Manager, CRM & Retention

Job Description

Hello. We're Stadium Goods. We are the world's premier sneaker and streetwear marketplace selling only the most sought-after footwear, apparel, and other hard-to-find items on behalf of our sellers. We are driven by our principles and committed to providing the best consumer and consignment experience there is. In January 2019, Stadium Goods became part of the Farfetch family of companies, which will help guide our evolution as we usher in the next chapter of growth.The Ecommerce & Digital Marketing TeamThe Ecommerce & Digital Marketing Team guides the daily performance of our business, from ensuring products are listed and promotions are set up, to optimizing site experience, to conceiving new campaigns and marketing channels to usher in new growth.THE ROLEThis role will be responsible for the day-to-day management of CRM initiatives. Reporting directly to our Director of Digital Marketing, you will serve as a CRM business leader utilizing analytics to drive customer-centric action plans working cross-functionally with the analytics team. You will manage external tools & agencies across email marketing, CDP, loyalty, referral, SMS, and push.

WHAT YOU'LL DO

• You will manage the execution & optimization of DTC marketing communications (email, SMS, push) helping to develop segmentation, personalization, and a/b testing strategies;
• You will be responsible for the implementation and success of the push notification (live) & SMS marketing program (soon to be launched);
• You will manage personalized trigger communications in an effort to better engage and convert customers through email, push notifications, and SMS;
• You will develop CRM strategy across recently launched business units (Consigner App, Stadium Source, Stadium Apparel) and develop regionally specific communication internationally as needed;
• You will manage the loyalty program, strategizing new ways to engage with the Stadium Goods database to drive repeat business and build LTV;
• You will develop and implement programs for customer onboarding, lifestyle management, and lapsed customer initiatives growing repeat purchase rates and customer loyalty;
• You will ensure valuable customer data is ingested across marketing platforms working with agencies to improve predictive modeling filters to help drive conversion;
• You will lead the implementation of CDP ensuring high-priority customer data is able to be leveraged across StadiumGoods.com & the Stadium Goods App;
• You will be accountable for defining, tracking, and measuring critical KPIs across CRM channels, as well as assembling a framework for overall customer retention goals;
• You will be responsible for overall database health, email deliverability, and data hygiene;
• You will proactively search out new martech and industry-relevant tools. Continue to innovate and improve the Stadium Goods customer experience and overall retention metrics;
• You will be supervising the CRM associate (open role) who will be responsible for the briefing, execution, and deployment of email, SMS, and push notification channels.

WHO YOU ARE

• You have 5+ years of experience
• You have implemented and/or managed Loyalty Programs
• You have experience managing an email, SMS, and push notification program, with the ability to leverage specific audience segments and personalize content to appropriate cohorts of customers
• You have the ability to foster a test and learn the environment and extract the learnings to drive incremental revenue for email, SMS, and push notification
• You have experience in utilizing a CDP to extract consumer insights, with the ability to leverage the data to create actionable marketing initiatives
• You have experience managing a loyalty program to enhance customer retention metrics
• You are an excellent communicator with the ability to work cross-functionally across a variety of departments

NYC WAGE TRANSPARENCY LAW

• The pay range for this position at the commencement of employment is expected to be between $85,000 and $115,000/year; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.
• If hired, the employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

REWARDS & BENEFITS

• Comprehensive total rewards package that includes a great compensation package, company equity, health benefits, and 401k
• Paid time off
• Dynamic career growth opportunities
• A fun, creative, and mission-driven work environment
• Team outings and after work events

EQUAL OPPORTUNITIES STATEMENT

• Stadium Goods is committed to being an inclusive workplace where diversity in all its forms is celebrated. We make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law, physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other classification protected by applicable federal, state or local laws or ordinances. If you require special accommodation, please let us know.

We're looking for a Loyalty Program & CRM Marketing Manager to join our Stadium Goods Marketing team!