Senior CRM Manager | Dermstore

Role: Senior CRM Manager - Lifecycle & Loyalty, Dermstore.com

Dermstore was created in 1999 by a dermatologist who wanted to better serve his patients with easier access to the treatments their skin needed. We offer professional-strength formulas from top skin care brands, hard-to-find spa care and natural beauty brands, professional hair care and makeup products, and specialty brands from around the world.

Our mission is to be the leading digital partner for professional skincare brands. We place our customers, colleagues & community front and center of everything we do. To enable us to do this we have offices across the US filled with passionate beauty fanatics who are committed to delivering rapid growth in this exciting industry.

The Senior CRM Manager, reporting to the VP of Retention Marketing, will support the Dermstore.com business in optimizing CRM activities across Email, SMS, App Push Notifications, and Direct Mail.  The primary focus of the role will be automation messaging (triggered and journey messages) and loyalty (Dermstore’s Rewards program) – spanning lead gen, acquisition, and retention.  Ideally the candidate has 5-7 years minimum relevant CRM experience working at a DTC brand, and experience managing people, as the vision is to hire one direct report.

Responsibilities:

• Lead Dermstore’s customer journey, with focus on personalization and segmentation, to customize relevant messages through the various life stages across activation, engagement, retention, and winback.
• Own the customer life stage database, with a focus on feeding the funnel, improving retention of active customers, reducing customer opt-outs, and optimizing content mix – with ultimate goal to be improve the customer experience and in turn increase LTV.
• Manage channel revenue budget and performance KPIs including CVR, AOV, and Opt-in/Outs, setting monthly goals based on consumer behaviors and business targets.  This will include reporting on results vs targets and YOY, recommending pivots in-month to deliver improvements.
• Develop and manage analyses of automated and journey campaigns, and lead test-and-learn campaigns based on hypotheses driven from data.
• Launch brand and category specific workflows (in collaboration with Buying teams) to increase repeat purchases, upsell buyers into auto-replenishment program, and drive cross-category purchases.
• Partner with Trade/E-comm team to optimize Loyalty Rewards program, and elevate messages to various segments to increase participation, redemptions, and revenue.
• Support brand goals during tent-pole events as well as every-day evergreen moments, changing messaging when relevant to match sale offers.

Skills:

• Ability to prioritize and effectively manage workload in a fast-paced environment, and to adapt to unforeseen circumstances, keeping a cool-head under pressure
• Aptitude for data analytics; strength working with numbers and drawing insights
• Ability to form good working relationships with colleagues
• Strong Excel skills, including building formulas, pivot tables, and charts

Benefits:

• Hybrid work schedule: 3 days in-office; 2 day WFH
• Salary: $115,000 - $125,000
• Office Location: New York City
• 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...