CRM Manager

$110,000 - $125,000/Yr

Catbird

Full-time - Mid Level

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The CRM Manager at Catbird will play a crucial role in enhancing customer retention strategies, increasing loyalty, and mitigating churn across e-commerce and store customer cohorts. This position requires a data-driven individual who understands the full customer lifecycle and its drivers, working closely with the marketing, product, and leadership teams to develop actionable insights and strategies.

Responsibilities

• Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights.
• Build streamlined customer dashboards for ongoing and ad hoc analysis.
• Summarize key insights and actions to share with the wider team.
• Automate reporting in Catbird's BI platform, Looker.
• Define additional metrics and tracking to measure Catbird's retention health and brand heat.
• Identify shifts within customer behavior and relevant actions to drive growth.
• Collaborate with marketing to provide data-driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on-site.
• Provide a data-driven framework for Catbird's pilot loyalty program and clienteling services across e-commerce and store.
• Work with marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase, and spend trends.
• Partner with marketing and retail teams to create monthly and weekly customer engagement reporting and measurable KPIs.
• Assist marketing in A/B testing processes for creative, messaging, send frequency, and timing.

Requirements

• 3-5 years experience in corporate strategy, consulting, or CRM experience.
• Strong data analytics and qualitative skills, with SQL as a strong plus.
• Deep experience in analytics platforms (Looker, Google Analytics).
• Experience with customer research methods, including coding and deploying surveys, and social listening.
• Ability to translate insights into actionable strategies.
• Strong communication skills and ability to collaborate with small, cross-functional teams.

Nice-to-haves

• A passion for the Catbird brand and sustainability mission.

Benefits

• Healthcare eligibility following 30 days of hire with 75% of the medical premium covered by Catbird.
• Dental and vision insurance.
• 15+ vacation days and 7 sick days, plus an extra day off during the month of your birthday.
• 401(k) with profit sharing and safe harbor contribution eligibility after one year of employment.
• Professional Development Stipend of $200/year, plus workshops and talks throughout the year.
• 12 weeks of paid parental leave.
• The Catbird Giving Fund supports nonprofits aligned with core beliefs.
• Generous employee discount.
• Pre-taxed MetroCards for commuting.
• Discounted Citi Bike Annual Membership.
• Regular company-wide parties, brunches & happy hours.
• A warm, casual work environment.