CRM Marketing Manager

About the role

This position is designated as a hybrid role based out of our headquarters near Portland, Oregon. The current expectation is for employees to work onsite four days per week, subject to change based on business needs.

HOW YOU’LL MAKE A DIFFERENCE

• Team Leadership & Development
  • Lead, and develop a team across: eCommerce CRM marketing, consumer groups / segmentation, lifecycle automation & journeys, and campaign execution
  • Set clear goals, priorities, and performance expectations aligned to business objectives
  • Provide coaching, feedback, and career development to build a high-performing team
  • Establish team processes, roles, and ways of working to support scale and efficiency
• Retention & Lifecycle Strategy Ownership
  • Define and lead the end-to-end retention marketing strategy across Email and SMS, while establishing a roadmap for expansion into emerging CRM channels (e.g., push notifications, RCS, in-app messaging, and other owned communication platforms)
  • Establish lifecycle frameworks, segmentation strategies, and personalization approaches that create a cohesive, cross-channel customer experience
  • Own the evolution of CRM from channel-specific execution to a holistic, customer-centric engagement ecosystem, ensuring consistency in messaging, timing, and targeting across all touchpoints
  • Identify and proactively assess emerging channels and platform opportunities, developing strategies for integration, testing, and scale where they can drive incremental value
  • Provide oversight and governance for non-traditional or unmanaged CRM touchpoints (e.g., TikTok Shop communications, marketplace-triggered messaging), ensuring alignment with brand standards, customer experience expectations, and broader lifecycle strategy
  • Translate company and eCommerce objectives into integrated retention strategies that span acquisition through re-engagement, across both existing and future channels
  • Influence roadmap decisions and advocate for retention and lifecycle priorities
  • Translate complex data and channel insights into clear, actionable recommendations for stakeholders
  • Ensure alignment between campaign, automation, and broader marketing initiatives
• Operational Excellence & Scalability
  • Build and evolve scalable CRM processes, tools, and workflows
  • Drive marketing automation maturity and lifecycle program sophistication
  • Own vendor and platform relationships for Email and SMS
  • Identify and resolve operational, technical, and organizational challenges impacting performance

YOU ARE

• A strategic and people-focused leader with a passion for CRM, consumer engagement, and building high-performing teams
• Highly organized and able to manage both big-picture strategy and day-to-day execution through others
• Data-driven, with a strong ability to translate insights into action
• A confident communicator who can influence stakeholders and align cross-functional teams
• Focused on continuous improvement, always looking to test, learn, and evolve
• A thought leader in the CRM space with a desire to deliver best-in-class email and SMS marketing programs
• Passionate about strong customer experiences and driving constant improvement in the brand's relationship with customers
• Proactive and self-motivated with a strong sense of ownership and accountability

YOU HAVE

• Bachelor’s degree or equivalent experience
• 8–10+ years of experience in CRM, lifecycle, or retention marketing, preferably in the retail and apparel space
• 2+ years of direct people management experience
• Proven ownership of Email and/or SMS channel strategy and performance
• Strong expertise in segmentation, personalization, and lifecycle marketing
• Experience leading cross-functional initiatives and influencing stakeholders
• Familiarity with enterprise CRM platforms and marketing technologies
• Demonstrated ability to deliver measurable business impact through team leadership