The CRM Manager will analyze customer data, drive retention strategies, collaborate on marketing initiatives, and lead loyalty program development.
Catbird is filling an exciting role for a CRM Manager, reporting to the VP of Marketing & Communications. In this role, you will partner closely with our marketing, product, and leadership team to develop retention strategies, increase customer loyalty and lifetime value, and mitigate churn across our e-commerce and store customer cohorts. Our ideal candidate is data driven with a deep understanding of the full customer lifecycle and its drivers.
Key Responsibilities
- Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights to build out the following:
- Streamlined customer dashboards for ongoing and ad hoc analysis
- Summary of key insights and actions to wider team
- Automated reporting in Catbird’s BI platform, Looker
- Define additional metrics and tracking to measure Catbird’s retention health and brand heat.
- Identify shifts within our customer behavior and relevant actions to drive growth
- Work closely with marketing to provide data driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on site.
- Provide data driven framework for Catbird’s pilot loyalty program and clienteling services across e-commerce and store.
- Work closely with the marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase and spend trends.
- Partner with the marketing and retail teams to create monthly and weekly customer engagement reporting, and measurable KPIs.
- Work with marketing on A/B testing processes for creative, messaging, send frequency, and timing to constantly improve performance.
Our Ideal Candidate
- 3-5 years experience in corporate strategy, consulting, or CRM experience
- Strong data analytics and qualitative skills, SQL is a strong plus!
- Deep experience in analytics platforms
- Looker proficiency a must: dashboard modeling and design: Looks, views, and joins as well as data validation
- Experience with customer research methods – including coding and deploying surveys, and social listening
- Ability to translate insights into actionable strategies
- A strong communicator who enjoys collaborating with small, cross functional teams
- A passion for the Catbird brand and sustainability mission is a strong plus!
About Catbird
In over 21 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.
The key to our success is remaining true to our values:
-We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity
-We believe in making and selling things people will want to keep forever and will bring continuous joy.
-We believe in doing everything we can ourselves.
-We believe in always thinking of the long game and not focusing on a quick profit.
-We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow.
-We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty.
Top Skills
Bi Platforms
Looker
SQL
Catbird NYC New York, New York, USA Office
108 N 7th St,, New York, New York, United States, 11249
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