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Retention E - commerce Marketing Manager (SF)**

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Nov 07, 2018

San Francisco, CA

Temp To Perm

Agent: Rachel S.

Job #: 140457

Salary: DOE

Job Description

Retention Marketing Manager

WHAT WE NEED

Our client is looking for an experienced Retention Marketing Manager to join their dynamic, fast-paced team in San Francisco. In this role, you will develop, manage and execute best in class customer lifecycle marketing.  You will manage various aspects of retention marketing programs including customer lifecycle marketing and email marketing. 

Responsibilities include, but are not limited to, lead development, refer-a-friend programming, triggered transaction series, and retention programs that will nurture their relationship with customers from leads capture to acquisition to repeat purchases.

Each day is different with new problems to solve and tasks to tackle, but here is an idea of some of the things you will work on:

Customer Lifecycle Marketing

  • Build out and optimize our customer lifecycle strategy and segmentation modeling for needle moving CRM campaigns and customer Communications

  • Manage and execute weekly CRM tactics to increase customer LTV by driving engagement, retention, and purchasing frequency via communications that reflect the brand value proposition, visual equity and voice

  • Collaborate with key stakeholders to manage the growth and maintenance of our prospects/customer database including new programs designed to increase email capture

  • Analyze email campaign data to determine what is working and not working; Run A/B tests to vet champion/challenger hypotheses to deliver campaign performance improvement

  • Work with the e-commerce team to vet technologies (e.g., Movable Ink, RebelMail, etc) and capabilities to expand customer personalization and dynamic content capabilities

Email Marketing

  • Collaborate to build the best weekly marketing calendar for CRM

  • Develop email marketing strategies to support key business priorities such as new product launches, 360 campaigns and promotional activity

  • Partner with brand marketing & creative teams to develop high-performing email campaigns. Write creative briefs and provide creative feedback.  Ensure accuracy, quality and brand consistency in email communication

  • Manage and execute the weekly email marketing programs, including customer segmentation, email deployment scheduling, and rigger email setup utilizing our customer database and email service provider tools

  • Forecast email revenue and traffic. Analyze email performance across KPIs; maintain and regularly communicate dashboard results.   Leverage learnings to inform future campaign planning

  • Build and execute email testing roadmap to constantly optimize performance across desktop and mobile, including but not limited to testing around content (creative and copy), audiences and personalization efforts

  • Drive triggered lifecycle campaigns and broader retention marketing goals beyond email to increase repeat purchase and lifetime value.   Continually evaluate optimal customer segmentation and audience strategy

  • Own end to end project workflow for all email communications. Maintain and communicate email calendar, working cross-functionally to manage production and execution through QA and deployment

  • Manage strong relationship with email service provider

  • Keep up-to-date with a comprehensive understanding of email and retention marketing best practices in retail and beyond

  • Liaise with Customer Service to ensure that our communications are clear and actionable to customers

WHO YOU ARE

You are a self-starter who is both an entrepreneurial and a strategic thinker who looks to solve problems, and harness opportunities. To succeed in this position, the following qualities are paramount:

  • Cross functional collaborator who can walk in the shoes of our customers

  • Passionate about data-driven decision making, with a strong commercial instinct and obsession with the customer experience

  • Skilled at delivering in an entrepreneurial, fast-paced environment

  • Able to adapt well to shifts in strategy and meet changing deadlines and priorities

  • Exceptional attention to detail while managing multiple simultaneous projects

  • Excellent communication, project management and time management skills

  • Strong analytical and problem-solving skills, balanced with creativity

  • Self-starter with a love for developing hypotheses to test, learn and adjust

  • Positive and upbeat demeanor

QUALIFICATIONS

  • Bachelor’s Degree

  • 2 + years of hand-on experience in CRM/Email Marketing.  Experience in subscription email marketing is a plus

  • 4 years experience in a retail e-commerce environment, including direct management of an ESP

  • Knowledge of an email or CRM platform for segmentation, email automation and email campaign management (add samples like:  Exacttarget, Mailchimp, Responsys, Sendgrid, etc)

  • Passionate about optimization and data analysis, discovering new insights across to increase performance

  • Organization and attention to detail including copy/editorial to ensure that our communications utilize correct grammar and spelling and are free of typos and other errors

  • Working knowledge of HTML/Email coding.  Some experience building customer journey series and triggered alerts

  • Working knowledge of email best practices, deliverability, CAN-SPAM legislation and email success metrics

Want more details about this and other opportunities?
Meet Rachel Spivey!