CRM Manager

Made In; Austin (TX); On-site; USD 85,000 - 125,000; Full time

Benefits offered by this job

401k

Healthcare benefits

Cookware perks

Flexible time off

Onsite studio kitchen

Job summary

Made In in Austin, TX is seeking a CRM Manager to lead a data-driven lifecycle and retention program across channels, driving repeat purchases and revenue growth.

You'll own the CRM strategy, design automation-driven campaigns across email, SMS, and on-site experiences, and collaborate with marketing, products, and engineering to deliver personalized experiences and measure ROI.

Qualifications

• 3–5 years experience in retention, CRM, lifecycle, and/or customer marketing.
• Experience working with cross-functional ecommerce teams.
• Strong analytical ability to translate data into actionable segmentation.
• Proficient with Klaviyo, Looker and Google Analytics.

Responsibilities

• Develop and lead the CRM strategy across channels to increase CRM revenue and repeat purchases.
• Design automation-driven campaigns and omnichannel marketing integrations (email, SMS, direct mail, on-site).
• Own retention metrics, uncover growth opportunities, and boost customer loyalty.
• Foster data-driven experimentation with ecommerce, product, engineering, and data teams.
• Collaborate with data teams to enhance segmentation and automation.
• Inform product development for customer-centric offerings.
• Partner with web team to create personalized digital experiences and automate engagement.
• Measure ROI of promotions with finance and maximize profitability.

Skills

CRM strategy

Lifecycle marketing

Retention marketing

Data-driven

Tools

Klaviyo

Looker

Google Analytics

Job description

*This role is based in our Austin, TX HQ.

We are expanding our team and looking for our next CRM Manager. In this position, you'll be responsible for creating and implementing a CRM strategy and customer retention at Made In. You’ll take ownership of creating and implementing a data-driven CRM strategy to enhance customer engagement, retention, and repeat purchases. You'll collaborate closely with performance marketing experts and cross-functional leaders and play a pivotal role in building robust automation systems and leveraging first- and zero-party data to deliver impactful lifecycle experiences. You will have a vast array of content produced internally by our team to ensure our customers remain engaged with the brand in between purchases.

Responsibilities:

• Develop and Lead the CRM Strategy: Create and continuously improve Made In’s cross-channel lifecycle and retention roadmap, focusing on increasing CRM revenue and customer repeat rates.
• Design Automation-Driven Campaigns: Build lifecycle marketing strategies that capitalize on automation triggers and omnichannel marketing integrations across email, SMS, direct mail, and on-site experiences.
• Own Retention Metrics and Insights: Monitor key retention KPIs, uncover opportunities for growth, and implement strategies to enhance customer loyalty and satisfaction.
• Champion Experimentation: Foster a culture of data-driven testing, collaborating with teams across eCommerce, product, engineering, and data to refine strategies and share actionable insights.
• Collaborate Across Teams:Partner with the data team to uncover customer insights and enhance segmentation and automation.
• Work with the product development team to inform the creation of customer-centric offerings.
• Collaborate with the web development team to create personalized digital experiences and automate engagement strategies.
• Align with the finance team to measure the ROI of promotional spend and maximize profitability.
• Drive Cross-Functional Projects: Serve as an advisor or project lead for new initiatives, including product launches, channel expansions, and enhancements to the customer experience.

Qualifications:

• 3-5 years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce businesses at $200M+ scale.
• Results-oriented with the ability to move easily between strategy and a player-coach mentality.
• Experience with broad cross-functional initiatives with ecommerce, performance marketing, customer experience, product, and engineering stakeholders.
• Highly analytical with the ability to translate data into actionable insights and customer segmentation strategies. Comfortable working in Looker, Klaviyo Google Analytics, and similar; advanced customer analytics skills preferred.
• An expert in the changing privacy related issues in digital marketing, cookieless behaviors, and inbox placement trends in 2024 and beyond.
• Bonus - Experience standing up and scaling loyalty programs.
• Familiarity with innovative personalization strategies and implementation preferred.
• Excellent communication and interpersonal skills.
• A passion for Made In, cooking and food, and the chef and culinary space.

Benefits We Offer:

• Competitive salary, 401k, healthcare benefits (including fertility and family-building care, mental health therapy, teladoc virtual health access along with HSA and FSA plans) and free and discounted cookware
• A people-centric workplace with flexible time off
• A vibrant, lively office space in the heart of South Austin which includes our onsite studio kitchen

Made In is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Made In makes hiring decisions based solely on qualifications, merit, and business needs at the time.