CRM Manager, FSA

About the Role:  

Health E-commerce is seeking a Manager of CRM & Loyalty to join our Growth Marketing team dedicated to our Flexible Spending Account (FSA) business. As the Manager of CRM and Loyalty, you'll craft and implement strategies to enhance the customer lifecycle and drive loyalty initiatives. This involves managing and optimizing personalized triggered programs across various touch points like email, SMS, loyalty programs, partner channels, service, and site. Additionally, you'll spearhead efforts to boost customer retention and ensure exceptional experiences throughout their journey with us. With many Americans underutilizing their FSA benefits, we aim to provide guidance and streamline the bookkeeping process. We offer an extensive range of 100% eligible medical products and services, educational content through our Learning Center, and technology tools and integrations via our Partner platforms. Join our nimble cross-functional FSA team, reporting directly to the Director of CRM and Loyalty.

Specific responsibilities:

• Develop and implement a comprehensive CRM strategy to optimize customer interactions and increase retention, with a focus on both short-term and long-term objectives.
• Oversee the design, implementation, and management of our loyalty program to enhance customer engagement and increase lifetime value.
• Lead the development and execution of targeted marketing campaigns across various channels, including email, SMS, and Push, to drive customer acquisition, retention, and loyalty efforts.
• Manage and optimize personalized triggered programs across email, SMS, and push notification channels to deliver relevant and timely messaging to customers based on their behavior, preferences, and lifecycle stage, while conducting performance analyses for continuous improvement.
• Utilize data analytics to segment customers effectively, identify trends, and personalize marketing campaigns to enhance customer experience and drive revenue.
• Partner with Merchants, IT, TPA, Business Intelligence, and Product/Dev to ensure alignment of CRM and loyalty initiatives and processes with overall business objectives.
• Establish KPIs and metrics to measure the effectiveness of CRM and loyalty programs, providing regular reporting and analysis to key stakeholders, focusing on both immediate actionable insights and long-term trends.
• Stay updated on industry trends, best practices, and emerging technologies in CRM and loyalty marketing to continuously enhance our strategies and initiatives, driving both short-term optimizations and long-term innovation.
• Continuously conduct performance A/B testing across all strategies to refine and optimize effectiveness.

What you’ll need:

• Minimum of 4-6 years of CRM marketing experience within a consumer brand, fashion/apparel, or e-commerce company.
• Experience with executing a comprehensive CRM strategy tailored for e-commerce direct-to-consumer businesses, focusing on optimizing customer interactions and increasing retention.
• Experience with building and managing a successful loyalty program.
• Experience managing day-to-day strategic vision and executions for email and SMS programs for an e-commerce company.
• Ability to strategize and execute short-term wins while simultaneously developing effective long-term customer CRM and retention strategies.
• Strong time management and prioritization skills.
• A proven record of partnering cross-functionally to drive top-line growth.
• Proactively initiate changes to improve work processes and ability to work with ambiguity.
• Excellent presentation, organization, and communication skills.

Compensation:

Compensation: $90,000 - $110,000

Discretionary Annual Bonus Eligibility: Up to 15%