CRM & Loyalty Analyst

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

Job summary

Palmetto Moon is seeking a CRM & Loyalty Analyst to drive customer retention, engagement, and lifetime value across Email, SMS, and the Palmetto Perks program. You will craft audiences, optimize loyalty initiatives, and partner with marketing stakeholders to deliver connected customer experiences across stores and ecommerce.

This role emphasizes data-driven decision making, audience segmentation, and lifecycle execution, requiring strong analytical skills and experience with CRM and loyalty

Qualifications

• Experience in CRM, loyalty, lifecycle marketing, retention, or customer analytics.
• Strong segmentation and lifecycle marketing skills.
• Analytical mindset with ability to translate data to action.

Responsibilities

• Build and manage customer audiences across Email, SMS, and Loyalty.
• Develop lifecycle segments (New, Active, At Risk, Lapsed, VIP).
• Manage Palmetto Perks loyalty program operations and reporting.
• Build and optimize automated customer journeys for Email/SMS.
• Own CRM and loyalty reporting and dashboards.

Skills

CRM

Loyalty marketing

Customer segmentation

Analytics

Excel/Sheets

Tools

Klaviyo

Attentive

Yotpo

Shopify

Job description

Position SummaryThe 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 ResponsibilitiesCRM & 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.Qualifications2-4+ 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.