CRM Specialist

Theory; New York (NY); On-site; USD 88,000 - 92,000; Full time

Benefits offered by this job

Competitive benefits package

Flexible Time Off

Employee Discount

Employee Assistance Program

Mental Health & Wellness Programs

Parental leave

DEI Program

Job summary

Theory is seeking a seasoned CRM Specialist to lead customer relationship strategy across e-commerce, retail, and marketing channels. This role focuses on customer data analysis, actionable insights, and campaign execution to deepen engagement and drive sales growth.

Reporting to the VP of CRM & Customer Insights, you will craft advanced dashboards, assess ROI, and collaborate with cross-functional teams to optimize CRM across channels and improve customer lifetime value.

Qualifications

• Bachelor's degree in business, preferably with quantitative focus.
• 3+ years analytics and CRM experience, ideally in retail.
• Proficiency in SQL for data querying and analysis.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to synthesize data into compelling reports and presentations.
• Excellent cross-functional collaboration and communication skills.

Responsibilities

• Report to the VP of CRM & Customer Insights and support campaigns with reporting and analysis.
• Build advanced dashboards, identify trends, and provide strategic recommendations.
• Evaluate marketing ROI and develop segmentation to improve customer lifetime value.
• Collaborate with E-commerce, Retail, Marketing, and Merchandising on performance metrics.
• Align CRM with cross-channel initiatives for acquisition, cultivation, retention, and win-back.
• Refine CRM marketing reporting for segment behaviors and long-term impact.
• Automate insights reports with BI team and improve data accuracy.
• Assist VP in vendor evaluations, pricing, and ROI considerations.
• Manage project timelines for CRM data integrations and system enhancements.

Skills

CRM analytics

SQL

Retail experience

Reporting

Cross-functional teamwork

Data-driven insights

Education

Bachelor's degree in business

Tools

SQL

Job description

Inspired by NYC lifestyle, we consciously design and create timeless clothes that empower our customers through innovations in fit, fabric, and style.

OVERVIEW:

Theory is seeking a seasoned CRM Specialist to lead our customer relationship strategy, customer data analysis and execution across e-commerce, retail, and marketing channels. This role is pivotal in deepening our understanding of customer interactions with the brand, enhancing the customer and brand experience, and driving sales growth. The CRM Specialist will manage the customer marketing initiatives, leveraging insights to bolster marketing effectiveness and spearheading strategic decisions. As a dynamic and proactive leader, the CRM Specialist will exhibit a strong acumen for actionable insights and demonstrate a data-driven approach in steering the business forward.

Responsibilities:

• Report to the VP of CRM & Customer Insights and support e-commerce and retail/email marketing campaigns, ensuring comprehensive reporting and analysis of aggregate and detailed results.
• Craft advanced reporting dashboards, discern trends, identify issues within data sets, and provide strategic recommendations to guide business decisions and resource allocation.
• Conduct thorough evaluations of marketing effectiveness (ROI, both short and long term), devise segmentation strategies, and generate actionable insights to enhance customer lifetime value.
• Collaborate with cross-functional teams (eCommerce, Retail, Marketing, merchandising) to produce analyses and reports centered on performance metrics, focusing on the profitability of new and existing eCommerce customers.
• Liaise with digital marketing/ecommerce partners to merge e-commerce-specific behaviors with a cross-channel CRM perspective, developing innovative acquisition, cultivation, retention, and win-back strategies.
• Refine and advance response analysis reporting for all marketing endeavors initiated from CRM, including segment-level behaviors, profitability, and long-term impact assessments.
• Partner with business intelligence team to automate insights reports; Address data integrity, resolve source issues, and improve data accuracy.
• Assist VP in needs assessments and vendor selection processes, evaluating capabilities, pricing, timing, and potential ROI.
• Manage project timelines and deliverables related to new vendor data integrations and CRM system enhancements.

Qualifications:

• Bachelor's degree in business, with a preference for specialization in quantitative fields (statistics, data analytics, economics, business analytics).
• 3+ years of analytics and CRM experience. Preferably in the retail field.
• Expertise in relational databases, with proficiency in SQL for data querying and analysis.
• Exceptional analytical and problem-solving skills, complemented by meticulous attention to detail.
• Proven ability to synthesize data into compelling reports and presentations aligned with business objectives.
• Inquisitive and driven, with a relentless pursuit of clarity in all analytical inquiries.
• Outstanding organizational and project management abilities, capable of multitasking and prioritizing in accordance with dynamic business needs and delivering within tight deadlines.
• Demonstrated skill in data analysis and interpretation, with a history of influencing business decisions and optimizing performance through analytics.
• Excellent verbal and written communication skills, adept at steering cross-functional collaborations and driving team success.
• Results-focused mindset, with a strong capacity for building strategic relationships and advancing team goals.

WHO WE ARE:

At Theory, we create clothes that matter that empower and improve the way we live through exceptional fit, fabric, and style. In 1997, Theory was founded in New York on the simple idea that stretch fabrics in tailored clothing could change how we dress and live. Two decades later, we continue to perfect our offering of elevated wardrobe essentials for the ambitious, urban man and

woman. From sourcing materials from the best mills in the world, to the innovation and craftsmanship at our atelier in New York’s Meatpacking District, the integrity of our process is just as important as our final product.

In 2004, Theory was acquired by Fast Retailing, spurring international expansion of the brand. Operating 440 stores worldwide, today Theory is a New York brand with a global mindset. Our customers dream big, achieve goals, and aim for perfection. So do we, and so do our clothes.

Salary: $88,000-92,000 per year*

• Competitive Benefits Package
• Flexible Time Off (Paid Company Holidays, Paid Vacation & Personal time, Sick & Wellness, Volunteer Time, Summer Fridays)
• Access to Employee Discount
• Employee Assistance Program
• Access to Mental Health & Wellness Programs
• Parental leave
• DE&I Program
• And More!

*The offered salary or salary range is based on several factors, including, but not limited to, overall experience, relevant experience, education level, certifications, applicable skills and expertise, and location of the position.

As an Equal Opportunity Employer, Theory LLC does not discriminate against applicants or employees because of race, color, creed, religion, sex, national origin, veteran status, disability, age, citizenship, marital or domestic/civil partnership status, sexual orientation, gender identity or expression or because of any other status or condition protected by applicable federal, state, or local law.