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CRM & Loyalty Sr Manager

Company: Atrium Innovations
Location: Bridgewater
Posted on: January 15, 2022

Job Description:

Here at Atrium Innovations, we are committed to providing people with the highest quality vitamins, minerals, and supplements they can trust, to help them achieve their own personal wellness and realize their healthiest selves. We are driven by a people-centric ambition, committed to deliver with passion, reliability, high-quality ingredients, innovation and backed by science. Working here gives you an opportunity to impact people -s lives, invest in your career growth, and be part of an inclusive and diverse workplace. Are you ready to join us?

BROAD FUNCTION: -This newly created position will be a core team member within the digital team in developing and executing a best-in-class integrated customer experience strategy across all channels including digital properties for the brand. The CRM & Loyalty Sr Manager will be responsible for shaping the strategy, execution and continuous refinement of CRM and Loyalty, directly contributing to our rapidly expanding US business. This role will champion a customer-centric approach that incorporates customer insights, personalized journeys and touchpoints. The candidate will work closely with multiple business stakeholders, agencies and corporate teams to design and manage all consumer journeys, emails from briefing until post-campaign analysis, media retargeting and consumer data acquisition and retention. The position will provide insights based on factors such as customer lifetime value or customer segments. This role will also lead the creation of new loyalty programs or functionalities, to help drive membership and returned users, with a focus on consumer engagement and lifetime value.

The successful candidate will have a demonstrated track record of professional excellence particularly in the fields of CRM/Omni-channel (including web, mobile, media, email, loyalty) having managed best in class digital initiatives and led both inbound and outbound CRM in high-growth market-leading companies.

REPORTS TO: E-business Sr Director

Principal Duties and Responsibilities:
Establishes strategic consumer journeys for each consumers segments and initiatives, leading the CRM strategic planning and execution, also building a consumer loyalty plan.
Responsible for the daily management and execution of the CRM/Omni-channel strategy to increase consumer LTV, build lasting consumer relationships, drive sales and create consistency in customer experience.
Develop ongoing strategies and an annual calendar to continually test, learn and leverage in order to maximize consumer LTV scores within the databases (partnering with agency for segmentation/modeling and the development of a communication strategy around acquisition and retention).
Define the most effective communication path and frequency through different channels and segments, including decision tree and sequential retargeting strategy.
Lead the strategy to drive education and engagement of our portfolio into the entire onboarding experience, working closely with the marketing team.
Partner with agency to create the storytelling for CRM campaigns with emails, SMS and other multi-channel communications across the journey, including insights and analyses to improve campaign optimization and performance.
Define A/B plan and capture learnings and best practices for better LTV performance.
Own the overall health of the database including refreshes and scrubs/cleansing. Execute retention journeys to keep 1P database active, while driving growth of opt-in marketing efforts and 1st-Party Data registrations.
Develop and execute plans for a Loyalty strategy (Subscription, Clubs, etc) to retain key customer segments through specific conversion targets and cross-selling.
Partner with CRM agency to define use cases, models, portfolio segmentation, campaigns briefing, execution, analysis and optimization.
Collaborate with internal teams to automate manual processes and improve communications relevancy by developing behavioral and remarketing campaigns.
Define Main KPIs (Key Performance Indicators), create and review tracking reports and discuss on-going optimization opportunities.
Manage the budget forecast and phasing of spends through the year based on the calendar of activities. Also, create relevant financial business cases for projects.

Required experience and skills:
BA/BS in Marketing, Communications, Business Management preferred. MBA also preferred, but not required.
6+ years relevant industry experience with 5+ years' experience specifically in CRM and loyalty, required. Experience with programmatic media is a plus.
Proven knowledge of ESP tools (preference for Klaviyo) and CDP (preference for Segment), driving omni-channel strategies, opt-ins, database growth, digital engagement, ecommerce sales, and analytics across channels.
Advanced analytical skills and in-depth database segmentation experience.
Substantial problem-solving ability with strategic focus on impacting ROI.
Multi-functional project management and strategy development skills; ability to manage deliverables - and to coordinate, collaborate, and demonstrate results.
Demonstrated ability to successfully manage medium to large scale, cross-functional projects involving cross-functional teams and third-party agencies.
Excellent communication, story-telling and presentation skills to frame complex concepts to facilitate discussion and deeper levels of understanding across departments.
Strong teamwork skills with ability to bridge e-commerce, marketing, tech, compliance, legal and data insights functions.
Ability to prioritize among competing opportunities, balance franchise needs with business priorities, and articulate the rationale behind decisions
The capability to execute rapidly and successfully in an unstructured environment.

Company Overviews:
Pure Encapsulations - From the pure ingredients that go into our nutritional supplements to the genetic data we help to analyze - we help people pursue their individual journey to better health with the same care, consideration, and purpose that we would our own.

Douglas Laboratories - For over 65 years, Douglas Laboratories has been dedicated to meeting the needs of healthcare professionals. As a globally recognized leader in the development of innovative, science-based nutritional supplements, we strive to help healthcare professionals and their patients push their potential to live healthier, today and in the future.
The above statements are intended to describe the general nature and level of work expected. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of this position.

Keywords: Atrium Innovations, Trenton , CRM & Loyalty Sr Manager, Executive , Bridgewater, New Jersey

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