CRM & Loyalty Manager12th Tribe • Santa Monica, CA, United States
CRM & Loyalty Manager
12th Tribe • Santa Monica, CA, United States
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications. Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels. Analyze performance and customer feedback to evolve the program for higher participation and ROI. Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV. Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email / SMS revenue contribution). Collaborate to identify opportunities for improved targeting and automation. 3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment. Experience in fashion or beauty is required. Hands‑on experience with Shopify , Klaviyo , Attentive , Tapcart , and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo). Strong understanding of customer segmentation, automation, and data‑driven marketing. Excellent project management and cross‑functional collaboration skills. Passion for fashion, lifestyle, or consumer brands with a strong brand voice. Experience with A / B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam). Background in app engagement or push notification strategy. Strong creative sensibility and copywriting experience for CRM campaigns.
Location : Los Angeles, CA (Hybrid or Remote)
Reports to : Senior Director of eCommerce & Digital Marketing
Experience Level : 3+ years
About the Role
We’re looking for a data‑driven, creative, and retention‑focused CRM & Loyalty Manager to own our customer lifecycle—from first purchase to lifelong loyalty. Under the leadership of the Senior Director of Ecommerce & Digital marketing, you’ll collaborate on the strategy, execution, and optimization across email, SMS, app, and loyalty programs to drive retention, repeat purchase, and customer LTV.
What You’ll Do
- Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
- Manage end‑to‑end customer lifecycle campaigns, from onboarding to re‑engagement.
- Partner with performance marketing and e‑commerce teams to ensure consistent messaging across all touchpoints.
- Build automated and campaign sends in Klaviyo and Attentive , optimizing for engagement, conversion, and deliverability.
- Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
- Manage push notifications and in‑app engagement through Tapcart to drive mobile conversions.
Loyalty & Retention Programs
What We’re Looking For
Nice to Have
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Crm Manager • Santa Monica, CA, United States
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