CRM & Optimization Manager – Bilingual

We are a leading women’s fashion retailer with a strong presence in malls across Canada. As we expand our Digital Marketing and E-Commerce team, we are focused on creating a modern, engaging, and seamless customer experience across all digital touchpoints. Our goal is to reinvent the digital shopping journey, making it both remarkable and best-in-class.

We are seeking talented, driven professionals to join our team—individuals who bring expertise, passion, and a track record of excellence in digital retail. If you’re looking for an opportunity to elevate your career and be part of something transformative, we’d love to hear from you.

Job Summary

We are seeking a data-driven and strategic CRM Manager to lead and optimize customer engagement programs across Email, Ecommerce, and Social channels. This role focuses on segmentation, personalization, and data-driven marketing strategies to increase customer retention, lifetime value, and revenue growth. With expertise in Klaviyo, Ecommerce, and Retail CRM, the ideal candidate will develop and execute high-performing automated campaigns and spearhead segmentation strategies leveraging data to maximize customer interactions. Working closely with the Ecommerce and Marketing teams, they will design, implement, and refine initiatives that drive acquisition, loyalty, and engagement while ensuring all interactions are impactful and relevant.

This is an exciting opportunity for a results-oriented leader to innovate and enhance CRM efforts, leveraging data insights to fuel business growth.

CRM Strategy Development & Implementations:

• Develop and implement a comprehensive, data-driven CRM strategy focused on customer lifecycle management, loyalty, acquisition, and retention.
• Build and optimize CRM programs, automations, and campaigns to enhance customer engagement and achieve business objectives.
• Oversee the management and optimization of platforms, ensuring seamless integration across all digital touchpoints.
• Build strategy to connect the customer journey and interactions on digital and in-store, creating a unified brand experience.

Email & Push Marketing:

• Own the execution and optimization of email and push notification campaigns, segments and journeys to maximize engagement, retention, and conversion rates.
• Build, manage, and continuously optimize automated customer journeys (e.g., welcome series, post-purchase follow-ups, win-back campaigns).

Data and Segmentation:

• Design and implement customer segmentation strategies to deliver highly targeted and personalized communications.
• Leverage customer insights to refine audience segmentation, improving engagement and revenue.
• Ensure compliance with data privacy regulations while maintaining data accuracy and integrity across CRM systems.

Customer growth and digital commerce:

• Collaborate and closely partner with Marketing/ECommerce Team to optimize customer acquisition and retention strategies.
• Identify and implement new personalization and triggered messaging opportunities, including site/app personalization, in-app messaging, and loyalty incentives.
• Partner with Marketing, Ecommerce, and Paid Media teams to optimize customer acquisition and retention strategies.
• Develop and execute highly targeted campaigns (automated workflows, nurture campaigns, and loyalty programs) to drive repeat business and increase customer lifetime value.
• Design strategy to develop and expand SMS program.

Testing and Optimization:

• Establish a CRM testing roadmap, conducting A/B and multivariate tests to improve campaign performance.
• Continuously optimize customer lifecycle flows, messaging, and engagement tactics based on test results and performance data.

Performance Tracking and Reporting:

• Monitor, analyze, and report on CRM performance using key metrics, including customer retention rate, CLV, repeat purchase rate, open rates, CTR, and conversion rates.
• Evaluate program and provide actionable insights and recommendations to improve campaign effectiveness and business outcomes.

Tool Ownership and Vendor Management:

• Oversee CRM platform execution, configuration, and optimization to align with business goals.
• Partner with IT and internal teams to ensure seamless integration of CRM strategies with technical infrastructure.
• Manage vendor relationships, ensuring the business leverages the latest platform features and capabilities.
• Stay informed on industry trends and emerging CRM technologies to drive innovation and enhance performance.

Requirements

• 5+ years of experience in email marketing, lifecycle or CRM marketing, preferably in the fashion retail industry.
• Expert-level knowledge of Klaviyo, including advanced segmentation and automation capabilities. Strong understanding of email deliverability best practices.
• Experience with Shopify and Google Analytics (or other tools).
• Hands-on experience creating and scaling end-to-end omnichannel CRM and loyalty programs (email, push, SMS) across customer lifecycle stages.
• Data-driven with critical thinking skills and the ability to analyze and interpret multiple sources of data into actionable insights for campaign optimizations and ongoing testing plans, ultimately making a significant revenue impact.
• Proven experience managing and analyzing digital marketing campaigns across email, SMS, CRM, and MMS.
• Demonstrated ability to strategize and manage end-to-end CRM campaigns from audience segmentation to creative development, deployment, and measurement.
• Technological acumen, including strong knowledge of HTML/CSS and comfort with data application.
• Knowledge of data privacy regulations and compliance requirements.
• Highly motivated and driven, with the ability to thrive in a fluid environment. Willingness to take on projects and responsibilities outside the specifics of the job description.
• Bachelor’s degree in a related field.