CRM Manager

Catbird is filling an exciting role for a CRM Manager, reporting to the VP of Marketing & Communications. In this role, you will partner closely with our marketing, product, and leadership team to develop retention strategies, increase customer loyalty and lifetime value, and mitigate churn across our e-commerce and store customer cohorts. Our ideal candidate is data driven with a deep understanding of the full customer lifecycle and its drivers.

Key Responsibilities

• Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights to build out the following:
• Streamlined customer dashboards for ongoing and ad hoc analysis
• Summary of key insights and actions to wider team
• Automated reporting in Catbird’s BI platform, Looker
• Define additional metrics and tracking to measure Catbird’s retention health and brand heat.
• Identify shifts within our customer behavior and relevant actions to drive growth
• Work closely with marketing to provide data driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on site
• Provide data driven framework for Catbird’s pilot loyalty program and clienteling services across e-commerce and store.
• Work closely with the marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase and spend trends.
• Partner with the marketing and retail teams to create monthly and weekly customer engagement reporting, and measurable KPIs.
• Work with marketing on A/B testing processes for creative, messaging, send frequency, and timing to constantly improve performance

Our Ideal Candidate

• 3-5 years experience in corporate strategy, consulting, or CRM experience
• Strong data analytics and qualitative skills, SQL is a strong plus!
• Deep experience in analytics platforms
• Looker proficiency a must: dashboard modeling and design: Looks, views, and joins as well as data validation
• Experience with customer research methods – including coding and deploying surveys, and social listening
• Ability to translate insights into actionable strategies
• A strong communicator who enjoys collaborating with small, cross functional teams
• A passion for the Catbird brand and sustainability mission is a strong plus!

About Catbird In over 21 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.

The key to our success is remaining true to our values:

• We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity
• We believe in making and selling things people will want to keep forever and will bring continuous joy
• We believe in doing everything we can ourselves
• We believe in always thinking of the long game and not focusing on a quick profit
• We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow
• We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty

Plus bonus