CRM Manager

Summary

Catbird is filling an exciting role for a CRM Manager, reporting to the VP of Marketing \& Communications. In this role, you will partner closely with our marketing, product, and leadership team to develop retention strategies, increase customer loyalty and lifetime value, and mitigate churn across our e\-commerce and store customer cohorts. Our ideal candidate is data driven with a deep understanding of the full customer lifecycle and its drivers. **Key Responsibilities** * Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights to build out the following: * Streamlined customer dashboards for ongoing and ad hoc analysis * Summary of key insights and actions to wider team * Automated reporting in Catbird’s BI platform, Looker * Define additional metrics and tracking to measure Catbird’s retention health and brand heat. * Identify shifts within our customer behavior and relevant actions to drive growth * Work closely with marketing to provide data driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on site * Provide data driven framework for Catbird’s pilot loyalty program and clienteling services across e\-commerce and store. * Work closely with the marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase and spend trends. * Partner with the marketing and retail teams to create monthly and weekly customer engagement reporting, and measurable KPIs. * Work with marketing on A/B testing processes for creative, messaging, send frequency, and timing to constantly improve performance **Our Ideal Candidate** * 3\-5 years experience in corporate strategy, consulting, or CRM experience * Strong data analytics and qualitative skills, SQL is a strong plus! * Deep experience in analytics platforms * Looker proficiency a must: dashboard modeling and design: Looks, views, and joins as well as data validation * Experience with customer research methods – including coding and deploying surveys, and social listening * Ability to translate insights into actionable strategies * A strong communicator who enjoys collaborating with small, cross functional teams * A passion for the Catbird brand and sustainability mission is a strong plus! **About Catbird** In over 21 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in\-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict\-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold. The key to our success is remaining true to our values: * We believe in being an anti\-racist organization and actively championing diversity, inclusion, and equity * We believe in making and selling things people will want to keep forever and will bring continuous joy * We believe in doing everything we can ourselves * We believe in always thinking of the long game and not focusing on a quick profit * We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow * We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty Plus bonus