Senior CRM Manager

Tommy John; New York (NY); On-site; USD 130,000 - 140,000; Full time

Job summary

Tommy John in New York seeks a CRM Manager to drive multi-channel retention, reporting to Senior Director of Performance Marketing, focusing on Email and SMS, customer experience, and data-driven optimization.

You'll manage daily CRM operations, segment audiences, develop VIP messaging, deliver briefs, and produce regular performance reports, with on-site work at our Lower Manhattan HQ three days a week.

Qualifications

• 4–6 years’ CRM marketing experience (Email + SMS).
• Experience with personalized, behavior-driven campaigns and segmentation.
• Experience managing loyalty programs preferred.
• Experience with Klaviyo and Attentive; strong CRM analytics and deliverability knowledge.
• Excellent written and verbal communication; detail-oriented.

Responsibilities

• Oversee CRM program operations including email and SMS campaigns.
• Track KPI metrics: revenue, repeat rate, conversions, CTR, revenue per send.
• Optimize segmentation to elevate customer experience and engagement.
• Develop VIP messaging with CX and Creative teams.
• Prepare promotional briefs with marketing and creative teams.
• Produce weekly/monthly/quarterly/yearly reports and insights.
• Improve sign-up units and list health/deliverability.
• Assist in A/B testing to develop best practices playbook.

Skills

CRM marketing

Email marketing

SMS marketing

Data analysis

Segmentation

Communication

Cross-functional collaboration

Multitasking

Education

Bachelor’s Degree in Marketing/Communications

Tools

Klaviyo

Attentive

CRM analytics

Analytics tools

Job description

COMPANY OVERVIEW

Tommy John is a comfort-focused lifestyle brand committed to solving the problem people have with their clothing. Most well-known for reimagining the fabric, fit and function of underwear, intimates, and loungewear, Tommy John has spent the past decade making the online and in-store shopping experience more comfortable. We are constantly on a mission to add smart, innovative, and fun-loving team members, and are looking for a CRM Manager to come join our New York based headquarters.

POSITION OVERVIEW

We are seeking someone with an analytical marketing mind to drive multi-channel retention efforts. This individual will report to the Senior Director of Performance Marketing and be responsible for helping to deliver a best-in-class customer experience, driving sales, increasing customer engagement, optimizing the CRM program for maximum performance, leveraging iterative testing and data analysis. This is a great opportunity for someone with a strong background in email marketing and SMS.

PRIMARY RESPONSIBILITIES

• Own daily operations of the CRM program, including but not limited to developing CRM marketing calendar, deployment and QA of all Email/SMS campaigns, and analysis and optimization of key business metrics within retention channels
• Oversee and report on key retention KPIs including: program revenue, repeat rate, repeat revenue, conversion, click-through-rate and revenue per send.
• Continuously optimize segmentation strategy to elevate the customer experience, and maintain optimal engagement
• Develop VIP messaging strategy to build and maintain brand loyalty, working cross-functionally with CX and Creative Teams
• Responsible for compilation and delivery of all promotional briefs, working with marketing and creative teams to ensure timely and thorough delivery of all requests.
• Compile, analyze and deliver weekly, monthly, quarterly, and yearly reports and insights to identify optimizations within the current CRM program
• Optimize sign-up units to maximize capture rate and customer acquisition
• Manage overall list health, engagement, and deliverability
• Assist in the development, execution, and evaluation of A/B testing across channels to develop best practices playbook

QUALIFICATIONS, SKILLS, & EXPERIENCE

• Bachelor’s Degree in Marketing/Communications or related field
• 4-6 years’ experience in CRM marketing (Email + SMS)
• Experience implementing and managing email and SMS campaigns driven by personalization, behavioral data, and customer segmentation
• Experience manager loyalty programs preferred
• Experience working with Klaviyo and Attentive as well as third-party analytics tools, with a thorough understanding of CRM analytics and deliverability metrics.
• Strong attention to detail, self-motivation and ability to work collaboratively
• Exceptionally strong written, verbal and interpersonal communication
• Proven ability to multitask in a fast-paced environment
• Ability to be on-site in our HQ Office in Lower Manhattan 3 days per week
• Demonstrated alignment with TJ core values: Humble, Adaptable, Mindful, GSD 2.0, & Curious

Salary Range: $130,000 - $140,000
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