- Company Name
- Shinola
- Job Title
- CRM Manager
- Job Description
-
**Job Title**
CRM Manager
**Role Summary**
Drive the strategy, execution, and optimization of client relationship management programs across online and retail channels. Transform guest engagement by leveraging data-driven outreach, loyalty initiatives, and personalized service experiences. Collaborate cross‑functionally with Marketing, Retail, and Ecommerce to build long‑term customer relationships and increase retention and lifetime value.
**Expectations**
* Own end‑to‑end refinement of the loyalty program.
* Translate analytics into actionable touchpoints for both guest and team use.
* Ensure consistent CRM platform utilization through training, audits, and optimization.
* Act as the central point of communication between headquarters, marketing, and retail loyalty teams.
**Key Responsibilities**
1. Redesign and manage the loyalty program to boost retention and engagement.
2. Support CRM activities across marketing, brand, and channels for a unified client‑eling approach.
3. Develop weekly 1:1 outreach strategies (product launches, post‑purchase follow‑ups, lapsed guest re‑engagement, onboarding).
4. Create product‑driven outreach plans for retail to enhance personalization and sales impact.
5. Map the complete guest journey across all touchpoints to maximize engagement and lifetime value.
6. Analyze KPIs and CRM data, measure ROI, and refine strategies based on insights.
7. Deliver weekly execution results to business leaders and compile monthly reports on sales analysis, incentive tracking, and program performance.
8. Lead CRM platform governance: audits, training, and optimization for retail and marketing teams.
9. Serve as the CRM technology subject‑matter expert for all business channels.
10. Support loyalty experience with templates, outreach strategies, milestone gifting, and personalized communications.
11. Liaise between headquarters/marketing and retail loyalty representatives to align insights and impact.
**Required Skills**
* 5+ years in CRM, customer experience, loyalty, or clienteling roles—preferably in retail or lifestyle brands.
* Deep knowledge of CRM systems and marketing automation tools (Salesforce, Klaviyo, HubSpot, NewStore, etc.).
* Strong analytical ability: track KPIs, build reports, and measure ROI.
* Excellent communication, organization, and cross‑functional collaboration skills.
* Detail‑oriented with a passion for creating elevated guest experiences.
* Ability to influence without direct authority.
**Required Education & Certifications**
* Bachelor’s degree in Marketing, Business Administration, Information Systems, or related field (preferred).
* Professional certifications in CRM or marketing automation (e.g., Salesforce Certified Administrator, Klaviyo Certified) are a plus.
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