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Customer Relationship Management Manager

4 months ago

St Louis, United States Native Pet Full time

Company Overview:

Native Pet is re-imagining pet nutrition for a new generation of pet parents. We make dog-approved supplements to help consumers nourish their pets. We are in high growth mode as we scale across the digital and retail landscapes. Our ambition is to be the global leader in the pet consumable category.

About the Job:

Are you an eCommerce-obsessed retention marketer with a passion for pets? This is your opportunity to work for a high-growth, venture-backed, entrepreneurial company Native Pet's Growth Team is excited to hire a CRM Manager to lead our email & SMS marketing efforts.

Responsibilities:

  • Own end-to-end email & SMS efforts, including content planning, creative briefs, asset approval, customer segmentation, template building, QA, and deployment
  • Generate leads on by executing tactics to capture email & SMS information on our existing web traffic & audience
  • Build customer acquisition flows to convert CRM leads into customers
  • Develop & execute a strategy to optimize relationships with our existing customers (win back flow, cross-sell, upsell, subscription, loyalty, etc.)
  • Manage communication with current subscription customers and identify ways to grow the program with email & SMS
  • Coordinate email & SMS campaigns in line with broader eCommerce & marketing campaigns
  • Support our loyalty & ambassador programs by partnering with the CX team to build out/optimize the email & SMS integrations with those programs
  • Create a robust testing program to ensure constant experimentation and optimization across CRM strategies
  • Support omnichannel promotional efforts across our eCommerce, DTC, and Wholesale sales channels for major campaigns & events
  • Develop new and existing methods for collecting and monitoring customer feedback and satisfaction - work with marketing, growth, and data & analytics counterparts to collect data
  • Build out reporting & performance measurement systems to continuously monitor CRM performance
  • Manage and report on CRM performance, providing analysis of trends and behaviors over time to Marketing and Growth teams
  • Understand compliance & handle list maintenance for email & SMS

Who You Are:

  • Experienced CRM marketer (4+ years) with a track record of scaling CRM programs for rapidly scaling eCommerce brands
  • A Klaviyo & Attentive pro
  • Customer-obsessed marketer who is passionate about the customer journey and inspired by the opportunity to create experiences that can create positive impact
  • Consumer product nut who understands the power of loyal customers
  • Highly analytical with experience translating data into actionable insights - well-versed in retention data and comfortable analyzing and interpreting relevant data sets
  • Project leader with the ability to oversee the various cross-functional processes involved in planning, managing, and optimizing ongoing customer retention channels and tactics
  • A creative problem solver who can think outside the box when developing ways to improve customer retention - loves researching and testing new methodologies
  • Fast learner with a growth mindset and passion for continued learning
  • Independent operators who can deal with ambiguity and drive their work
  • Brand evangelist who appreciates the value of creative & messaging
  • Collaborative teammate who enjoys working cross-functionally
  • Organized professional who stays on top of their responsibilities
  • Dog, cat, all around animal lover

What We Offer:

  • Competitive salary with opportunity for equity/performance compensation
  • Opportunity to join a venture-backed, high-growth startup in one of the fastest-growing categories in all of CPG
  • Fun, empathetic, and caring team focused on your success and quality of life
  • An open vacation and flex-work policy that is designed to give you the time you need to relax and restore over the course of the year
  • Potential to work from wherever you want (remote, hybrid, in-person)
  • Dogs and cats are welcome in the office (obviously)