Customer Relationship Management Manager

Hi, we’re johnnie-O. It’s great to meet you! 

We were born in LA and happily live at the intersection of Northeast tradition, Midwest Grit and a SoCal, laid back lifestyle. Since our start in 2005, our founder, John O’Donnell saw the unique opportunity to re-interpret classic pieces by adding a fresh look and “why not” twist that has been a hallmark of johnnie-O. We call this “Top Spin” and by adding just the right touch to styling, materials and craftsmanship we’ve been able to elevate classic menswear. What started with a fresh take on the quintessential polo has evolved into an enduring lifestyle brand for men, women and boys that includes woven shirts, pants, shorts, sportscoats, outerwear, swimwear, footwear, and accessories. You can see our iconic, surfer dude logo working hard and playing hard from the office to the beach, golf course to cook out and hangin’ out at all moments in between.  

Come join us! 

We are looking for a curious, bright, passionate, and energetic CRM Manager to join our team and play a pivotal role in the continuing growth and success of johnnie-O. Reporting to the Director of Digital Marketing, this role will help uncover pivotal insights about the customer journey and test to optimize our programs.  

What You’ll Do 

• Develop and manage our CRM strategy through email and sms, including triggered lifecycle programs, segmentation, and personalization initiatives.
• Maintain, implement, and analyze a clear A/B testing plan to drive continuous optimization.
• Responsible for email calendar management, deliverability, and monthly reporting
• Utilize data-driven insights to segment our customers effectively, ensuring that each segment receives tailored and relevant communication and offerings.
• Increase consumer engagement through data-driven segmentation, storytelling, and relevance. Develop sophisticated, targeted email/SMS lists based on customer behavior, demographics, and preferences.
• Develop strong interdepartmental/cross-functional relationships across Marketing and ecommerce to align on consistent brand strategy and ecommerce merchandising goals while hitting revenue growth goals.
• Excellent verbal and written communication skills and strive to have a customer-first mindset.
• Use data analysis tools to evaluate performance outside of in-platform metrics to provide comprehensive analysis and recommendations.
• Continuous monitoring and cleansing of customer database to ensure deliverability and privacy compliance.
• Work with wholesale, retail and marketing teams to help facilitate email schedule for those channels

What You Bring

·      5+ years of relevant CRM experience, in the branded apparel industry, a plus

·      Proficiency in email/SMS marketing platforms like Klaviyo and Attentive, with a strong track record in driving successful marketing initiatives.

·      Previous experience driving strategy for AB Test and learn plans, executions, analytics and optimizations

·      Excellent initiative and follow-up skills, and ability to carry out a variety of responsibilities and multi-task

·      Fast learner for fast-paced work environment.

·      Demonstrate an analytical mindset, enjoy problem solving and understand how to ask the right questions to deliver solution focused outcomes.

·      Experience in deep dive analysis on customer attribute data to produce quality insights that drive marketing strategies and business value

·      Ability to work with data and CDP to build segments and comfortable with data segmentation

·      Fluency with email best practices data privacy and compliance regulations

·      Experience with direct mail and a wide range of digital marketing programs, a plus