Marketing Coordinator - CRM & Loyalty

About Us

Terrabis is a leading privately held cannabis company with a bold growth strategy. Operating in both wholesale and retail, we're at the forefront of the industry, setting new standards, and pushing boundaries. Join us in shaping the future of cannabis.

Position Summary

The Marketing Coordinator, CRM & Loyalty will be the day-to-day driver of customer retention at Terrabis. This role builds and sends SMS and email campaigns, creates and maintains audiences, keeps CRM data accurate, and troubleshoots platform issues. It also serves as the direct point of contact for loyalty program members by phone and mail. This role reports to and works closely with the Marketing Manager, Growth & Communications, with one goal: keeping Terrabis customers engaged, rewarded, and coming back.

Responsibilities

CRM Campaign Execution

• Build, schedule, and send SMS and email campaigns in Alpine IQ (AIQ) or other CRM tools, from brief through final QA.
• Execute retention, winback, and loyalty campaigns, offers, and automations based on strategic briefs and the marketing calendar.
• QA every send for accuracy, links, segmentation, compliance, and brand standards before launch.
• Support A/B testing of subject lines, creative, offers, and send timing.

Audience & Data Management

• Create and maintain audiences and segments based on purchase behavior, visit frequency, preferences, and loyalty tier.
• Perform CRM data entry and maintenance, including customer profile updates, loyalty point adjustments, opt-in and opt-out records, and list hygiene.
• Track retention and campaign KPIs (e.g., open rates, CTRs, redemption rates, repeat visits, reactivations) and compile regular performance reports.

CRM Troubleshooting & Platform Support

• Monitor campaign delivery and troubleshoot send failures, data sync errors, and audience or automation issues.
• Serve as the first point of contact for store teams on CRM and loyalty questions, escalating complex issues to the Marketing Manager, Growth & Communications, or vendor support.
• Maintain up-to-date documentation of loyalty rules, tiers, processes, and customer-facing communications.
• Stay up to date on AIQ feature releases and CRM best practices to maximize platform value.

Loyalty Program Customer Service

• Handle inbound and outbound phone calls with loyalty members, resolving questions about points, rewards, tiers, account access, and communication preferences.
• Respond to escalated loyalty questions from customers and store teams by phone and email.
• Write, print, and mail customer letters, sending from home or through USPS, UPS, or FedEx using a company expense account. Terrabis covers all postage and shipping costs.
• Keep a log of customer contacts and outcomes to surface recurring issues and retention opportunities.
• Ensure all customer-facing communications comply with state cannabis regulations, SMS and email consent rules, and Terrabis brand guidelines.

Collaboration & Vendor Liaison

• Partner closely with the Marketing Manager, Growth & Communications, on campaign priorities, customer journeys, and program changes.
• Collaborate with retail activators and store teams to support in-store loyalty signups and drives.
• Maintain CRM vendor contacts and ensure timely follow-up on support tickets, fixes, and deliverables.

Administrative & Ad Hoc Support

• Draft presentation decks, slide updates, and one-pagers for manager reviews.
• Organize team meetings, take notes, and track action items to completion.
• Other duties as assigned.

Qualifications

Education & Experience

• Bachelor's degree (Marketing, Communications, Business, or related field) or equivalent experience.
• 1-3 years of hands-on CRM experience building and sending email and/or SMS campaigns.
• Customer service experience, ideally including phone support.
• Cannabis retail or dispensary experience a plus.

Technical Skills

• Alpine IQ (AIQ) experience strongly preferred; experience with a similar CRM or email/SMS platform considered.
• Experience building audiences and segments from customer and purchase data.
• Familiarity with Dutchie or other POS/ecommerce platforms a plus.
• Comfortable with Excel or Google Sheets for data entry, cleanup, and reporting.
• Comfortable with Microsoft Teams.
• Familiar with Claude or ChatGPT AI platforms.
• Project management tool experience a plus (Asana or similar).

Soft Skills

• Highly organized with strong attention to detail, especially data accuracy.
• Excellent written and verbal communication skills, with a professional phone presence and the ability to write clear, friendly customer letters.
• Customer-first mindset with patience and sound judgment when resolving member issues.
• Proactive problem-solver who troubleshoots independently and escalates issues appropriately.
• Self-motivated and dependable in a remote work environment.
• Collaborative mindset, comfortable working across teams and vendors.

Terrabis is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.