CRM Manager
We're hiring a Freelance/Contract CRM Manager who's equal parts strategist and doer to lead lifecycle marketing across a roster of high-growth e-commerce brands.
You'll own CRM end-to-end for several clients at once: shaping quarterly plans, architecting lifecycle flows, launching and testing campaigns, and converting data into growth decisions. Sitting at the intersection of strategy and execution, you'll partner closely with creative, performance, and account teams to grow customer lifetime value, boost retention, and drive revenue.
This role suits someone energized by a fast-moving, multi-brand agency setting who enjoys moving fluidly between high-level thinking and rolling up their sleeves. If turning customer data into experiences that actually convert gets you excited, keep reading.
What You'll Own:
Strategy & Roadmapping
- Shape CRM strategy per client, tied directly to their growth, retention, and revenue targets
- Own quarterly roadmaps spanning campaigns, flows/automations, and testing initiatives
- Spot opportunities to lift LTV and repeat purchase rate, and cut churn, through lifecycle messaging
Lifecycle Program Design
- Build and manage full lifecycle journeys — welcome series, cart/browse abandonment, post-purchase, replenishment, win-back, VIP, and more
- Map the customer journey across email, SMS, and other owned channels with consistent brand voice
- Write briefs for creative/copy partners with clear goals, target audiences, and success metrics
Segmentation & Personalization
- Build segments from behavioral, transactional, and demographic signals (RFM, AOV, category affinity, etc.)
- Roll out personalized and dynamic content tailored to customer profile and lifecycle stage
- Iterate on segmentation to keep pushing engagement and conversion up
Campaign Execution
- Own campaigns from brief through build, QA, launch, and post-send analysis — both always-on and promotional
- Manage multi-brand sending calendars, avoiding channel conflicts and optimizing cadence
- Coordinate closely with creative, performance, and account teams on integrated delivery
Testing & Data-Driven Optimization
- Run A/B and multivariate tests across subject lines, content, offers, timing, and journey structure
- Track core KPIs — open rate, CTR, CVR, revenue per send, unsubscribe rate, LTV, retention
- Turn findings into clear, actionable recommendations for clients and internal teams
Tooling & Data Integrity
- Build segments, journeys, and reporting inside ESPs/CDPs (Klaviyo, Braze, Salesforce Marketing Cloud, etc.)
- Confirm accurate data capture — events, custom properties, product feeds
- Loop in data/engineering partners to resolve tracking or integration issues as needed
Client & Stakeholder Management
- Present strategy, testing plans, and results to clients in commercial, jargon-free terms
- Set and manage expectations on timelines, benchmarks, and what's needed from the client
- Stay aligned with account leads, performance marketing, and creative on shared priorities
Compliance
- Keep all CRM activity aligned with data privacy and consent laws (CAN-SPAM, GDPR, etc.)
- Uphold strong list hygiene, deliverability, and opt-in/opt-out practices
Nice to Have:
- Background in an agency setting or managing multiple e-commerce brands simultaneously
- Solid hands-on chops with at least one major DTC/e-commerce ESP
- A test-and-learn mentality, comfort owning both strategy and execution, and sharp attention to detail
