Senior Manager, Customer Success at Reputation managing Automotive clients. Leading team towards driving value, retention, and growth across client portfolio.
About the role
- CRM Specialist managing customer relationship campaigns for James Allen and Blue Nile at R2Net. Responsible for driving customer engagement and retention through data-driven strategies.
Responsibilities
- Execute customer lifecycle marketing strategies to increase engagement, retention, and repeat purchases for both James Allen and Blue Nile.
- Create, test, and optimize automated email workflows (e.g., welcome series, cart abandonment, re-engagement) to drive conversions and reduce churn.
- Collaborate with cross-functional teams (e.g., product, analytics, design) to execute tailored CRM campaigns that align with product launches, seasonal promotions, and business objectives.
- Analyze CRM data, customer behavior, and campaign performance to measure effectiveness and identify opportunities for improvement.
- Monitor industry trends and best practices in CRM to implement innovative strategies and tools that improve customer engagement and experience.
- Maintain customer data integrity and ensure compliance with data protection regulations (e.g., GDPR, CCPA).
- Report on key CRM metrics such as open rates, click-through rates, conversion rates, and customer retention to senior leadership.
- Support A/B testing and campaign optimization to continually improve the effectiveness of CRM communications.
- Work with customer service and support teams to understand customer feedback and incorporate insights into CRM strategies.
- Develop and execute customer loyalty/retention programs for both Blue Nile and James Allen.
- Execute direct mail campaigns and manage vendor interactions.
Requirements
- Bachelor’s degree in Marketing, Business, or a related field.
- 2+ years of experience in CRM, email marketing, or customer engagement in an e-commerce or retail environment.
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Klaviyo) and email marketing tools (e.g., Mailchimp, Marketo, or similar).
- Strong understanding of customer segmentation, lifecycle marketing, and personalization strategies.
- Data-driven mindset with the ability to analyze customer data and campaign performance to inform decisions.
- Excellent written communication skills and the ability to create engaging, personalized content for a variety of customer segments.
- Ability to collaborate cross-functionally with marketing, product, and design teams.
- Highly organized with strong project management skills and attention to detail.
- Familiarity with data privacy regulations (GDPR, CCPA) and best practices for handling customer data.
- Experience with segmentation and automation strategies in CRM systems.
- Familiarity with data visualization tools (e.g., Tableau, Google Data Studio) to present CRM insights.
- Prior experience with direct mail advertising efforts.
- Demonstrated experience with customer loyalty and retention.
- Previous experience working with A/B testing tools and methodologies to optimize campaigns.
- Quick to learn and adapt to overcome challenges.
- Enjoys working in an environment with a lively, engaged, and passionate team culture
Benefits
- Paid time off
- Medical, Dental, Vision and Prescription Insurance
- 401(k) Retirement Plan with company match
- Flexible spending account
- Health savings account
- Tuition Reimbursement
- Employee discount
- Parental leave
- Life insurance
Job title
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