CRM & Loyalty Analyst

Palmetto Moon; North Charleston (SC); On-site; USD 65,000 - 85,000; Full time

Job summary

Palmetto Moon seeks a CRM & Loyalty Analyst to drive customer retention and lifetime value across Email, SMS, and Palmetto Perks. You will shape segmentation, loyalty program management, and lifecycle execution, partnering with Email Marketing, Brand, and E-commerce teams to deliver connected experiences.

Responsibilities include building audiences, managing the Palmetto Perks program, and owning reporting.

Qualifications

• Experience managing customer segmentation and lifecycle marketing.
• Experience with CRM, Email, SMS, or loyalty platforms.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proficiency in Excel or Google Sheets; reporting or BI experience is a plus.
• Retail or omnichannel experience preferred.

Responsibilities

• Build and manage customer audiences across Email, SMS, and Loyalty.
• Develop lifecycle segments: New, Active, At Risk, Lapsed, VIP, Loyalty Members.
• Monitor enrollment, engagement, points activity, and revenue from loyalty.
• Collaborate on Email and SMS campaign execution, segmentation, QA, and reporting.
• Create automated customer journeys (Welcome, Birthday, Post-Purchase, Loyalty, Winback).
• Own CRM and loyalty reporting and dashboards; analyze trends and KPIs.

Skills

Audience segmentation

Retention marketing

CRM platforms

Data analysis

Excel/Google Sheets

QA testing

Collaboration

Tools

Klaviyo

Attentive

Yotpo

Shopify

Job description

Position Summary

The CRM & Loyalty Analyst helps drive customer retention, engagement, and lifetime value across Email, SMS, and the Palmetto Perks loyalty program. This role sits at the intersection of customer data, loyalty, and marketing execution and is responsible for customer segmentation, loyalty program management, lifecycle execution, reporting, and CRM optimization. The position partners closely with the Email Marketing Manager, Brand Manager, and Senior E-commerce Manager to create relevant, connected customer experiences across stores and e-commerce.

Key Responsibilities

CRM & Customer Segmentation

Build and manage customer audiences across Email, SMS, and Loyalty based on purchase behavior, engagement, lifecycle stage, loyalty activity, customer value, product affinity, and store/location.

Develop key lifecycle segments including New, Active, At Risk, Lapsed, Reactivated, VIP, and Loyalty Members.

Identify opportunities to improve personalization, retention, repeat purchase, and customer lifetime value.

Provide audience and targeting recommendations for Email and SMS campaigns.

Palmetto Perks Loyalty

Manage the day-to-day execution and optimization of the Palmetto Perks loyalty program.

Monitor enrollment, member engagement, points activity, reward redemption, and loyalty-driven revenue.

Execute loyalty initiatives including bonus-point events, birthday rewards, member offers, and reward reminders.

Analyze loyalty member behavior and identify opportunities to increase engagement and retention.

QA the loyalty experience across Palmetto Moon stores and e-commerce.

Email, SMS & Lifecycle Execution

Partner with the Email Marketing Manager on Email campaign execution, segmentation, QA, and reporting.

Partner with the Senior E-commerce Manager and Brand Manager on SMS campaign execution, segmentation, QA, and reporting.

Build and optimize automated customer journeys across Email and SMS, including Welcome, Birthday, Post-Purchase, Loyalty, At-Risk, Winback, and VIP programs.

Manage audience logic, triggers, timing, segmentation, testing, and performance monitoring for lifecycle programs.

Reporting & Optimization

Own recurring CRM and loyalty reporting and dashboards.

Analyze retention, repeat purchase, customer lifetime value, loyalty performance, Email/SMS engagement, and customer lifecycle trends.

Develop and execute testing around segmentation, targeting, personalization, timing, and lifecycle strategy.

Turn customer data into clear, actionable recommendations for the E-commerce and Marketing teams.

Help ensure customer data is accurate and flowing correctly across Palmetto Moon's e-commerce, POS, Loyalty, Email, and SMS platforms.

Qualifications

• 2-4+ years of experience in CRM, loyalty, lifecycle marketing, retention, Email/SMS marketing, e-commerce, or customer analytics.
• Experience with CRM, Email, SMS, or loyalty platforms; Klaviyo, Attentive, Yotpo, and Shopify experience is a plus.
• Strong understanding of customer segmentation and lifecycle marketing.
• Strong analytical skills with the ability to translate data into actionable insights.
• Proficiency in Excel or Google Sheets; reporting or BI experience is a plus.Retail or omnichannel experience preferred.
• Highly organized with exceptional attention to detail and strong QA skills.
• Comfortable working in a fast-paced, collaborative retail environment.
• Curious and customer-focused, with the ability to translate customer behavior and data into practical actions that improve retention and engagement.