Forever 21 Looking for SENIOR MANAGER, CRM & LOYALTY at Los Angeles , California Full Time

Overview

Forever 21 is a fashion industry leader making the latest trends accessible to all while inspiring unique style and confidence. With a renewed focus on the customer experience, the brand offers high style designs and fashion basics with compelling values and a dynamic store environment. While driving innovation across e-commerce and digital to expand access and convenience, the brand continues to strengthen its positioning as today’s preferred destination for the fashionable consumer. Forever 21 is located in more than 540 locations globally and online, and we’re seeking passionate and creative people to join our Forever family.

The Senior Manager, CRM & Loyalty, Forever 21 will own and deliver the comprehensive CRM and Loyalty strategy for Forever 21 across eCommerce and Specialty Stores. This role will be responsible for activation across the Customer Data Platform, email marketing channel, SMS marketing channel and loyalty programs and will lead the creation and management of data-driven programs designed to foster customer loyalty, increase retention, deliver on sales growth objectives, and increase customer lifetime value. A key focus of this role will be advancing our segmentation and personalization capabilities and building out highly personalized campaigns leveraging advanced CRM software and partnerships.

Responsibilities

• Partner with the Director, Digital Marketing, CRM & Loyalty and the Forever 21 cross-functional team to develop and execute a comprehensive CRM program with a focus on personalization to achieve channel sales targets
• Leverage customer data to assist in creation of marketing strategies to more profitably drive traffic and conversion, grow the customer file and more accurately track performance
• Drive customer segmentation, targeting, and contact strategies designed to drive retention, loyalty, and overall LTV through earned, owned and paid channels
• Develop a roadmap and action plan to scale advanced CRM activation programs with a focus on email, SMS, and push, leveraging best-in-class martech capabilities and partners
• Create a rigorous testing strategy to continually optimize CRM programs including identifying opportunities to A/B test campaigns, with the goal of driving increased repeat purchase behavior and successful onboarding and conversion of new prospects
• Track and deliver initiatives across the digital marketing team – which includes development of strategic marketing plans, requirements documentation, progress tracking, troubleshooting issues, partnering with internal and external teams and seeing projects through go-live
• QA and approve all email, SMS and push campaigns to ensure creative content, links, and copy are all correct
• Oversee all aspects of the campaign development process (e.g. creative review, routing, and deployment)
• Maintain CRM channel performance reporting, and provide insight and communicate actionable insights on opportunities and next steps
• Partner with the Forever 21 retail store team to develop strategies for point-of-sale acquisition and at-retail engagement opportunities

Qualifications

• 7+ years of related experience in CRM, loyalty and email & SMS marketing
• Bachelor’s Degree with strong academic record
• Passionate about eCommerce and digital marketing with an interest in apparel and retail
• Experience working with ESP platforms. Knowledge of Wunderkind, Attentive, Salesforce Marketing Cloud, and Amperity a plus
• Experience with personalization platforms such as Movable Ink
• Strong analytical skills with the ability to interpret extensive data to make actionable recommendations to the business
• Proficient in Excel and data visualization tools (Tableau, Domo, BI Tools, etc.). Knowledge of web tools including pixels, Google Tag Manager, Google Analytics, etc.
• Strong project management skills, highly organized and demonstrated ability to execute projects on or under budget and on time or early
• Must be able to operate both strategically and tactically in a high-energy, fast-paced environment
• Experience working with partners at multiple levels within an organization (operations, marketing, finance, creative, etc.)
• Familiarity with CCPA, GDPR (General Data Protection Regulation)
• Highly collaborative and the ability to work as part of a team
• Strong communication skills, both written and verbal