Manager, CRM & Loyalty - WSS

About the role

This hybrid position will be located at our WSS office. Expectations for hybrid in-office schedule is three days a week, Tuesday, Wednesday, and Thursday.

Responsibilities

• Build & Scale CRM Infrastructure
• Develop and evolve WSS’s CRM & Loyalty lifecycle marketing strategy from the ground up
• Define and verify data flows across ESP, CDP, SMS platforms, and analytics tools
• Partner with marketing and IT/data teams to ensure clean, reliable, and actionable customer data
• CRM & Loyalty Strategy & Lifecycle Execution
• Oversee end-to-end lifecycle strategy across all customer touchpoints, including in-store (POS), online (My Account), email, SMS, push channels, and advertising syndication
• Design and launch automated journeys (acquisition, onboarding, retention, win-back)
• Drive personalization using behavioral, transactional, and engagement data
• Segmentation & Customer Intelligence
• Build scalable segmentation frameworks tied to lifecycle stage, purchase behavior, customer value, demographic, DMA, etc.
• Identify high-impact audience opportunities to improve retention and LTV
• Translate insights into targeted campaigns and cross-channel strategies
• Reporting & Omnichannel Analytics
• Own CRM & Loyalty performance reporting, connecting engagement metrics to revenue outcomes
• Develop dashboards for cohort analysis, retention trends, and repeat purchase behavior
• Contribute to a unified view of the customer across retail, eCommerce, and paid channels
• Cross-Functional Leadership
• Partner with store operations, training, retail marketing, digital/ecommerce, merchandising, and paid media teams
• Align CRM & Loyalty strategy with promotional calendars and business objectives

Qualifications

• 4-5 years of experience in CRM, loyalty, lifecycle marketing, or marketing technology within retail or eCommerce
• Proven experience building or significantly restructuring CRM programs from the ground up
• Strong familiarity with data infrastructure, including Snowflake or similar warehouse solutions and/or Power BI
• Experience activating and integrating customer data across CDPs/DMPs and identity platforms such as LiveRamp
• Exposure to personalization and testing tools such as Nosto
• Deep understanding of segmentation strategy, lifecycle design, and CRM performance measurement
• Experience in high-volume retail environments (footwear, apparel, or similar) strongly preferred