Customer Relationship Management Manager

HUB Retail Canada; Montreal; On-site; CAD 70,000 - 90,000; Full time

Job summary

Join a dynamic team as a CRM Manager at a leading retail company, where you'll drive customer engagement and retention strategies for innovative brands. This role offers an opportunity to leverage data-driven insights and collaborate with cross-functional teams to enhance customer experiences and achieve business goals.

Qualifications

• Minimum 3+ years of experience in CRM or lifecycle marketing.
• Proficiency in CRM platforms and analytics tools.
• Strong understanding of customer journey mapping and retention strategies.

Responsibilities

• Develop and implement CRM strategies for customer acquisition and retention.
• Manage CRM platforms ensuring optimal performance.
• Analyze campaign performance to optimize efforts.

Skills

Data-driven marketing

Customer relationship management

Segmentation

Personalization

A/B testing

Project management

Communication

Tools

Klaviyo

Google Analytics

Shopify Plus

Google Suite

Job description

Are you a seasoned digital marketing professional looking for a dynamic and impactful role?

Join us at UCG HUB as a CRM Manager, where you will provide your expertise to two innovative brands under the Unified Commerce Group umbrella—Spiritual Gangster and GREATS.

In this role, you'll lead CRM strategies and campaigns, using data-driven insights to strengthen customer relationships, boost engagement, and drive retention across personalized communication channels.

If you thrive in a collaborative environment and are passionate about digital marketing, we want to hear from you!

Responsibilities

• Develop and implement CRM strategies to drive customer acquisition, retention, engagement, and loyalty.
• Manage CRM platforms and tools (klaviyo) ensuring optimal configuration and performance.
• Segment customer data to create targeted campaigns based on behavior, lifecycle stage, demographics, and purchasing patterns.
• Implement automation and customer journey flows to support lifecycle marketing, onboarding, upsell, and win-back campaigns.
• In collaboration with the Director of Ecommerce & Retention, develop and maintain a comprehensive CRM roadmap that aligns with business goals, prioritizing key initiatives such as customer segmentation, automation, personalization, and data integration.
• Monitor and analyze CRM campaign performance, using metrics like open rates, click-through rates, conversion, and churn to optimize efforts.
• Drive personalization strategies, leveraging data insights to deliver relevant and timely communications.
• Conduct ongoing A/B testing of subject lines, send times, content, and segmentation to optimize performance and reduce customer fatigue.
• Provide regular reporting and actionable insights to senior leadership to guide decision-making and strategy refinement.
• Partner with marketing and product teams as well as the Director of Ecommerce & retention to align CRM initiatives with company objectives and product releases.

Who You Are

• Fun/pleasant to work with
• Passionate human being
• A history of not only attaining results but surpassing them
• "Best-in-class" ability to establish meaningful business relationships
• Capable of working in a start-up environment
• Intellectual curiosity is a must.
• Ability to work independently and as a team player.
• Ability to make decisions confidently.
• Good capacity for adaptation, autonomy, openness and sense of urgency.
• Leads with collaboration, always prioritizing team goals and shared wins over individual credit.

Qualifications

• Minimum 3+ years of experience in CRM, lifecycle marketing, or a similar data-driven marketing role.
• Proficiency in CRM platform (klaviyo).
• Proficiency in working with customer data, analytics tools (e.g. Google Analytics, looker), and audience insights.
• Nice to have: Experience with Shopify Plus platform.
• Experience with Google suite (Google Sheets, etc.).
• Strong understanding of customer journey mapping, retention strategies, and behavioral marketing.
• Excellent communication and project management skills with a strong attention to detail.
• Familiarity with privacy regulations and best practices for data governance.
• Demonstrated success in driving online sales growth and revenue generation.
• Cross-functional project management skills and self-starter.