Customer Success Manager for Treatwell onboarding salon partners and enhancing their experience. Responsibilities include training, support, and upselling within the beauty industry.
About the role
- Manager of CRM Lifecycle Management at CVS Health responsible for enhancing customer engagement across multiple channels. Leading strategic planning and optimizing CRM initiatives for effective marketing.
Responsibilities
- Serve as the primary liaison between Front Store Marketing, Program Management, and CRM execution teams to ensure initiatives align with CRM channel strategy
- Lead quarterly strategic planning for Front Store initiatives within CRM channels
- Evaluate proposed initiatives and recommend activation plans across CRM channels (Email, SMS, Push, Direct Mail)
- Own arbitration across campaigns to maintain a prioritized and cohesive CRM calendar
- Govern and optimize tactics deployed across CRM channels to ensure consistency and effectiveness
- Pull and synthesize performance insights for Front Store Initiatives across CRM channels using tools such as Braze, Adobe Analytics, and internal reporting
- Collaborate with analytics teams to access sales data and campaign performance metrics when needed
- Provide actionable insights to inform future CRM strategies and optimizations
- Act as a CRM subject matter expert and influencer across teams
- Present CRM plans and priorities to Front Store teams during strategic alignment sessions
Requirements
- 5+ years of marketing experience with a strong foundation of business, retailer and consumer understanding
- 1+ years of experience with CRM or lifecycle marketing programs, including exposure to multi-channel campaigns (Email, SMS, Push, Direct Mail)
- Ability to work cross-functionally and collaborate effectively with multiple stakeholders
- Strong communication and organizational skills to manage priorities and present recommendations
- Hands-on experience with Workfront and Adobe Journey Optimizer preferred
- Understanding of CRM lifecycle journeys across Email, SMS, Push, and Direct Mail
- Ability to self-serve campaign performance data using tools such as Braze and Adobe Analytics
- Ability to synthesize performance insights to inform CRM strategy and optimize channel tactics
- Familiarity with customer segmentation and personalization strategies
- Experience with loyalty programs or loyalty marketing in a customer-facing brand
- Proven ability to collaborate with and influence cross-functional partners with competing priorities
- Exceptional written and verbal communication skills for diverse audiences
- Highly self-motivated, adaptable, and able to deliver on multiple concurrent initiatives in a fast-paced, performance-driven environment
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching
- Paid time off
- Flexible work schedules
- Family leave
- Dependent care resources
- Colleague assistance programs
- Tuition assistance
- Retiree medical access and many other benefits depending on eligibility
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