Customer Success Advisor guiding clients through challenges and needs in the online world. Providing technical and customer support while receiving quality onboarding and training.
About the role
- Customer Engagement Manager for ABRAMS, managing email and lifecycle marketing programs. Collaborating with eCommerce & Engagement team, focusing on customer segments and journeys.
Responsibilities
- Translate seasonal priorities and key title launches into a practical lifecycle and campaign roadmap across email and onsite messaging.
- Help define customer segments and journeys (prospect, new buyer, repeat buyer, lapsed) and set goals for each stage, with coaching from your manager.
- Contribute ideas to a test-and-learn plan for subject lines, creative, offers, and journeys.
- Help manage our ESP (e.g., Klaviyo, Mailchimp), including setting up segments, automated flows, and triggers.
- Build and maintain core flows such as welcome, browse abandonment, cart abandonment, pre‑ and post‑purchase, and winback (with training and templates to start).
- Coordinate with ecommerce and web to keep lifecycle messaging aligned with what customers see on product pages (e.g., preorder, pub dates, exclusives).
- Take briefs for seasonal campaigns, key title launches, and promotions and turn them into detailed email plans and sends.
- Build emails using existing templates/blocks (and light HTML as needed), including copy assembly, asset placement, tagging, and link tracking.
- Own QA and deployment: proofing, link checks, rendering checks, send settings, and routing for approvals.
- Track core KPIs: list growth, opens, clicks, conversion, revenue per send, unsubscribe and spam rates.
- Produce concise, regular reporting that highlights performance and simple insights (we’ll help you learn how to interpret the numbers).
- Work with ecommerce/analytics partners to understand how your work impacts revenue and repeat purchase.
- Work closely with the Executive Director on priorities, calendars, and testing roadmap.
- Partner with Paid Media (in‑house or agency) to share audiences and build “ads → email → site” funnels.
- Coordinate with web/ecommerce to align landing pages, PDP messaging, banners, and sign‑up capture with lifecycle goals.
- Collaborate with editorial/marketing on title positioning and content ideas that resonate with key audience segments.
Requirements
- 1–2 years of professional experience in lifecycle, CRM, or email marketing (beyond internships), ideally in ecommerce, DTC, or consumer brands.
- Hands-on exposure to a modern ESP (Klaviyo, Braze, Iterable, Mailchimp, or similar), including building campaigns or flows.
- Comfortability building campaigns in an ESP and willing to learn more advanced features over time.
- Basic familiarity with HTML for email or eagerness to learn it; comfortable working with templates and UTM/tagging.
- Strong written communication and attention to detail; able to adapt tone and voice with guidance.
- Organized and reliable with calendars, deadlines, and follow-through.
- High curiosity and flexibility: you like to test, learn, ask questions, and try new approaches rather than doing the same thing every time.
Benefits
- Generous paid holidays and Summer Fridays.
- Company-paid year-end office closure between Christmas Eve and New Year’s Day each year
- Comprehensive health benefits, including short-term and long-term disability.
- Retirement savings (401k) and life insurance.
- Vacation, Personal, and Sick time off.
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