CRM Marketing Manager (Remote Eligible) (Biotech)

This role is eligible to be performed remotely, however, if you reside within 60 miles of Lands' End's office in Dodgeville, WI or New York City, you will be expected to collaborate onsite in a hybrid fashion for up to 12 days per month.

People are the heart of our company, and our doors are open to everyone. As a customer, as an employee - we are committed to creating an inspiring culture that is welcoming, safe, and inclusive for all. Our strength in work and life comes from the combination of our experiences, backgrounds, and talents. It's what we do as people that makes Lands' End a great place to shop and a great place to work. 

The CRM Manager will be responsible for developing and executing data-driven CRM strategies to enhance customer engagement, retention, and lifetime value. You will own the end-to-end management of customer journeys, from creation to optimization, and drive innovation through testing and continuous improvement. This role requires a strategic thinker with hands-on experience in CRM tools and a passion for delivering exceptional customer experiences.

CRM Strategy Development:

• Partner with Director of Retention Marketing to design and implement CRM strategies to drive customer acquisition, engagement, retention, and loyalty.
• Collaborate with cross-functional teams, including marketing, e-commerce, and retail, to align CRM initiatives with broader business goals.

Customer Journey Management:

• Create new, personalized customer journeys across email, SMS, and other channels.
• Collaborate with Direct Mail team on segmentation and journey management for catalog buyers.
• Own and optimize existing customer journeys through continuous analysis and improvements.
• Ensure a seamless omnichannel experience that integrates e-commerce and retail touchpoints.

Testing and Optimization:

• Develop and maintain a robust testing roadmap for CRM initiatives.
• Conduct A/B and multivariate tests to improve campaign performance, engagement rates, and conversion metrics.
• Analyze test results and implement data-driven recommendations to enhance effectiveness.

Performance Tracking and Reporting:

• Monitor key CRM metrics (e.g., open rates, click-through rates, conversion rates, and CLV).
• Generate detailed reports to evaluate campaign performance and identify opportunities for improvement.
• Share insights with stakeholders to guide future strategies.

Data and Segmentation:

• Leverage customer data to create advanced segmentation strategies for targeted and personalized communications.
• Ensure data integrity and compliance with privacy regulations (e.g., GDPR, CCPA).

Tool Ownership:

• Manage CRM platforms and ensure they are configured to meet business needs.
• Develop a close working partnership with the Email Service Provider and in-house teams to lead progress on departmental goals, including HTML template enhancements, mobile optimization, data-driven personalization, and more.
• Stay updated on industry trends and emerging CRM technologies to recommend enhancements.

Partnership with IT/Development:

• Collaborate with IT and Development teams to execute new customer journeys effectively.
• Ensure seamless integration of CRM strategies with technical infrastructure.
• Provide input on system requirements and enhancements to support CRM initiatives.

Skills

• Strong attention to detail and organizational skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and Google Suite.
• Experience with project management tools (e.g., Asana, Trello, or similar) is a plus.
• Ability to multitask and meet deadlines in a fast-paced environment.
• Proficiency in CRM platforms (e.g., Salesforce, Klaviyo, HubSpot) and email marketing tools.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Hands-on experience with A/B testing, multivariate testing, and personalization strategies.
• Excellent project management and communication skills.
• Knowledge of data privacy regulations and compliance requirements.

Education & Experience Requirements

• Bachelor's degree in Marketing, Business, or a related field.
• 3-5+ years of experience in CRM, email marketing, or a related role, preferably in e-commerce or retail.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c) US Consumer (e-Commerce)