CRM & Loyalty Manager

ABOUT US:

As a bag company, CALPAK strives to bring together functionality and the joy of traveling, both every day and far away. Join an innovative and collaborative team to continue to inspire our customers to go places and love getting there. We can’t wait to start this journey with you.

JOB DESCRIPTION:

We are seeking a highly skilled and motivated CRM & Loyalty Manager to join our dynamic marketing team. The ideal candidate has strong expertise in planning, executing, and managing lifecycle marketing channels to drive business growth. The primary channel focus will be email, SMS, push, and loyalty. This role will report to the Director of Retention and will work closely with colleagues in the marketing department and across the organization to drive incremental traffic, revenue, and achieve customer retention goals.

If you are passionate about digital marketing, data-driven decision-making, and achieving measurable results, we want to hear from you!

Requirements

RESPONSIBILITIES:

• Manage retention marketing channels: email, SMS, push, direct mail, and loyalty.
• Collaborate with the Retention Director and cross-functional teams to optimize retention strategies and roadmap to improve conversion, retention, and LTV.
• Create personalized email, SMS, and push campaigns to drive engagement and conversion.
• Develop advanced database segmentation strategy to increase LTV and repeat purchases.
• Oversee the multi-channel retention campaign calendar, ensuring alignment with overarching company goals and initiatives.
• Lead creative briefs with data-backed recommendations for copy, design, and segmentation.
• Establish, implement, and optimize A/B testing strategies to drive improved performance.
• Manage and optimize the loyalty program, including the development of rewards and benefits to incentivize repeat purchases and strengthen brand affinity.
• Develop strategies to grow the subscriber database while minimizing churn.
• Manage vendor relationships and implement new tools to push lifecycle marketing innovation.
• Track, analyze, and report on key performance indicators (KPIs) to stakeholders, providing insights on program performance.
• Identify and implement process improvements to enhance efficiency and effectiveness.
• Prepare reports and insights to inform decision-making and optimize future initiatives.
• Support marketing and cross-functional teams with ad hoc projects as needed.

QUALIFICATIONS:

• 5+ years of experience in lifecycle marketing with a strong focus on email, SMS, push, and loyalty.
• Bachelor’s Degree in marketing or related field.
• 2+ years of experience managing agency and tech partners.
• Hands-on experience with implementing campaigns and flows in Klaviyo (Email) and Attentive (SMS), HTML is a plus.
• Strong analytical skills and the ability to interpret and act on data insights. Experience creating dashboards is a plus.
• Proactive problem solver with the ability to troubleshoot and/or escalate issues effectively.
• Comfortable with ambiguity and takes initiative to lead projects.
• Have an entrepreneurial spirit and thrive in a dynamic, fast-paced, fluid environment
• Proven success in working cross-functionally with all levels and effectively communicating/presenting.
• Detail-oriented, "can do" attitude, and passionate about growth in a fast-paced environment.
• A highly collaborative, driven, and team-oriented individual who is comfortable with new situations and highly iterative projects.
• DTC and/or fashion and apparel experience is a plus.

Benefits

WHY CALPAK: BENEFITS & PERKS

• Annual bonus plan
• Medical, Dental & Vision insurance
• 401K w/ company matching
• Life insurance & Disability coverage
• Accrued paid time off & floating holidays
• Monthly wellness credits
• Dog friendly office
• Employee discount
• Benefits and incentive compensation may be subject to other requirements and conditions