What are the responsibilities and job description for the Client Relationship Manager position at The Workshop LA?
**FASHION ECOMMERCE EXPERIENCE IS REQUIRED*
Our client, a premium contemporary denim and lifestyle brand, is seeking a CRM Manager to lead the strategy and execution of all email and SMS marketing initiatives. This role is central to driving customer engagement, retention, and revenue through thoughtful lifecycle marketing, loyalty, and clienteling programs.
Email & SMS Marketing
Lead end-to-end strategy and execution for all email and SMS communications, including promotional, transactional, and automated lifecycle campaigns. Design, launch, and continuously optimize customer journeys such as welcome, browse and cart abandonment, post-purchase, win-back, and cross-sell flows. Build and evolve audience segmentation frameworks grounded in customer behavior, lifecycle stage, and engagement patterns. Own CRM campaign calendar planning in alignment with brand initiatives, product launches, retail moments, and PR events. Execute geo-targeted campaigns to support retail stores and localized marketing efforts. Drive A/B testing initiatives to improve engagement, conversion, and revenue performance. Partner closely with Web Design to ensure messaging and creative execution align with brand standards and seasonal direction.
Loyalty Program
Oversee day-to-day loyalty program operations, including member communications, promotional activations, and rewards strategy. Develop initiatives that increase enrollment, engagement, repeat purchase rate, and customer lifetime value. Analyze program performance and recommend enhancements to deepen personalization and retention. Collaborate with Retail and E-Commerce teams to ensure a seamless omnichannel loyalty experience.
Clienteling
Partner with Retail Operations to align CRM strategies with store-level initiatives and customer engagement goals. Establish outreach best practices, cadence, and segmentation to support meaningful one-to-one customer engagement through clienteling platforms. Build and manage customer audience segments to enable targeted messaging and personalized client experiences. Create templates, visual assets, and campaign toolkits to support store teams. Support retail-driven activations through targeted messaging and event-based outreach.
Analytics & Optimization
Own weekly and monthly CRM reporting across email and SMS, tracking revenue, engagement, retention, and customer growth. Translate performance insights into actionable recommendations that refine audience strategy, messaging, and lifecycle architecture. Identify and implement opportunities to enhance customer journeys and drive incremental revenue.