The Customer Retention Manager is responsible for implementing, managing, and executing customer retention tactics including email, push, and SMS sends to advance the organization’s goals and objectives. Assists the Director of Lifecycle Marketing in improving customer retention and brand loyalty through various initiatives.

Duties & Responsibilities

• Owns and manages a strategic campaign calendar for email, SMS, and push notification sends, prioritizing projects that drive repeat purchases for existing customers
• Maps out, analyzes, and optimizes customer journeys in our CDP tool using audience segmentation and strategic insights
• Writes compelling and on-brand copy for emails, SMS, and push notifications
• Optimizes email, SMS, and push notifications sends through A/B testing
• Collaborates with graphic designers to deliver high-quality creative assets across email, SMS, and push platforms that drive conversions
• Manages day-to-day campaign execution
• Works closely with Paid Media team to set up retargeting advertising campaigns that drive repeat purchases
• Collaborates with other internal teams as needed to meet objectives
• Reports on email, SMS, and push results, giving key insights and recommendations
• Build customer segments that can be used for retargeting and personalized marketing campaigns
• Monitors industry trends and best practices, implementing as needed

• 2 years of experience in email and SMS marketing, preferably in a high growth organization
• Bachelor's degree in Marketing, Communications, or similar field highly preferred, but not required
• Experience using customer data platform Braze highly preferred, but not required
• Exceptional copywriting and organization skills
• Ability to maintain attention to detail in a fast-paced environment
• Self-starter—someone who takes initiative with a natural drive to get things done
• Problem solver, able to stay focused and calm in the face of change
• Knowledge of email & SMS marketing laws, regulations, and best practices
• Experience in D2C and eCommerce preferred 

Crumbl was founded in 2017 by Jason McGowan & Sawyer Hemsley in Logan, Utah. It is now the fastest-growing cookie company in the nation with over 1000 locations in the USA and Canada. Crumbl is powered by cutting-edge technology, iconic branding, delicious desserts, and passionate people.

Crumbl HQ and franchisees provide employment for over 26,000 people across the United States, and all of our franchises are owned and operated by independent members of the local community.

Crumbl’s 200 unique cookie flavors rotate weekly and are served in our famous pink box! 

Crumbl is an equal opportunity employer. Crumbl provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.