The Senior CRM Manager is responsible for owning and optimizing current customer lifecycle programs and identifying opportunities for implementing new programs that aim to improve retention, decrease time to first purchase and increase overall customer LTV through Email, Push, App and other owned channels. Core responsibilities will include development, execution and analysis of all triggered email campaigns with the objective of increasing email engagement, conversion rate, and customer loyalty. This role reports to the Director of CRM and liaises between Product, Creative Marketing, Merchandising, and Data Engineering teams.

RESPONSIBILITIES

• Oversee the customer lifecycle journey and all triggered messaging campaign strategy, data, content and personalization, including transactional messages
• Identify opportunities to improve triggered campaigns through data, personalization and dynamic content 
• Add messaging programs that decrease time to first purchase, increase repeat purchase rate, reduce churn and convert active customers across product categories
• Implement AB testing roadmap for all triggered journeys, own testing reporting, identify, communicate and implement insights 
• Reporting/Analysis - Analyze and use email Key Performance Indicators (KPIs) to coach cross-functional brand teams to improve overall email performance 
• Campaign QA - support CRM Specialist by serving as final QA approval for marketing campaigns 
• Email Deliverability - monitor Alo Yoga brand inbox placement and email deliverability best practices. Work with our deliverability partners on strategies to maintain optimal inbox placement. 
• Loyalty - support Director of CRM and wider Digital team with implementing Alo Yoga Loyalty programs
• Industry Best Practice and Competitor Reviews: Conduct market research to identify new revenue opportunities, the latest trends and competitive landscape 

QUALIFICATIONS

• 5-7 years’ experience in CRM required
• Extensive experience working in CRM tools such as Salesforce, Bluecore, Braze, Iterable, Klaviyo
• Experience working cross-functionally with product, engineering and data analytics teams and tools (i.e. JIRA, Asana, Tableau, Google Analytics, etc.)
• Demonstrates competence in clear, concise communication, particularly when managing tight deadlines and when presenting program performance/insights to leadership team
• Deep understanding of Email and Push KPIs and how to analyze these to derive and implement insights 
• Creative thinking who uses data insights to inform decisions
• Familiarity with Shopify and Shopify integrations a plus
• Experience in retail, fashion, athletic apparel industries a plus
• Experience implementing or managing loyalty programs a plus

JUST SOME OF THE PERKS

• Generous employee discount for Bella Canvas, Alo Yoga
• Free membership to Alo Moves, with access to hundreds of streaming fitness and yoga classes with top instructors
• Competitive medical, dental and vision plan options, and enhanced additional benefits such as free virtual access to mental health providers and new parent support for employees and dependents
• 401K with company matching
• Employee equity program
• Hybrid work environment
• Free treats, all day, every day in the office! Stay fueled with complimentary espresso drinks, cold brew, kombucha, and healthy snacks.
• Daily yoga classes at HQ taught by some of the best yogis in the world in addition to an onsite gym equipped with best-in-class equipment

#LI-4

Seniority Level: Mid-Senior Level