vendor management and communications: Manage the Loyalty program for both online/in-store integrations with external partners, identifying issues or discrepancies in data, troubleshooting bugs, and new product enhancements (ex. a shopping app). Reporting and Metrics: Monitor and report on key performance indicators (KPIs) related to customer retention, engagement, and loyalty program performance across multiple brands. Provide detailed reporting to be shared with key stakeholders. Customer Feedback: Collect and analyze customer feedback across all brands to drive data-informed decisions and continuously enhance the customer experience. Compliance: Ensure that CRM and loyalty practices comply with relevant privacy and data protection regulations for each brand. As an ever-evolving business, other duties may be assigned or required. WHAT YOU'LL NEED:Bachelor's degree; marketing, business, or a related field is preferred .-4 years of experience in Ecommerce, email marketing, retention, and/or loyalty program management. Proficiency in CRM software and/or digital marketing tools, preferably with enterprise-level platforms (i.e. Klaviyo, Adobe Campaign, Lexer, SMS - Bump, Yotpo, Salesforce). Experience with loyalty programs and performance is a plus. Proficient in analytics tools (ex. Google Analytics, Power. BI, Looker Studio, Adobe Analytics). Knowledge of customer segmentation and targeting techniques. Exceptional analytical, organizational, time management, and interpersonal skills. An agile team member with the ability to pivot swiftly to meet dynamic business objectives. Competence to problem-solve independently. Results-driven and customer-centric mindset. Dependable and a genuine, positive attitude. Passion for the active sports lifestyle (Surf, Skate, Snowboard) and/or Fashion. Curious mentality! This position requires some on-site hours at our HQ in Costa Mesa, CA; however, some duties can be performed remotely.
