CRM & Data Insights Manager

Description

• Analyze sales and customer data to drive strategic insights and operational improvements.
• Transform raw data into actionable recommendations that inform service delivery strategy and guide the development of improved processes and procedures.
• Create custom data analysis tools, applications, and data manipulation utilities for the team.
• Develop dashboards that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and data sources.
• Assist in development of key business reports including internal and external business reviews.
• Own CRM and define strategy on segmentation and personalization across the eCommerce channel including email, SMS, Direct Mail, Clienteling and website.
• Oversee end-to-end email, SMS, Direct Mail, Clienteling marketing strategies and process
• Assists eCom Coordinator with monthly marketing calendar that supports site-merchandising plan and work with creative team to develop emails
• Manage on site A/B testing working alongside the eCom Coordinator
• Identify opportunities to engage our customers along their journey, personalize experiences through segmentation, reduce churn, increase customer loyalty, and ultimately increase LTV through programs like abandoned cart, VIP/loyalty programs, welcome, post-purchase, winback etc.
• Design and build processes around campaign management and marketing automation: tools, workflows, A/B testing, profiling, segmentation, personalization, triggered events, customer journey, quantitative test designs, and activation to drive retention KPIs
• Develop strategies to find new customers; convert website visitors into buyers, cross-sell other products and services to previous buyers and develop valuable ongoing customer communications to aid in overall customer satisfaction and loyalty.
• Improve and optimize online user experience and make customer journey consistent from email to click to browse to purchase.
• Define KPIs, create reports, monitor performance and adjust strategies when necessary. Provide report to cross-functional teams regularly
• Constantly monitor and evaluate new and innovative email trends and best practices. Ensure our email marketing efforts are in compliance with brand guidelines and regulation.
• Work closely with the marketing team on calendar planning, project prioritization and performance tracking, and implement integrated campaigns across digital advertising, social, email, and other channels.

Requirements
THE BRAND
Billy Reid began designing almost 20+ years ago, with the intention of creating clothes he would want to wear - pairing beautiful fabrics with impeccable construction. Founded with a deep sense of community and goodwill, the flagship store opened in Billy's hometown of Florence, Alabama in 2005. Today, the ageless American brand maintains its commitment to thoughtfully crafted, timeless style for life's most cherished experiences.

Whether you're shopping in one of our 19 shops across the country or browsing our e-commerce site, we want you to feel welcomed. We appreciate warm, talented, collaborative people to help grow our brand.

OUR CULTURE

• Creative + Collaborative
• Fun, yet fast-paced
• Belief in anything is possible
• Everyone Matters

THE OPPORTUNITY
Billy Reid is searching for an experienced
CRM and Data Insights Manager
to join our E-Commerce team. The CRM & Data Insights Manager will serve as a strategic partner in shaping how we understand, engage, and retain our clients across all touchpoints of the brand experience. This role blends analytical expertise with a passion for client relationship management to inform business strategy and elevate personalized engagement. The ideal candidate will translate complex data into meaningful insights, design and implement CRM strategies across email, SMS, direct mail, clienteling, and digital channels, and develop automated tools and dashboards that guide decision-making. Working closely with Marketing, eCommerce, and Retail teams, this individual will drive initiatives that deepen client loyalty, enhance the luxury customer journey, and support the brand's commitment to thoughtful, high-touch service

Role Responsibilities

• Analyze sales and customer data to drive strategic insights and operational improvements.
• Transform raw data into actionable recommendations that inform service delivery strategy and guide the development of improved processes and procedures.
• Create custom data analysis tools, applications, and data manipulation utilities for the team.
• Develop dashboards that provide Key Performance Indicators (KPI) metrics across multiple data sources through the consolidation of tools and data sources.
• Assist in development of key business reports including internal and external business reviews.
• Own CRM and define strategy on segmentation and personalization across the eCommerce channel including email, SMS, Direct Mail, Clienteling and website.
• Oversee end-to-end email, SMS, Direct Mail, Clienteling marketing strategies and process
• Assists eCom Coordinator with monthly marketing calendar that supports site-merchandising plan and work with creative team to develop emails
• Manage on site A/B testing working alongside the eCom Coordinator
• Identify opportunities to engage our customers along their journey, personalize experiences through segmentation, reduce churn, increase customer loyalty, and ultimately increase LTV through programs like abandoned cart, VIP/loyalty programs, welcome, post-purchase, winback etc.
• Design and build processes around campaign management and marketing automation: tools, workflows, A/B testing, profiling, segmentation, personalization, triggered events, customer journey, quantitative test designs, and activation to drive retention KPIs
• Develop strategies to find new customers; convert website visitors into buyers, cross-sell other products and services to previous buyers and develop valuable ongoing customer communications to aid in overall customer satisfaction and loyalty.
• Improve and optimize online user experience and make customer journey consistent from email to click to browse to purchase.
• Define KPIs, create reports, monitor performance and adjust strategies when necessary. Provide report to cross-functional teams regularly
• Constantly monitor and evaluate new and innovative email trends and best practices. Ensure our email marketing efforts are in compliance with brand guidelines and regulation.
• Work closely with the marketing team on calendar planning, project prioritization and performance tracking, and implement integrated campaigns across digital advertising, social, email, and other channels.

Qualifications

• BA/BS degree or equivalent practical experience.
• 3+ years experience in business, data, or insights analysis
• Have strong experience in deep analysis with an ability to drive results and work effectively across teams.
• Strong problem solving, strategic thinking, presentation and communication skills in front of leadership.
• Strong understanding and working knowledge of contact center processes.
• Have the ability to work independently and under pressure, and the ability to influence others without having direct authority.
• Experience in business, financial or statistical analysis.

KEY COMPENTENCIES

• Business Acumen: Understands our business model and operations, trends, the fashion industry, and organizational policies and procedures. Can easily adapt in the ever-changing fashion and retail environment. Can establish organizational and peer relationships.
• Effective Communication: Can convey information to others clearly and simply in a way that means things are understood and get done. Actively listens, demonstrates patience in hearing people out, and effectively communicates up.
• Relationship Management: Can quickly find common ground through respectfully engaging in solution focused conversations, problem solving, and a shared understanding of our business goals/strategy. Ability to represent one's own interest yet embraces/appreciates diverse perspectives of other groups. Encourages collaboration, is cooperative, and is seen as a team player. Celebrates milestones, from big wins and promotions
• Strategic Agility: Is future focused and goal oriented with a nimble and flexible work style. Can see ahead clearly and anticipate future consequences and trends accurately. Make it a point to share learnings from successes and failures along the way.
• Operations Effectiveness: Sets clear objectives, metrics, and efficiently manages time. Follows through from challenge to creative resolution or (project completion). Challenges processes in need of improvement and behaves as a leader by taking accountability for the outcomes of your work. Monitors process, progress, and results. Uses resources effectively and efficiently.

What We Offer

• Paid time off
• Medical, Dental, and Vision insurance
• 401K Employer Match
• Employee Discount

IF THIS SOUNDS LIKE YOU
If you are looking for an exciting opportunity, have commitment to quality and thrive off working with smart, creative people, we want to hear from you.

Here at Billy Reid we believe a diverse workplace fosters creativity, is critical to the success of our company, and benefits our communities. We seek to recruit, hire, and promote based on the candidate or employee's qualifications and merit. No regard will be given to race, religion, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability or any other characteristics protected by applicable law. We are committed to being an equal opportunity employer who provides a respectful workplace for all employees.