Sr Manager, CRM

Blue Nile is a leading company of certified diamonds, engagement rings and fine jewelry. Our standards are amongst the highest of all jewelers, while we prioritize customer experience and extraordinary value while leading the industry in quality, product, and style.

The CRM Marketing team at Blue Nile is a data-led, creative thinking and results-driven team. The Senior Manager of Lifecycle Marketing –will lead our customer engagement strategy to maximize subscriber lifetime value and deliver excellence to our customers. This role will oversee complex automated and personalized journeys across email and SMS.

This role will partner closely with our Customer Excellence, Product/Engineering, Analytics and Design teams.

Responsibilities

• Develop & execute experimentation plans and testing framework that evolve our automation flows, segmentation, and messaging.
• Leverage customer behavior data and customer interaction touch points to develop personalized lifecycle programs and enhance customer brand affinity and engagement.
• Ideate and build measurement plans and strategies for different lifecycle programs (i.e. email, SMS).
• Maintain positive and collaborative relationships with cross functional teams (i.e. creative, agencies, and front-end developers).
• Partner with agencies and outside vendors on data modelling to drive and optimize segmentation/personalization and develop contact/targeting strategies.
• Create, manage, and implement complex customer segmentation strategies.
• Partner with senior leaders on development and optimizations of KPIs including: CTR, open rate, product adoption, product engagement, retention, and upsell.
• Interpret data, analyze results, develop reports, and create dashboards for key stakeholders.