CRM & Loyalty Manager

Location: Los Angeles, CA (Hybrid or Remote)

Reports to: Senior Director of eCommerce & Digital Marketing

Experience Level: 3+ years

About the Role

We’re looking for a data‑driven, creative, and retention‑focused CRM & Loyalty Manager to own our customer lifecycle—from first purchase to lifelong loyalty. Under the leadership of the Senior Director of Ecommerce & Digital marketing, you’ll collaborate on the strategy, execution, and optimization across email, SMS, app, and loyalty programs to drive retention, repeat purchase, and customer LTV.

What You’ll Do

• Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
• Manage end‑to‑end customer lifecycle campaigns, from onboarding to re‑engagement.
• Partner with performance marketing and e‑commerce teams to ensure consistent messaging across all touchpoints.
• Build automated and campaign sends in Klaviyo and Attentive , optimizing for engagement, conversion, and deliverability.
• Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
• Manage push notifications and in‑app engagement through Tapcart to drive mobile conversions.

Loyalty & Retention Programs

• Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
• Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
• Analyze performance and customer feedback to evolve the program for higher participation and ROI.
• Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
• Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).
• Collaborate to identify opportunities for improved targeting and automation.

What We’re Looking For

• 3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment. Experience in fashion or beauty is required.
• Hands‑on experience with Shopify , Klaviyo , Attentive , Tapcart , and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo).
• Strong understanding of customer segmentation, automation, and data‑driven marketing.
• Excellent project management and cross‑functional collaboration skills.
• Passion for fashion, lifestyle, or consumer brands with a strong brand voice.
• Experience with A/B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam).
• Background in app engagement or push notification strategy.

Nice to Have

• Strong creative sensibility and copywriting experience for CRM campaigns.

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