Summary
The Senior Manager, Lifecycle & Customer Marketing advances a connected, customer-led CRM approach across email, SMS, and app push. This role builds relevant lifecycle experiences across e-commerce, full-price retail, and outlet businesses to strengthen engagement, retention, and customer lifetime value. The Senior Manager leads integrated planning, campaign execution, performance optimization, and a team of three direct reports.
Responsibilities
- Manage integrated email, SMS, and app push calendars, campaign briefing, execution, quality assurance, and deployment.
- Build and optimize automated lifecycle journeys, expand SMS audiences, and improve segmentation and personalization using first-party data.
- Use customer insights, performance history, product priorities, and market trends to guide audience, content, cadence, and channel recommendations.
- Own CRM reporting, forecasting, and test-and-learn plans, sharing actionable insights and growth opportunities with partners and leadership.
- Collaborate with creative, e-commerce, retail marketing, merchandising, buying, planning, analytics, agencies, and technology providers.
- Manage and develop three direct reports and identify opportunities to apply AI to CRM workflows.
Requirements
- At least 7 years of CRM or lifecycle marketing experience, ideally in direct-to-consumer, fashion, luxury, or retail.
- Deep email and SMS expertise, including campaign, triggered-program, and automated-journey ownership; experience with app push or mobile messaging.
- Strong analytical and commercial skills, including experience with first-party data, segmentation, personalization, forecasting, testing, and performance optimization.
- Ability to balance performance rigor with brand standards and communicate clear recommendations to senior leaders and cross-functional partners.
- Experience managing agencies and external partners, with a proactive, quality-focused approach and interest in using AI or emerging tools.
