Senior Manager, CRM

malbon; Santa Monica (CA); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Malbon seeks a Senior CRM Manager to own and scale customer communications across Email, SMS, and Push, driving revenue, retention, and customer lifetime value through premium lifecycle marketing.

The role sits at the intersection of strategy, execution, and analytics, building thoughtful journeys and partnering with Creative, Ecommerce, and Data to ensure timely, relevant, on-brand messages across global markets.

Qualifications

• 6+ years of CRM, lifecycle marketing, or email marketing in ecommerce.
• Strong knowledge of omnichannel campaigns (email, SMS, push).
• Experience with premium apparel or luxury consumer brands preferred.
• Ability to balance revenue with brand storytelling.

Responsibilities

• Own global CRM and lifecycle strategy across email, SMS, push.
• Develop and optimize customer journeys to drive repeat purchases.
• Build audience segments using transactional and behavioral data.
• Lead CRM calendar across product launches and campaigns.
• Partner with teams and vendors to translate priorities into campaigns.
• Serve as Klaviyo expert; build flows, segments, content, testing.
• Maintain campaign setup, QA, consent, data hygiene, deliverability.
• Develop geo-targeted strategies for domestic and international markets.
• Own CRM reporting, benchmarks, and testing roadmap.
• Translate insights into recommendations for ecommerce strategy.
• Define journeys, platform requirements for future loyalty program.
• Identify opportunities to improve platform capabilities and automation.

Skills

CRM strategy

Lifecycle marketing

Analytical skills

Stakeholder mgmt

Project mgmt

Creative briefing

Education

Bachelor's degree in Marketing

Tools

Klaviyo

Shopify

GA4

Triple Whale

Claude AI

Job description

Malbon is looking for a Senior CRM Manager to own and scale our customer communication channels, Email, SMS, and Push, with a clear mandate: drive revenue, retention, and lifetime value through best-in-class lifecycle marketing.

This role sits at the intersection of strategy, execution, and analytics. You'll be responsible for building thoughtful customer journeys, optimizing channel performance, and partnering closely with Creative, Ecommerce, and Data to ensure every message is timely, relevant, and on-brand.

The ideal candidate has a strong point of view on premium apparel and understands how to balance commercial performance with elevated brand storytelling, product discovery, community building, and customer experience. You will operate across a complex, fast-moving business that includes ecommerce, retail, wholesale, collaborations, events, global markets, and a high-volume launch calendar. You should be comfortable setting the strategy, building directly in Klaviyo, analyzing results, and continuously improving how the work gets done.

Location: Malbon HQ is based in Santa Monica, CA. We operate on a hybrid schedule of 3 days per week in-office.

What You'll Do

• Own Malbon's global CRM and lifecycle marketing strategy across email, SMS, push, and future loyalty initiatives, balancing near-term revenue goals with long-term retention, engagement, and brand equity
• Develop and optimize customer journeys that drive first-to-second purchase, repeat purchase, reactivation, customer lifetime value, and overall CRM revenue contribution
• Build sophisticated audience segments and personalized experiences using transactional, behavioral, geographic, product-affinity, predictive, and customer-value data
• Lead the end-to-end CRM calendar across product launches, collaborations, brand campaigns, retail activations, events, evergreen storytelling, and select promotional moments
• Partner cross-functionally with internal teams and external vendors to translate business priorities into effective CRM campaigns and lifecycle programs
• Serve as Malbon's internal Klaviyo expert, directly building and optimizing campaigns, automated flows, segments, triggers, dynamic content, testing, reporting, and platform integrations
• Maintain strong operational standards across campaign setup, audience selection, QA, approvals, deployment, consent management, data hygiene, list health, and deliverability
• Develop geo-targeted and regionally relevant strategies that support Malbon's retail, wholesale, events, and ecommerce priorities across domestic and international markets
• Own CRM reporting, performance analysis, benchmarks, and a structured testing roadmap across audiences, creative, messaging, cadence, offers, timing, journey logic, and channel mix
• Translate campaign, flow, cohort, and customer-level insights into clear recommendations that strengthen CRM performance and inform broader ecommerce, merchandising, creative, and growth strategies
• Define the customer journeys, segmentation, platform requirements, and measurement framework needed to support a future loyalty program
• Identify opportunities to improve platform capabilities, strengthen data integrations, automate manual processes, and build more scalable CRM operations

What You'll Bring

• Bachelor's degree in Marketing, Advertising, Communications, Business, or a related field preferred, or equivalent professional experience
• 6+ years of experience in CRM, lifecycle marketing, retention marketing, or email marketing within ecommerce or a digitally driven consumer business
• Proven experience owning email, SMS, and push strategy, execution, and performance for a high-growth ecommerce brand
• Deep, hands-on mastery of Klaviyo, including campaigns, flows, segmentation, personalization, testing, analytics, deliverability, and platform integrations
• Demonstrated success improving repeat purchase, retention, reactivation, CRM revenue contribution, and customer lifetime value
• Experience with Shopify or Shopify Plus, GA4, Triple Whale, customer analytics platforms, and ecommerce reporting tools
• Strong analytical skills, with the ability to translate complex customer and channel data into clear recommendations and business actions
• Experience within premium fashion, luxury, streetwear, lifestyle, beauty, or another culturally relevant consumer category strongly preferred, with a strong understanding of how product, culture, storytelling, and community come together in customer communications
• Preferred to have demonstrated proficiency using Claude in real marketing workflows, including planning, analysis, reporting, briefing, and process improvement
• Working knowledge of HTML and email technical requirements, with the ability to diagnose campaign and rendering issues
• Strong understanding of consent management, list health, CAN-SPAM, CCPA, GDPR, and SMS compliance requirements
• Excellent creative briefing, written communication, project management, and stakeholder management sk