Job title: Lifecycle Marketing & CRM Specialist
Type of employment: Full time
Shift Schedule: 8AM-4PM PST (atleast 4 hours overlap)
We are looking for a hands-on lifecycle marketing and CRM role responsible for supporting customer retention and engagement across email and SMS. This role will execute campaigns, build and maintain automated customer journeys, manage customer segments, conduct campaign QA, support testing and optimization, and analyze performance. The ideal candidate is detail-oriented, analytical, organized, and experienced with platforms such as Klaviyo and Shopify, with a strong understanding of ecommerce customer lifecycle marketing.
About the Company:
The client is a women's fashion and ecommerce brand built on the belief that luxury should be attainable and that real confidence should look good on every woman. Founded by sisters Christina and Teresa Jaide, the brand designs pieces in-house with attention to fit, fabric, and detail, and has grown into a globally recognized label with an Inc. 5000 ranking, a presence in Nordstrom, and a large online community.
Objective of this role:
- Execute effective email and SMS campaigns that support customer engagement and retention.
- Build and maintain automated lifecycle journeys across the customer experience.
- Develop accurate customer segments and personalized communications based on customer behavior and purchase history.
- Support initiatives designed to increase repeat purchase rate, average order value, customer lifetime value, and customer engagement.
- Monitor campaign and flow performance and identify opportunities for improvement.
- Maintain high standards for campaign QA, accuracy, deliverability, and customer experience.
- Support testing and optimization initiatives to improve lifecycle marketing performance.
Responsibilities:
Email & SMS Campaign Management
Build, schedule, and deploy email and SMS campaigns based on approved campaign briefs and marketing calendars.
Support campaigns for product launches, promotions, seasonal initiatives, new arrivals, and other brand moments.
Coordinate with Creative and Marketing teams to ensure campaign assets, copy, links, offers, and product information are properly implemented.
Manage campaigns through setup, audience selection, QA, scheduling, deployment, and reporting.
Ensure campaigns are delivered accurately and on schedule.
Maintain organized campaign calendars, workflows, and documentation.
Lifecycle & Automation
- Build, maintain, and optimize automated email and SMS journeys.
- Support key lifecycle flows, including Welcome, Browse Abandonment, Cart Abandonment, Post-Purchase, Replenishment, Cross-Sell, Win-Back, Reactivation, and Loyalty.
- Monitor flow performance and flag opportunities for optimization.
- Update messaging, timing, segmentation, and flow logic based on approved strategies and performance insights.
- Ensure customers receive relevant communications based on their lifecycle stage and behavior.
Segmentation & Personalization
- Build and maintain customer segments using Shopify and CRM data.
- Segment customers based on purchase history, engagement, lifecycle stage, customer value, and behavioral signals.
- Support personalized communications for new, repeat, high-value, at-risk, lapsed, and highly engaged customers.
- Implement personalization within email and SMS campaigns and automated flows.
- Support cross-sell, upsell, and product recommendation initiatives.
Testing & Optimization
- Support A/B testing across email, SMS, and automated flows.
- Test subject lines, messaging, creative, offers, send times, audience segments, cadence, and flow logic.
- Follow established testing plans and document results and learnings.
- Monitor campaign performance and recommend opportunities for improvement.
- Apply approved insights and learnings to future campaigns and customer journeys.
Reporting & Analytics
- Monitor email and SMS campaign and flow performance.
- Track key metrics such as revenue, conversion rate, engagement, click-through rate, unsubscribe rate, and flow performance.
- Prepare campaign and lifecycle performance reports.
- Identify trends, issues, and opportunities within campaign data.
- Provide clear performance observations and recommendations to the CRM/Lifecycle Marketing Manager or Marketing Director.
Quality Assurance & Deliverability
- Conduct detailed QA before campaigns and flows are launched.
- Verify links, segmentation, personalization, dynamic content, promotional details, product information, creative assets, mobile formatting, and flow logic.
- Test the customer journey from email or SMS through landing pages, product pages, and checkout.
- Identify and resolve campaign errors before deployment.
- Support list hygiene, suppression management, consent requirements, and email/SMS deliverability best practices.
Cross-Functional Collaboration
- Collaborate with Marketing, Creative, Ecommerce, Merchandising, Customer Experience, and Site teams.
- Coordinate campaign requirements, creative assets, product information, links, promotional details, and launch timelines.
- Communicate campaign status, QA findings, performance results, and potential issues to relevant stakeholders.
- Support the CRM/Lifecycle Marketing Manager or Marketing Director with retention initiatives and special projects.
- Manage assigned campaigns and projects independently while escalating issues and blockers when necessary.
Required skills and qualifications:
- 2–4+ years of experience in lifecycle marketing, CRM, email marketing, retention marketing, ecommerce marketing, or a related field.
- Experience working with a DTC, ecommerce, fashion, apparel, beauty, lifestyle, or consumer brand.
- Hands-on experience with Klaviyo or another customer engagement/CRM platform such as Iterable or Bloomreach.
- Experience building and managing email campaigns and automated lifecycle flows.
- Experience with SMS marketing and customer lifecycle communications.
- Strong understanding of customer segmentation, personalization, and marketing automation.
- Experience working with Shopify and customer/purchase data.
- Experience with A/B testing and campaign optimization.
- Strong attention to detail and experience conducting campaign QA.
- Basic to intermediate understanding of email and SMS performance metrics.
- Strong organizational and project management skills.
- Ability to manage multiple campaigns, deadlines, and priorities in a fast-paced environment.
- Strong written and verbal communication skills.
- Proactive, reliable, and able to work independently while collaborating effectively with cross-functional teams.
- Strong understanding of customer experience and brand consistency.
Preferred skills and qualifications
- Advanced hands-on experience with Klaviyo.
- Experience in fashion, apparel, beauty, lifestyle, or another high-growth consumer brand.
- Experience with Postscript, Attentive, Yotpo, Okendo, or similar platforms.
- Experience supporting loyalty or rewards programs.
- Basic HTML/CSS knowledge for email troubleshooting.
- Familiarity with email deliverability, sender reputation, and list health.
- Experience with customer analytics, reporting, or data visualization tools.
- Experience with product recommendations, customer propensity, churn, or predictive lifecycle marketing.
- Experience managing large customer databases and complex segmentation.