Scrubs & Beyond
About Us
Kindthread is a leading company in the healthcare apparel space, with brands including Scrubs & Beyond, Landau, and White Cross. We are dedicated to providing high-quality apparel and an exceptional customer experience across our brands. Our mission is to elevate the healthcare workforce with products that are functional, stylish and comfortable.
Overview We are seeking a Sr. CRM Manager to lead the execution and optimization of customer relationship management initiatives across both e-commerce and brick-and-mortar channels. This role is responsible for driving customer engagement, retention, and lifetime value through data-driven insights, personalized marketing, and seamless customer communication. The ideal candidate is both analytical and creative with the ability to translate customer data into actionable strategies while overseeing the execution of campaigns that deliver measurable business impact.
Essential Job Duties Customer Analytics & Insights
Lead development of customer segmentation, lifecycle modeling, and behavioral analysis to inform CRM strategy.
Identify opportunities to increase retention, reactivation, and customer lifetime value.
Translate insights into actionable recommendations for product, marketing, and retail teams.
Monitor CRM KPIs including retention, repeat rate, churn, engagement, and conversion metrics.
CRM Strategy Development
Develop and execute a holistic CRM strategy that enhances personalization across digital and in-store experiences.
Own the customer journey and lifecycle marketing roadmap, from acquisition through loyalty.
Collaborate cross-functionally with eCommerce, Retail and Brand teams to align CRM initiatives with broader marketing objectives.
Evaluate and implement CRM technology and automation improvements to optimize efficiency and performance.
Channel Ownership: Email & SMS
Lead strategy, planning and execution of all Email and SMS marketing campaigns.
Manage segmentation, testing and optimization for increased engagement and conversion.
Oversee creative, copy and technical set up to ensure consistency with brand voice and compliance with privacy and regulatory standards.
Leverage automation and triggers to deliver timely, personalized messages based on customer behavior and lifecycle stage.
Cross-Functional Collaboration
Partner with product, e-commerce and retail operations to unify online and offline customer experiences.
Collaborate with creative and merchandising teams to ensure CRM campaigns reflect current business priorities.
Work closely with analytics, IT and data engineering to maintain CRM data integrity and infrastructure.
Required Skills/Abilities
Expertise in customer analytics, segmentation and lifecycle marketing.
Proficiency in CRM Platforms, CDPs, ESPs (e.g., Ometria, Salesforce Marketing Cloud, Klaviyo or similar).
Proven experience driving CRM strategy and execution in e-commerce and brick-and-mortar retail environments.
Experience managing loyalty programs and customer retention initiatives.
Expertise in Email and SMS specific KPIs (Open Rates, CTRs, etc.).
Technical proficiency: knowledge of various digital advertising platforms and tools.
Creativity: ability to develop engaging and effective creatives.
Project Management: strong organizational skills to manage multiple campaigns simultaneously.
Communication: excellent verbal and written communication skills.
Collaboration: ability to work effectively with cross-functional teams.
Strong proficiency with marketing tools such as Amplitude, GA4, Google Tag Manager, HubSpot or similar.
Strong analytical mindset with the ability to turn insights into campaign optimizations.
Education and Experience
Bachelor’s degree in Marketing, Business or a related field.
Experience in some form of apparel is preferred.
Forecasting and budget management.
Understanding paid media marketing is a plus.
Compensation $105,000 - $120,000 annual salary. Kindthread encourages applications from candidates at all levels. Compensation will be commensurate with experience.
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Overview We are seeking a Sr. CRM Manager to lead the execution and optimization of customer relationship management initiatives across both e-commerce and brick-and-mortar channels. This role is responsible for driving customer engagement, retention, and lifetime value through data-driven insights, personalized marketing, and seamless customer communication. The ideal candidate is both analytical and creative with the ability to translate customer data into actionable strategies while overseeing the execution of campaigns that deliver measurable business impact.
Essential Job Duties Customer Analytics & Insights
Lead development of customer segmentation, lifecycle modeling, and behavioral analysis to inform CRM strategy.
Identify opportunities to increase retention, reactivation, and customer lifetime value.
Translate insights into actionable recommendations for product, marketing, and retail teams.
Monitor CRM KPIs including retention, repeat rate, churn, engagement, and conversion metrics.
CRM Strategy Development
Develop and execute a holistic CRM strategy that enhances personalization across digital and in-store experiences.
Own the customer journey and lifecycle marketing roadmap, from acquisition through loyalty.
Collaborate cross-functionally with eCommerce, Retail and Brand teams to align CRM initiatives with broader marketing objectives.
Evaluate and implement CRM technology and automation improvements to optimize efficiency and performance.
Channel Ownership: Email & SMS
Lead strategy, planning and execution of all Email and SMS marketing campaigns.
Manage segmentation, testing and optimization for increased engagement and conversion.
Oversee creative, copy and technical set up to ensure consistency with brand voice and compliance with privacy and regulatory standards.
Leverage automation and triggers to deliver timely, personalized messages based on customer behavior and lifecycle stage.
Cross-Functional Collaboration
Partner with product, e-commerce and retail operations to unify online and offline customer experiences.
Collaborate with creative and merchandising teams to ensure CRM campaigns reflect current business priorities.
Work closely with analytics, IT and data engineering to maintain CRM data integrity and infrastructure.
Required Skills/Abilities
Expertise in customer analytics, segmentation and lifecycle marketing.
Proficiency in CRM Platforms, CDPs, ESPs (e.g., Ometria, Salesforce Marketing Cloud, Klaviyo or similar).
Proven experience driving CRM strategy and execution in e-commerce and brick-and-mortar retail environments.
Experience managing loyalty programs and customer retention initiatives.
Expertise in Email and SMS specific KPIs (Open Rates, CTRs, etc.).
Technical proficiency: knowledge of various digital advertising platforms and tools.
Creativity: ability to develop engaging and effective creatives.
Project Management: strong organizational skills to manage multiple campaigns simultaneously.
Communication: excellent verbal and written communication skills.
Collaboration: ability to work effectively with cross-functional teams.
Strong proficiency with marketing tools such as Amplitude, GA4, Google Tag Manager, HubSpot or similar.
Strong analytical mindset with the ability to turn insights into campaign optimizations.
Education and Experience
Bachelor’s degree in Marketing, Business or a related field.
Experience in some form of apparel is preferred.
Forecasting and budget management.
Understanding paid media marketing is a plus.
Compensation $105,000 - $120,000 annual salary. Kindthread encourages applications from candidates at all levels. Compensation will be commensurate with experience.
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