CRM & Loyalty Sr Manager
Company: Atrium Innovations
Posted on: January 15, 2022
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
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
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
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
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
Collaborate with internal teams to automate manual processes and
improve communications relevancy by developing behavioral and
Define Main KPIs (Key Performance Indicators), create and review
tracking reports and discuss on-going optimization
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
Advanced analytical skills and in-depth database segmentation
Substantial problem-solving ability with strategic focus on
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
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
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
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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