Marketing Manager, Lifecycle Marketing

Responsibilities

• Execute multi-channel lifecycle campaigns across email, CRM, and SMS under the direction of the Lifecycle Director.
• Build, monitor, and optimize CRM workflows to drive engagement, retention, and cross-sell opportunities.
• Own day-to-day CRM and lifecycle campaign execution across all three markets, ensuring workflows, QA, and messaging remain consistent and aligned with local needs.
• Execute segmentation and personalization strategies to maximize impact and relevancy for both new and returning customers.
• Analyze and report on CRM and email performance (open rates, retention metrics, cross-sell performance, LTV insights).
• Maintain organized processes and documentation for lifecycle programs and campaign calendars.
• Support the planning and execution of in-venue marketing initiatives including signage, print collateral, class/camp enrollment messaging, and promotional campaigns.
• Partner with GMs and Operations teams to ensure in-venue touchpoints reinforce lifecycle goals and customer experience.
• Aid in on-site activations and customer-facing events, including setup, content capture, and measurement.
• Support retention- and reactivation-focused paid media efforts in partnership with Acquisition.
• Partner with Brand Marketing and Creative to apply Chelsea Piers’ program value propositions across lifecycle touchpoints.
• Manage smaller-scale content needs (photo/video requests, UGC/Influencer pulls, athlete stories) and support larger shoots when relevant.
• Support Ambassador and Influencer programs, ensuring content aligns with lifecycle goals.
• Brief Creative teams on required lifecycle assets, ensuring maps to communication goals, funnels, and customer needs.
• Track and report on performance of lifecycle campaigns, CRM workflows, email KPIs, and customer behavior.
• Identify insights and optimizations to share with the Director and cross-functional partners.
• Maintain lifecycle dashboards, reporting frameworks, and post-campaign recaps.
• Cross-Functional Collaboration:
  • Work closely with Brand and Acquisition Marketing to ensure lifecycle messaging aligns with larger campaigns and seasonal marketing moments.
  • Collaborate with Product and Digital teams to support CRM management, automate customer flows, and enhance digital touchpoints (sign-up journeys, confirmation flows, app integration).
  • Serve as a key point of coordination across NY, BK, and CT—partnering with GMs and Operations teams to ensure lifecycle communications and in-venue touchpoints meet market-level needs.
  • Aid in managing feedback loops from surveys, coaches, and operations teams to surface customer insights.

Qualifications

• 4–6 years of experience in CRM/email marketing, lifecycle marketing, and/or customer engagement.
• Experience with CRM platforms (Zoho, Salesforce, HubSpot, or similar) and marketing automation platforms.
• Strong understanding of email best practices: segmentation, personalization, deliverability, A/B testing.
• Proficient in campaign analytics with the ability to interpret KPIs and recommend optimizations.
• Excellent organizational skills and ability to manage multiple initiatives simultaneously.
• Strong communicator who can work effectively with creative, brand, operations, and digital teams.
• Experience in sports, fitness, hospitality, or community-driven organizations as a plus.