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CRM Manager | Perricone MD

Canteen staff at the company canteen cash register

Job Category

Ecommerce

Division

THG Beauty

Location

San Francisco, CA (Hybrid)

Job Type

Full-time

THG is a fast-moving, global technology business that specialises in taking brands direct to consumers. Our world-class proprietary tech and infrastructure powers our extensive portfolio of beauty, nutrition and lifestyle brands and is now helping drive exponential growth of our clients’ brands globally.  

We’re powered by a global team of over 7,000 ambitious people around the world. Our culture is fast-paced and entrepreneurial, it’s this DNA that has supported our incredible growth.

We’re always looking for individuals that can bring fresh and innovative thinking to THG, and play a part in driving the group forward on its exciting journey. So, if you’re ready to take the next big step in your career, challenge yourself every day and evolve with the world around you, THG is ready for you. 

Role: CRM Manager

The CRM Manager owns the relationship and is responsible for retaining loyal, high-value Perricone MD customers. Together with the Acquisition, Customer Lifecycle, Site Merchants, and Brand Marketing Teams, the CRM Manager will help define programs that drive loyalty and increase customer lifetime value, among the brand’s various retained customer audiences. The CRM Manager is the ultimate owner and gatekeeper of our customer retention programs including auto replenishment, loyalty, subscription boxes, and direct mail. The ideal candidate is results-focused, creative, methodical and passionate about user experience, communication and using data to drive insights, decision making and e-commerce growth. 

Essential Duties and Responsibilities:

  • Create and lead a comprehensive CRM strategy that drives revenue and delivers on key brand objectives across new product launches, site promotions, broadcast events, auto replenishment, direct mail and all other customer-related initiatives. Maintain close relationships with internal teams to identify growth opportunities and turn data into actionable insights that drive revenue.
  • Develop customer journey maps and continually test and learn to refine direct customer communications.
  • Advise and assist the Email Marketing Manager to develop audience insights that inform email marketing programs, and assist in planning and executing robust email marketing programs, including series-based emails (welcome series, loyalty, abandoned cart, post purchase, lapsed buyer, etc.).
  • Auto Replenishment: Build customer relationships via auto replenishment program by managing features, enhancements, and strategy of the program.
  • Direct Mail: Develop and implement strategy for direct mail campaigns to re-engage lapsed customer base and drive revenue and conversion.
  • Subscription Boxes Program: Management of subscription box program to drive new customer acquisition and revenue.
  • Loyalty Program: Re-establish brand’s loyalty program, with redesigned structure, point system, and point redemption scheme, together with full marketing plan.
  • Reporting: Utilizing Google Analytics and proprietary internal systems, provide regular and comprehensive updates on KPIs, including conversion, customer lifetime value, bounce rate, engagement rates, auto replenishment metrics, etc.

KPI’s

  • Maintain weekly/monthly/quarterly reporting to assess and analyze all critical CRM KPI’s and metrics
  • Achieve digital revenue goals, measured quarterly
  • Achieve annual retention goals, measured quarterly
  • Achieve agreed upon customer engagement KPI’s
  • Achieve annual auto replenishment revenue, subscription, and subscriber goals
  • Achieve annual loyalty program member goals

Qualifications:

  • BA or BS degree
  • Minimum three years’ experience in e-commerce
  • Experience with SQL, e-commerce platforms, email and CRM platforms, Google Analytics, Tableau, Superset (or similar platform) required

Benefits:

  • Salary: $105,000 - $120,000
  • Medical, Dental, Vision plans
  • 401K matched up to 5%
  • Generous PTO (Paid Time Off)
  • Short and long-term disability
  • Summer Fridays (early end time)
  • Exclusive employee discounts on THG Brands
  • Many more...

Because of the high volumes of applications our opportunities attract, it sometimes takes us time to review and consider them all. We endeavour to respond to every application we receive within 14 days. If you haven't heard from us within that time frame or should you have any specific questions about this or other applications for positions at THG please contact one of our Talent team to discuss further. 

THG is committed to creating a diverse & inclusive environment and hence welcomes applications from all sections of the community. 

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