CRM & Loyalty Marketing Manager

Position Summary
The CRM & Loyalty Analyst helps drive customer retention, engagement, and lifetime value across Email, SMS, and the Palmetto Perks loyalty program. This role sits at the intersection of customer data, loyalty, and marketing execution and is responsible for customer segmentation, loyalty program management, lifecycle execution, reporting, and CRM optimization. The position partners closely with the Email Marketing Manager, Brand Manager, and Senior E-commerce Manager to create relevant, connected customer experiences across stores and e-commerce.

Key Responsibilities

CRM & Customer Segmentation

• Build and manage customer audiences across Email, SMS, and Loyalty based on purchase behavior, engagement, lifecycle stage, loyalty activity, customer value, product affinity, and store/location.

• Develop key lifecycle segments including New, Active, At Risk, Lapsed, Reactivated, VIP, and Loyalty Members.

• Identify opportunities to improve personalization, retention, repeat purchase, and customer lifetime value.

• Provide audience and targeting recommendations for Email and SMS campaigns.

Palmetto Perks Loyalty

• Manage the day-to-day execution and optimization of the Palmetto Perks loyalty program.

• Monitor enrollment, member engagement, points activity, reward redemption, and loyalty-driven revenue.

• Execute loyalty initiatives including bonus-point events, birthday rewards, member offers, and reward reminders.

• Analyze loyalty member behavior and identify opportunities to increase engagement and retention.

• QA the loyalty experience across Palmetto Moon stores and e-commerce.

Email, SMS & Lifecycle Execution

• Partner with the Email Marketing Manager on Email campaign execution, segmentation, QA, and reporting.

• Partner with the Senior E-commerce Manager and Brand Manager on SMS campaign execution, segmentation, QA, and reporting.

• Build and optimize automated customer journeys across Email and SMS, including Welcome, Birthday, Post-Purchase, Loyalty, At-Risk, Winback, and VIP programs.

• Manage audience logic, triggers, timing, segmentation, testing, and performance monitoring for lifecycle programs.

Reporting & Optimization

• Own recurring CRM and loyalty reporting and dashboards.

• Analyze retention, repeat purchase, customer lifetime value, loyalty performance, Email/SMS engagement, and customer lifecycle trends.

• Develop and execute testing around segmentation, targeting, personalization, timing, and lifecycle strategy.

• Turn customer data into clear, actionable recommendations for the E-commerce and Marketing teams.

• Help ensure customer data is accurate and flowing correctly across Palmetto Moon's e-commerce, POS, Loyalty, Email, and SMS platforms.