Senior Manager, Loyalty & CRM

Sol de Janeiro

Sol de Janeiro

New York, NY, USA
Posted on Friday, May 19, 2023
Launched in 2015, SOL DE JANEIRO is an award-winning, fast-growing premium global lifestyle beauty brand inspired by the beauty rituals and attitude of the beaches of Rio. Our purpose is to embolden a movement of self-celebration and joy through the power and the warmth of Brazilian spirit. This brand philosophy extends from our products to our corporate culture. We are leaders, permanently inquisitive, category junkies, incredibly diverse, self-demanding, true team players, and we are all Brazilian in Spirit.

Headquartered in New York and launched as a digitally native brand, we now have teams in Rio, Paris, London and Italy supporting the expansion across the globe.

The position will report to: Associate Director, Retention + CRM Marketing

Overall Responsibilities:

We are looking for someone to help run and grow our CRM & Loyalty Programs.

CRM, Email, & SMS:
  • Help to set the strategic roadmap for our automated email and SMS trigger programs, including customer personalization tactics, and right time, right place, right message mentality
  • Accountable for tracking and measuring KPIs that ladder up to business goals, with ongoing efforts to continuously analyze data, identify trends, and implement optimizations within email & SMS trigger programs and share insights and recommendations
  • Expand and optimize personalization and segmentation strategies across all email and SMS touchpoints to increase engagement, revenue, and efficiency
  • Own end-to-end project and program management from concepts, strategies, and roadmaps through execution including creative briefing and working with creative and copy teams, and working directly with email & SMS vendor on execution, deployment, and performance analysis
  • Develop strategy to collect and leverage customer first party data through customer quizzes on site, work with external vendor on execution, utilize data for customer personalization, and evaluate program performance
  • Become a subject matter expert in customer behavior, cohort analysis, segmentation, and user experience, serving as a go-to person for retention-related questions
  • Evolve segmentation strategy to deliver a personalized and relevant customer experience across all retention touchpoints
  • Conduct competitor research around automated CRM programs and personalized marketing to stay current on industry trends and practices and make recommendations to improve the business
  • Audit email trigger campaign send reports to ensure conversations are operating as expected

  • Lead and manage loyalty program strategic plans and marketing calendar, including program enhancements and optimizations through program performance reporting and evaluation
  • Drive loyalty initiatives across all customer cohorts and integrate across all channels
  • Oversee gifting, surprise and delight, sweepstakes, and exclusive programs for our most loyal customers
  • Continuously update points earning activities to boost customer engagement with the program and with the brand
  • Manage Refer-A-Friend program including launch strategy, execution, program performance evaluation, and long-term strategy; own relationship with external vendor

Essential Skills And Experience
  • 4+ years of experience directly managing email marketing, loyalty program and a CRM database
  • Demonstrated success in developing innovative CRM campaigns expertise in enterprise email platforms, technology, deliverability, engagement campaigns, A/B testing, and marketing metrics
  • Well-versed in key email metrics to support and recommend innovative marketing strategies
  • Ability to communicate results to various stakeholders and clearly present data
  • Exceptional data analytics skills; ability to draw conclusions from large data sets and form actionable insights
  • Experience with at least one email/CRM marketing platform: Klaviyo, Listrak, etc.
  • Highly organized and take a process-oriented approach to all you do
  • Strong project management and prioritization skills
  • Must be comfortable working a hybrid schedule (remote & in our New York City office, as needed).

Salary Range

$120,000—$135,000 USD

In addition to base salary, this position is eligible for participation in a highly competitive bonus program with the possibility for overachievement based on performance and company results.

The information contained herein is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee, as these may change or new ones may be assigned at any time.

Sol de Janeiro is committed to diversity and inclusion in the workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.