Customer Relationship Management Manager

1 week ago


Mississauga Ontario, Peel region, Canada LUS Brands Full time

Company Overview

LUS Brands (“Love Ur Self”) is a Toronto-based DTC (direct-to-consumer) hair care brand that’s backed by Y Combinator, Sound Ventures, Comcast and other notable VCs and angel investors.


Since launching in 2017, we have shipped over 6 million bottles of our innovative hair care products to consumers with curly hair worldwide and earned thousands of 5-star reviews. Our mission is as simple as the products we create: to encourage people to genuinely love and accept themselves so that their unique beauty can shine through.


About the Role

As the CRM Manager/Sr. CRM Manager, you will help to design & execute consumer-first activation strategies across the user journey. This role will be foundational in growing our customer LTV and engaging the LUS Brands community. Reporting to the VP of Growth Marketing, you will partner closely with cross-functional teams to optimize user touchpoints and develop the ongoing strategy for LUS customer activation and loyalty. You will implement and iterate new lifecycle campaigns and measure performance analytics for the program. You’ll find efficiencies in CRM operations and improve the effectiveness of our CRM tactics.


Responsibilities & Duties

  • Execute, iterate and optimize our CRM campaigns across current channels
  • Test and expand into new lifecycle touchpoints & channels
  • Implement performance targets for our CRM campaigns, channels, segments, etc
  • Build customer segmentation & user journey strategies, measure & optimize our KPIs, launch new initiatives aligned with changing business needs
  • Own our email calendar and creative briefing process for campaign materials
  • Collaborate across marketing channels to leverage content, campaign themes, messaging, etc for improved performance and cohesive efforts
  • Launch regular testing to continue optimizing core campaign metrics
  • Share regular insights with channel owners and key business stakeholders
  • Develop monthly CRM forecasts for both revenue, channel KPIs and segment list growth


Qualifications

  • 5+ years experience managing a CRM program for a DTC eCommerce brand.
  • Proven success in customer engagement and retention tactics that increased customer LTV & lifecycle KPIs (reduced churn, increased order value and frequency)
  • Hands-on experience in platform with ESP (Klaviyo, Braze)
  • Strong analysis and analytical skills (experience in GA & Shopify)
  • Excellent communication and presentation skills, ability to multi-task in a fast-paced, data-driven environment

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