CRM Specialist

CRM Specialist

About the role

The CRM Specialist oversees UNTUCKit's email and SMS programs, approving the work executed by the CRM Coordinator, and turns customer data into segments, campaigns and reporting. You will join the Performance Marketing team and work cross-functionally with Merchandising, Creative Marketing and Finance to keep customers engaged, win back lapsing buyers and show how CRM is performing against its goals.

What you'll do

• Oversee email and SMS execution. Review and approve the email and SMS campaigns and automated journeys built and sent by the CRM Coordinator, making sure they are accurate, on brief and in line with the promotional calendar.
• Lead cross-functional segmentation. Design and create audience segments with partner teams for lifecycle, product, promotional and retention needs, and keep segment logic and naming clean and documented.
• Report on all CRM objectives. Track and report on campaign and journey performance, list growth, engagement and attributed revenue, and turn the results into clear insights and next-step recommendations.
• Execute cross-functional CRM initiatives. Run programs such as reactivation campaigns and lapsing buyer activations, coordinating with Merchandising, Creative Marketing, Finance and Retail.
• Support customer service and voice of the customer reporting. Help build and maintain reporting that brings customer service and customer feedback trends into CRM and broader business decisions.