CRM (Email and SMS) Specialist

CRM Specialist

Good American is the first fully inclusive fashion brand that celebrates all dimensions of female power. Offering quality, style, and substance in every size 00-32, we are committed to challenging industry norms by empowering all women to feel sexy and confident no matter their size or shape. The brand was launched in October 2016, by Emma Grede and Khlo Kardashian, to empower all women to celebrate their bodies with confidence by offering high-quality designs in all sizes. What started as the largest denim launch in history, has evolved into an iconic and inclusive fashion line of denim, ready-to-wear, swim, and accessories.

As the CRM Specialist, you will support the development and execution of our email and SMS strategies to grow customer loyalty, engagement, and repeat revenue. You'll play a hands-on role across the customer lifecycle building segmentation & testing plans, supporting automation flows, and helping deliver personalized messaging that deepens brand connection.

This role is ideal for a detail-oriented marketer who thrives in execution, is eager to develop strategic skills, and is looking to grow into a team leadership role over time. You'll work closely with the ecommerce and creative teams to ensure retention initiatives are tightly aligned with new product launches, brand initiatives, and seasonal trends.

Responsibilities:

• Execute and manage the email and SMS marketing calendar, ensuring campaigns align with product launches, key events, and seasonal trends.
• Build, test, QA, and schedule all email and SMS campaigns in close collaboration with the eCommerce and Creative teams.
• Support the development and maintenance of segmentation strategies to target customers across lifecycle stages for both campaigns and automations.
• Assist in optimizing and updating automated flows for seasonal launches, promotions, and key retention moments (e.g., welcome series, abandonment flows, back-in-stock, post-purchase & other flows).
• Own newsletter and lifecycle performance reporting, providing weekly and monthly hindsights to surface insights and growth opportunities.
• Collaborate cross-functionally with eCommerce, Merchandising, Marketing and Creative teams to ensure accurate and timely campaign execution.
• Conduct QA across campaigns to ensure accuracy in links, segmentation, and creative.
• Regularly analyze audience engagement and contribute data-driven recommendations to improve targeting, cadence, and messaging.
• Monitor competitors and industry trends to flag opportunities for testing and enhancement.
• Support A/B testing initiatives across subject lines, content, offers, and send times documenting results and applying learnings.
• Partner with internal teams and external platform support to troubleshoot issues and develop technical solutions across email and SMS programs.
• Take initiative in learning platform capabilities and independently resolving technical challenges as they arise.

Qualifications:

• 13 years of experience in email, SMS or CRM marketing, ideally within fashion, apparel, or a DTC brand.
• Hands-on experience with ESP platforms required; Klaviyo experience strongly preferred.
• Solid understanding of email and SMS marketing best practices, including segmentation, deliverability basics, compliance (CAN-SPAM, TCPA), and performance metrics.
• Strong technical curiosity with a willingness to learn and develop expertise in CRM platforms, including troubleshooting and problem-solving independently.
• Strong organizational skills you're great at meeting deadlines, managing multiple tasks, and keeping projects on track.
• Analytical mindset you enjoy pulling reports, identifying trends, and turning data into actionable recommendations.
• Familiarity with basic HTML/CSS and UTM tracking links is a plus.
• Interest in fashion, brand storytelling, and customer-centric marketing; ability to quickly absorb brand voice and customer perspective.
• A collaborative team player with a positive, can-do attitude no task is too small, and you're hungry to grow into a leadership role.

At Good American, we believe that a diverse and inclusive workplace drives innovation and success. We are committed to creating an environment where everyone feels valued, respected, and empowered to contribute their unique perspectives. We welcome applicants from all backgrounds and encourage individuals of all races, gender identities, ages, religions, sexual orientations, abilities, and veteran statuses to apply.

WE ARE B CORP CERTIFIED!

As our business has grown, so has our responsibility to our community, our planet, and our operations. Being B Corp certified means we will continue to prioritize people and the planet alongside profit.