Lifecycle CRM Lead

Applied Labs; New York, Northern (NY, KY); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Hybrid work in NYC

Paid Time Off

401(K) with 100% match on the first 5%

Company Holidays

Paid Parental Leave

Product discount

Life Insurance

Dental & Vision

Commuter benefits

Job summary

ELEMIS is seeking a strategic yet hands-on Manager, Customer Journey (CRM) to strengthen and scale our customer lifecycle and retention programs in NY. You will manage day-to-day CRM execution across email and SMS while contributing to broader lifecycle strategy.

As CRM Manager, you will lead campaigns, partner with Global CRM teams, and deliver insights connecting CRM with site experience to drive revenue and long-term retention. This hybrid role offers NYC office days and remote work.

Qualifications

• Design lifecycle and retention strategies across acquisition, onboarding, engagement, repeat purchase, loyalty, and churn prevention.
• Plan, execute, and govern email and SMS programmes with calendars, journeys, QA, consent, deliverability, and list health.
• Define CRM KPIs, dashboards, forecast channel performance, and translate data into promotions and e-commerce decisions.
• Use customer attributes and behavior for relevant messages, timing, and experiences across segments.
• Create structured testing programs across creatives, offers, audiences, cadence, and journeys.
• Align global and U.S. stakeholders, influence leaders, and develop junior team members.

Responsibilities

• Shape and execute lifecycle and retention initiatives to support revenue and CLV growth.
• Collaborate with Global CRM and Digital teams, sharing U.S. feedback for global planning.
• Oversee day-to-day planning and execution of campaigns across email and SMS.
• Maintain best practices in deliverability, list health, segmentation, and personalisation.
• Drive testing and optimisation to improve open, click, and conversion rates.
• Own CRM KPI dashboards and reporting on engagement, retention, churn, LTV, and revenue.
• Translate CRM data into insights for promotions, merchandising, and conversion optimization.
• Partner with leadership to forecast retention and CRM channel performance and budgets.
• Present findings to influence CRM and e-commerce strategies at reviews.
• Lead initiatives to increase repeat purchases, loyalty, and brand advocacy.
• Ensure loyalty/CRM programs integrate with digital marketing, e-commerce, and customer service.

Skills

Lifecycle strategy

Campaign management

Customer analytics

Segmentation

Experimentation

Cross-functional leadership

Job description

ELEMIS is seeking a strategic yet hands-on Manager, Customer Journey (CRM) to strengthen and scale our customer lifecycle and retention programs in NY. You will manage day-to-day CRM execution across email and SMS while contributing to broader lifecycle strategy.

As CRM Manager, you will lead campaigns, partner with Global CRM teams, and deliver insights connecting CRM with site experience to drive revenue and long-term retention. This hybrid role offers NYC office days and remote work.