Customer Relationship Management Specialist

nimble; Costa Mesa (CA); On-site; USD 95,000 - 105,000; Full time

Benefits offered by this job

401(k)

Paid time off

Health Insurance

Dental Insurance

Vision Insurance

Flexible schedule

Parental leave

Employee discount

Job summary

nimble is hiring an Omnichannel CRM Specialist to own daily production, execution, and optimization of email, SMS, and lifecycle campaigns. You will design cross-channel journeys, manage audience segmentation, and stand up retention infrastructure that scales with the business.

The role partnerships span product, ecommerce, and retail marketing leadership to shape how data informs engagement, retention, and growth across DTC, marketplaces, and physical stores.

Qualifications

• 5 years of experience in CRM and lifecycle marketing, ideally in a consumer-packaged goods (CPG) or omnichannel retail brand.
• Proven experience standing up, structuring, or significantly optimizing an enterprise-grade retention/CRM function from scratch.
• Deep experience with e-commerce platforms (Shopify Plus preferred) and marketing automation ecosystems (Klaviyo, Attentive, or similar).
• Demonstrated ownership of complex audience segmentation, data mapping, and cross-channel campaign orchestration (B&M Digital Marketplaces).
• Strong written communicator with a track record of authoring promotional copy, behavioral workflows, and internal strategic playbooks.

Responsibilities

• Own the full customer lifecycle experience across email, SMS, push notifications, and loyalty channels.
• Build, test, and optimize automated lifecycle flows (welcome series, post-purchase education, replenishment triggers, win-backs, and rewards).
• Create innovative strategies that drive brick-and-mortar retail shoppers into our digital ecosystem (and vice versa) utilizing QR codes, receipt scanning, and localized offers.
• Develop compliant, creative retention mechanics to capture and nurture marketplace customers (Amazon, TikTok Shop, etc.) into our owned direct channels.
• Manage the end-to-end execution of calendar-based Email and SMS campaigns—including copy briefing, template building, audience selection, deployment, and QA.
• Hold the bar on send accuracy, brand alignment, deliverability, and conversion rates across all marketing platforms.
• Author and maintain a living “CRM Playbook” documenting our brand’s tone, messaging guidelines, coupon/offer governance, and broadcast schedules.

Skills

CRM strategy

Lifecycle marketing

Data analysis

Audience segmentation

Written communication

Tools

Shopify Plus

Klaviyo

Attentive

Job description

ROLE

We’re a rapidly growing consumer goods company seeking a data-driven, strategic, and operationally minded Omnichannel CRM Specialist to own the day-to-day production, execution, and optimization of our email, SMS, and lifecycle marketing campaigns.

This role oversees the full customer retention experience across our owned direct-to-consumer (DTC) channels, third-party digital marketplaces, and physical retail spaces—ensuring seamless customer journeys, consistent brand experiences, and a continuously improving customer lifetime value (LTV).

You will own day-to-day campaign execution, design our cross-channel customer journeys, build and maintain our audience segmentation architecture, and stand up the retention infrastructure and loyalty platforms that allow our marketing engine to scale alongside the business.

This role works closely with product, ecommerce, operations, and retail marketing leadership to ensure customer data shapes how we engage, retain, and grow.

RESPONSIBILITIES

Omnichannel Journey & Lifecycle Management

• Own the full customer lifecycle experience across email, SMS, push notifications, and loyalty channels.
• Build, test, and optimize automated lifecycle flows (welcome series, post-purchase education, replenishment triggers, win-backs, and rewards).
• Create innovative strategies that drive brick-and-mortar retail shoppers into our digital ecosystem (and vice versa) utilizing QR codes, receipt scanning, and localized offers.
• Develop compliant, creative retention mechanics to capture and nurture marketplace customers (Amazon, TikTok Shop, etc.) into our owned direct channels.

Campaign Execution & Messaging Playbook

• Manage the end-to-end execution of calendar-based Email and SMS campaigns—including copy briefing, template building, audience selection, deployment, and QA.
• Hold the bar on send accuracy, brand alignment, deliverability, and conversion rates across all marketing platforms.
• Author and maintain a living “CRM Playbook” documenting our brand’s tone, messaging guidelines, coupon/offer governance, and broadcast schedules.

CRM Analytics & Strategic Insight

• Build reporting and dashboards covering key retention metrics: open rates, click rates, opt-in/opt-out velocity, repeat purchase rates, cohort LTV, and revenue-per-recipient.
• Run a continuous A/B testing program (subject lines, layouts, timing, offers) and turn raw numbers into clear, actionable hypotheses.
• Run a regular customer data ritual that updates leadership, product, and marketing teams on changing customer cohorts and purchasing behaviors.

Cross-Functional Partnership

• Partner with the Creative team to brief and build high-converting assets that fit our brand visual guidelines.
• Collaborate with Digital Product and Ecommerce teams to streamline the on-site subscription, account creation, and loyalty-redemption experiences.
• Work with Retail and Sales teams to align digital retention campaigns with physical, in-store promotional calendars and product launches.

Qualifications

• 5 years of experience in CRM and lifecycle marketing, ideally in a consumer-packaged goods (CPG) or omnichannel retail brand.
• Proven experience standing up, structuring, or significantly optimizing an enterprise-grade retention/CRM function from scratch.
• Deep experience with e-commerce platforms (Shopify Plus preferred) and marketing automation ecosystems (Klaviyo, Attentive, or similar).
• Demonstrated ownership of complex audience segmentation, data mapping, and cross-channel campaign orchestration (B&M Digital Marketplaces).
• Strong written communicator with a track record of authoring promotional copy, behavioral workflows, and internal strategic playbooks.
• Comfort with data fluency—able to define the retention metrics that matter, manipulate datasets in Excel/Google Sheets, and construct clear analytics dashboards.
• Calm, organized, and clear-headed under pressure; brings data-backed structure to complex customer behaviors and fast-moving launch timelines.

What Success Looks Like

• Customers receive deeply personalized, timely, and cohesive retention messages regardless of where they first bought the product.
• Cross-channel migrations (e.g., converting a retail into an active direct customer) are predictable, structured, and well-tracked.
• A living CRM playbook acts as the operational source of truth for all email, SMS, and loyalty promotions.
• The customer data architecture, help tools, and loyalty features scale cleanly with volume, product launches, and retail seasonality.
• Cohort data and customer lifetime value insights reliably reach product and marketing teams to shape major business decisions.
• A high-accountability data culture is established, where every email or text sent is rooted in testing, optimization, and clear revenue impact.

Benefits

• 401(k)
• Paid time off
• Health Insurance
• Dental Insurance
• Vision Insurance
• Flexible schedule
• Parental leave
• Employee discount

Work Location

• Costa Mesa, CA 92627

Salary Range

• $95,000 – $105,000

We are committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status and/or any other category protected under the law. We are an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.