COMPANY OVERVIEW
Tommy John is a comfort-focused lifestyle brand committed to solving the problem people have with their clothing. Most well-known for reimagining the fabric, fit and function of underwear, intimates, and loungewear, Tommy John has spent the past decade making the online and in-store shopping experience more comfortable. We are constantly on a mission to add smart, innovative, and fun-loving team members, and are looking for a CRM Manager to come join our New York based headquarters.
POSITION OVERVIEW
We are seeking someone with an analytical marketing mind to drive multi-channel retention efforts. This individual will report to the Senior Director of Performance Marketing and be responsible for helping to deliver a best-in-class customer experience, driving sales, increasing customer engagement, optimizing the CRM program for maximum performance, leveraging iterative testing and data analysis. This is a great opportunity for someone with a strong background in email marketing and SMS.
PRIMARY RESPONSIBILITIES
- Own daily operations of the CRM program, including but not limited to developing CRM marketing calendar, deployment and QA of all Email/SMS campaigns, and analysis and optimization of key business metrics within retention channels
- Oversee and report on key retention KPIs including: program revenue, repeat rate, repeat revenue, conversion, click-through-rate and revenue per send.
- Continuously optimize segmentation strategy to elevate the customer experience, and maintain optimal engagement
- Develop VIP messaging strategy to build and maintain brand loyalty, working cross-functionally with CX and Creative Teams
- Responsible for compilation and delivery of all promotional briefs, working with marketing and creative teams to ensure timely and thorough delivery of all requests.
- Compile, analyze and deliver weekly, monthly, quarterly, and yearly reports and insights to identify optimizations within the current CRM program
- Optimize sign-up units to maximize capture rate and customer acquisition
- Manage overall list health, engagement, and deliverability
- Assist in the development, execution, and evaluation of A/B testing across channels to develop best practices playbook
QUALIFICATIONS, SKILLS, & EXPERIENCE
- Bachelor’s Degree in Marketing/Communications or related field
- 4-6 years’ experience in CRM marketing (Email + SMS)
- Experience implementing and managing email and SMS campaigns driven by personalization, behavioral data, and customer segmentation
- Experience manager loyalty programs preferred
- Experience working with Klaviyo and Attentive as well as third-party analytics tools, with a thorough understanding of CRM analytics and deliverability metrics.
- Strong attention to detail, self-motivation and ability to work collaboratively
- Exceptionally strong written, verbal and interpersonal communication
- Proven ability to multitask in a fast-paced environment
- Ability to be on-site in our HQ Office in Lower Manhattan 3 days per week
- Demonstrated alignment with TJ core values: Humble, Adaptable, Mindful, GSD 2.0, & Curious
Salary Range: $130,000 - $140,000
#LI-DNI
Skills Required
- Bachelor's degree in Marketing, Communications, or a related field
- 4-6 years of experience in CRM marketing, including email and SMS
- Experience implementing and managing personalized, behaviorally driven, segmented email and SMS campaigns
- Experience managing loyalty programs
- Experience with Klaviyo and Attentive
- Experience with third-party analytics tools and understanding of CRM analytics and deliverability metrics
- Strong attention to detail, self-motivation, and collaborative working ability
- Strong written, verbal, and interpersonal communication skills
- Ability to multitask in a fast-paced environment
- Ability to work onsite at the Lower Manhattan headquarters three days per week
- Alignment with Tommy John core values
What We Do
Tommy John is a comfort-focused lifestyle brand committed to addressing the real problems men and women have with their clothing. Each product contains proprietary fabrics, innovative fit and functionality that eliminate unnecessary adjustments, discomfort, untucking and bunching. Tommy John launched in 2008 with the world's first patented undershirt with a stay-tucked guarantee, and has since expanded into underwear, socks, casual wear and activewear. Tommy John products can currently be found at over 1000 retail locations including Nordstrom, Dillard's, Bloomingdale's, Men’s Wearhouse, and five Tommy John stores in the South Park Mall, Charlotte, Fashion Square in Scottsdale, Houston Galleria in Houston, The Mall at Green Hills in Nashville, and at Southlake Town Square in Dallas, and online at www.tommyjohn.com. We have been featured in the New York Times, Wall Street Journal, Esquire, GQ, Golf Digest, CBS This Morning, The Tonight Show with Jimmy Fallon, Fortune, Bloomberg, Fast Company and CNBC to name a few. We were on Business Insider’s list of “Top 51 Companies That Are Changing The Way We Shop“ and comments like “Tommy John has changed my life” confirm the belief that we are onto something revolutionary.
