Manager, Lifecycle Marketing & CRM

Company Description

Overview

SPANX isn’t your average company. We revolutionized an industry by challenging the status quo and putting the customer first. You might know the story: our founder, Sara Blakely, who needed the right thing as a base layer to feel 100% in white pants, so she cut the legs off a pair of tights and Spanx was born. The spark of that origin is the fuel for our future. We grew up in shapewear. But we’ve graduated. For 25 years (yep, we're old enough to rent a car now), we've been experimenting, innovating, and occasionally banging our heads against the drawing board. And we will never stop obsessing about what women who are out there doing their thing deserve. Because we are those women. And we’re honored to create on behalf of us all.

We make elevated essentials with confidence built in. Essentials for layering underneath or wearing out loud, for “just-between-us” and “where'd you get that?” For everything you've got planned (and don't). Because what you put on can change how you show up. And if its' not working for you, it's got no place in your closet. Or on your body. Creating items that’ll make you feel great is a matter of the heart—and the lab. In every Spanx product is technology we design and build to highlight, complement, and form your look, just the way you like it. SPANX design and technology help make sure what you see in the mirror reflects that feeling of feeling your best (you know the feeling?). We are a high-growth, innovative and ambitious company and we are embarking on an exciting trajectory of both digital and international expansion. 

Job Description

About the role

We are looking for a strategic and highly technical Lifecycle Marketing & CRM Manager to own development and day-to-day management of our lifecycle marketing campaigns from start to finish – and be a critical leader in delivering a best-in-class AI-driven personalized experience to SPANX customers.

Our ideal candidate takes a data-driven customer first approach and has the inherent desire to distill analysis into strategic recommendations and relentless iteration. Equally important, they have the know-how and a go-getter mindset to make it all happen. 

You will be hands-on developing complex automation logic, setting up campaign workflows, and defining requirements for customer data integration needs in partnership with the Digital Product team.

This role is based in our NYC headquarters and reports to the Senior Manager, Retention Marketing.

The annual base salary for this position ranges from $90,000.00 to $110,000.00. Actual salary will vary based on a candidate's location, qualifications, skills, and experience.

You’ll love it because you will…

• Manage lifecycle launch and testing roadmap: identify high-impact opportunities and customer insights across the lifecycle journey to launch relevant touchpoints that drive retention and LTV
• Own trigger operations end-to-end: creative briefing, workflow set-up, QA, reporting
• Create QA and monitoring practices to ensure automation is working as expected (and error-free!)
• Grow contribution of revenue coming from triggers in both Email and SMS channels
• Deliver highly personalized campaigns, leveraging emerging AI technologies
• Adopt relentless test-and-learn approach to continuously optimize performance
• Track, analyze and share out performance and testing results of lifecycle campaigns
• Provide actionable insights and recommendations to inform roadmap pivots
• Develop an always-on strategy for incorporating new product launches into lifecycle marketing
• Obsess over the customer: Deliver CRM that not only converts but delights the customer
• Develop strong technical understanding of our MarTech stack and data integrations
• Identify and define requirements for customer data needs to support lifecycle marketing plans, and partner with Digital Product team to implement
• Work with vendors and stay up-to-date on emerging software to enhance marketing capabilities
• Beyond Email & SMS: Partner with Paid Media, Site, Digital Product, and Customer Experience (CX) teams to implement omni-channel lifecycle marketing strategies.
• Support customer programs such as loyalty, advocacy, etc.

Qualifications

We require...

• 5+ years of relevant lifecycle marketing and CRM experience; preferably with DTC brands
• Deep expertise in marketing automation, with a focus on Email and SMS
• Ability to build campaigns and complex automation in CRM tools (i.e. Klaviyo, Iterable, etc.)
• Comfort with basic HTML and setting up dynamic content
• Impressive attention-to-detail, striving for absolute accuracy
• Strong understanding of retention KPI’s, developing benchmarks, and measurement
• A passion for data, someone who can quickly synthesize data to create innovative marketing strategies 
• Proactive self-starter with high initiative to turn ideas and ambiguity into action 
• Ability to thrive in a fast-paced environment and juggle competing priorities and tasks 
• Positive, team-player attitude who can bring cross-functional stakeholders together to advance retention goals
• Understanding of database structures and using data to power strategy and execution 
• Strong Communication: speaks clearly and understandably; presents with confidence; gauges audience reaction, interest, and understanding, and adjusts communication style or content accordingly
• Ability to effectively communicate complex technical ideas to a wide variety of people 
• Continuous Learning: Identifies the information needed to address an issue; gathers information from routine and non-routine sources to support decision-making; assimilates new information quickly; masters new techniques easily
• Delivering Results: Focuses on understanding and addressing customer needs; sets high standards for work quality and quantity; delivers high productivity in a focused and timely manner; shows commitment to the organization
• Expertise and Technology: Applies functional and technical expertise to accomplish work; adopts, operates, and repairs job-related technology effectively; generates new functionality within technology systems

Additional Information

Spanx is proud of our continued Progressive People Practices…

• Company Healthcare Plan: $0.00 out of pocket (Employee only benefit)
  Fertility testing and treatment are included in Spanx’s medical plans, even without the diagnosis of infertility. 
• Parental Leave Policy: Primary caregiver receives 16 weeks AND will have the option to work a half-time schedule (20 hours per week) for up to four additional weeks with full-time (40 hours per week) pay.
• Mental Health Days:10 days
• 401K: Matched up to 4% with immediate vesting.
• PTO & Company Holidays: PLUS two full weeks of companywide closures (one in the Summer; one between Christmas and NYE)
• Flex Friday: Year-round half-day Fridays!

All your information will be kept confidential according to EEO guidelines.