*This role is based in our Austin, TX HQ.
We are expanding our team and looking for our next CRM Manager. In this position, you'll be responsible for creating and implementing a CRM strategy and customer retention at Made In. You’ll take ownership of creating and implementing a data-driven CRM strategy to enhance customer engagement, retention, and repeat purchases. You'll collaborate closely with performance marketing experts and cross-functional leaders and play a pivotal role in building robust automation systems and leveraging first- and zero-party data to deliver impactful lifecycle experiences. You will have a vast array of content produced internally by our team to ensure our customers remain engaged with the brand in between purchases.
Responsibilities:
- Develop and Lead the CRM Strategy: Create and continuously improve Made In’s cross-channel lifecycle and retention roadmap, focusing on increasing CRM revenue and customer repeat rates.
- Design Automation-Driven Campaigns: Build lifecycle marketing strategies that capitalize on automation triggers and omnichannel marketing integrations across email, SMS, direct mail, and on-site experiences.
- Own Retention Metrics and Insights: Monitor key retention KPIs, uncover opportunities for growth, and implement strategies to enhance customer loyalty and satisfaction.
- Champion Experimentation: Foster a culture of data-driven testing, collaborating with teams across eCommerce, product, engineering, and data to refine strategies and share actionable insights.
- Optimize Personalization: Lead the development of first- and zero-party data strategies to deliver personalized experiences, adapting to privacy-first and cookie-less environments.
- Collaborate Across Teams:
- Partner with the data team to uncover customer insights and enhance segmentation and automation.
- Work with the product development team to inform the creation of customer-centric offerings.
- Collaborate with the web development team to create personalized digital experiences and automate engagement strategies.
- Align with the finance team to measure the ROI of promotional spend and maximize profitability.
- Drive Cross-Functional Projects: Serve as an advisor or project lead for new initiatives, including product launches, channel expansions, and enhancements to the customer experience.
Qualifications:
- 3-5 years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce businesses at $200M+ scale.
- Results-oriented with the ability to move easily between strategy and a player-coach mentality.
- Experience with broad cross-functional initiatives with ecommerce, performance marketing, customer experience, product, and engineering stakeholders.
- Highly analytical with the ability to translate data into actionable insights and customer segmentation strategies. Comfortable working in Looker, Klaviyo Google Analytics, and similar; advanced customer analytics skills preferred.
- An expert in the changing privacy related issues in digital marketing, cookieless behaviors, and inbox placement trends in 2024 and beyond.
- Bonus - Experience standing up and scaling loyalty programs.
- Familiarity with innovative personalization strategies and implementation preferred.
- Excellent communication and interpersonal skills.
- A passion for Made In, cooking and food, and the chef and culinary space.
Benefits We Offer:
- Competitive salary, 401k, healthcare benefits (including fertility and family-building care, mental health therapy, teladoc virtual health access along with HSA and FSA plans) and free and discounted cookware
- A people-centric workplace with flexible time off
- A vibrant, lively office space in the heart of South Austin which includes our onsite studio kitchen
Made In is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Made In makes hiring decisions based solely on qualifications, merit, and business needs at the time.
Skills Required
- 3-5 years experience in retention, CRM, lifecycle, and/or customer marketing, ideally in ecommerce at $200M+ scale
- Experience building and implementing data-driven CRM and retention strategies
- Experience designing automation-driven omnichannel campaigns across email, SMS, direct mail, and on-site experiences
- Proficiency with Looker, Klaviyo, Google Analytics
- Highly analytical; translate data into segmentation, insights, and tests
- Expertise in privacy-related digital marketing issues, cookieless environments, and inbox placement/deliverability trends
- Experience collaborating with ecommerce, performance marketing, product, engineering, and data stakeholders
- Excellent communication and interpersonal skills
- Advanced customer analytics skills
- Experience standing up and scaling loyalty programs
- Familiarity with innovative personalization strategies and implementation
- Passion for cooking, food, and the culinary/chef space
What We Do
Rooted in our 100-year family history in kitchen supply, we set out in 2017 to develop professional quality kitchen tools. We partnered with the best raw material providers and multi-generational, family-owned manufacturers in the U.S., France, and Italy to build superior kitchen products. Three years later, our kitchenware is used in multiple three-Michelin-star restaurants (such as Chicago’s Alinea and NYC’s Le Bernardin), is relied upon in countless other top-rated restaurants and hotel groups across America, receives five-star reviews from both press and customers, and has been honored with countless "best of" awards.
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