The Manager, CRM Lifecycle Marketing will lead the efforts to conceptualize, develop implement, and analyze the lifecycle and behavioral trigger-based channel marketing programs. The Manager will work closely with internal and external partners to launch forward-thinking CRM programs that drive incremental sales and customer engagement. Ultimately, the Manager role will ensure that all Email and SMS marketing initiatives are planned out, aligned with the long-term corporate strategy, executed on time, and in accordance with short term business needs and established KPIs.

The 4 primary areas of responsibility:

• Plan out and constantly optimize CRM marketing strategy for engaging with the different customer segments through email and SMS.
• Support in optimizing the customer lifecycle journey’s automated touchpoints
• Prepare and run monthly business review of CRM results with creative and business groups
• Monitor the competitive email (marketing) landscape and formulate channel best practices

Responsibilities

• Work with the Director of CRM and Retention to develop program calendars and project schedules.
• Owns the entire end to end process for all Lifecycle, Behavioral/Trigger, and SMS marketing programs
• Conceptualize new programs and optimize existing programs
• Develop test plans and determine Key Performance Indicators for analyzing and achieving optimal performance and continued channel growth.
• Drive channel efficiency and ensure sustainable growth by migrating from ad-hoc to automated processes, where applicable.
• Partner with key stakeholder and lead necessary CRM efforts for Transactional Messaging and co-marketing programs
• Manage relationship with agencies as the point of contact for lifecycle email and SMS
• Collaborate with external partners on best practice for use of application.
• Submit all requests including testing applications to ensure proper set up.
• Provide ad-hoc support to Loyalty Team and CRM Marketing Manager.
• Serve as the main point of contact on cross-functional team for the company replenishment/subscription services
• Provide ongoing reporting, analysis and recommendations on email programs and support the broader CRM team with analytical support
• Support loyalty team with loyalty certificate issuances and reminders
• Deploy emails and monitor any deliverability issues, escalating to ESP deliverability team when necessary.

Other Functions:

• Assist with various regarding data integrity and data requests from various departments within the organization
• Performs other duties as required.
• Support CRM & Loyalty teams in other areas, as needed

Qualifications

Education/Certification:

• Bachelor’s Degree in marketing, ecommerce or direct marketing or CRM

Required Knowledge:

• Knowledge of databases and data structures to manage campaigns.
• Understanding of retention and how to measure and manage programs.
• Knowledge of statistical analysis.
• Ability to test programs and make decisions based upon data derived from tests.
• Microsoft Office Suite. SQL a plus but not required.
• Hands-on experience with Responsys and/or enterprise level MarTech platforms.
• Working knowledge of personalization tools (e.g. Movable Ink), and Remarketing platform (e.g. SmarterHQ) is valuable.

Experience Required:

• 3-5 years direct response marketing experience, either at agency or client side.

Skill and Ability:

• Ability to multi-task and utilize resources to execute tasks within a deadline-oriented environment.
• Understanding of statistics and basic analytics.
• Excellent communication and organizational skills.
• Commitment to continuous process improvement, initiatives, and ability to solve problems creatively.
• Highly motivated and high level of initiative; inspires confidence to work independently and in support of department goals and business objectives.
• Ability to build relationships and work cross functionally.

Equal Opportunity Policy

The Vitamin Shoppe is an equal opportunity employer. We respect diversity and accordingly are an equal opportunity employer that does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex, gender, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, separation, recruitment, pay and other forms of compensation, access to facilities and programs, training and general treatment during employment.

We firmly believe that every Health Enthusiast has the right to be treated with dignity and respect. Our goal is to maintain a satisfied and productive team of Health Enthusiasts. The keys to reaching that goal are effective leadership, equal application of fair human resources policies, competitive wages and benefits, and close attention to all health enthusiast matters. The Vitamin Shoppe is committed to the principle of fair and impartial treatment of our Health Enthusiasts.

Health Enthusiasts with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of their Human Resources representative. We will not allow any form of retaliation against Health Enthusiasts who raise issues of perceived discrimination in good faith. To ensure our workplace is free of artificial barriers, violation of this policy may result in disciplinary action, up to and including discharge.