About Boy Smells:
Boy Smells is a modern, inclusive brand redefining the intersection of luxury fragrance and self-expression. From our candles to personal fragrances, we create products that embrace a full spectrum of identity while delivering elevated experiences. As we embark on relaunching Boy Smells with a full rebrand, we thrive on creativity, collaboration, and the scrappiness of a startup mindset.
About the Role:
The CRM Manager will be a key member of the Growth & Ecommerce team, responsible for developing and executing strategies to cultivate customer loyalty, increase lifetime value (LTV) and drive revenue growth. This role requires a strategic, data-driven individual with a proven track record in email, SMS, and loyalty program management within the beauty sector. The ideal candidate will possess strong analytical skills, a collaborative spirit, and exceptional communication abilities to effectively influence cross-functional teams.
Key Responsibilities:
- Strategy & Planning: Develop and implement a comprehensive CRM strategy encompassing email, SMS, loyalty programs, and other relevant channels, aligned with overall business objectives. This includes creating a content calendar, A/B testing plans, and identifying opportunities to enhance customer journey mapping.
- Campaign Management: Lead the end-to-end development and execution of email and SMS marketing campaigns, including ideation, creative briefing, segmentation, testing, scheduling, and optimization. Maintain and optimize email and SMS flows and ensure alignment with brand voice and values. Manage campaign performance through reporting and analysis of key performance indicators (KPIs), such as open rates, click-through rates, conversion rates, repeat purchase rates, churn rate, LTV, and customer lifetime value.
- Data Analysis & Insights: Analyze customer data, purchase behavior, and segmentation insights to inform marketing strategies. Leverage data-driven insights to personalize customer journeys and recommend strategies to improve customer retention, engagement, and lifetime value. Proficiency in utilizing analytics platforms, such as Google Analytics, is required.
- Platform Management: Manage and optimize CRM platforms (e.g., Klaviyo, Emotive, Shopify) ensuring seamless operations and integration with other systems. Work closely with technical teams to enhance functionality and address any issues. Manage vendors and maintain strong relationships with external partners to leverage emerging technologies.
- Loyalty Program Management: Develop and manage the company's loyalty program, continually optimizing it to drive increased customer retention, engagement, and purchases.
- Process Improvement: Identify opportunities to streamline processes, enhance workflows, introduce automation, and improve overall efficiency and effectiveness. Implement process and workflow optimizations within the team and cross-functionally.
- Cross-functional Collaboration: Collaborate with cross-functional teams (e.g., creative, e-commerce, product, customer service) to ensure cohesive and impactful marketing efforts. Share key learnings and insights across teams to optimize overall strategy and achieve shared goals.
Qualifications:
- Bachelor's degree in Marketing, Business, or a related field.
- 3 - 6 years of experience in retention, lifecycle, email, or CRM marketing, with a proven track record of driving customer retention and revenue growth.
- Deep expertise in customer segmentation, lifecycle marketing, personalization strategies, and customer journey mapping.
- Proven success managing and optimizing email and SMS campaigns using platforms such as Klaviyo, Emotive, or similar.
- Strong analytical skills and proficiency in eCommerce analytics tools and platforms (e.g., Google Analytics, Shopify).
- Experience in beauty, fashion, or a related consumer products industry strongly preferred.
- Familiarity with Shopify.
- Excellent communication, both written and verbal, with the ability to clearly articulate strategy, performance, and recommendations to stakeholders.
- Experience managing multiple projects simultaneously in a fast-paced environment.
- Basic knowledge of HTML for email customization is a bonus.
Benefits:
- Benefits, including healthcare, dental, vision
- Unlimited PTO
