Manager - Marketing, CRM & Loyalty

Job Description

The Manager, Loyalty & CRM for Off-Price will be responsible for supporting both Gilt’s and Saks Off Fifth’s loyalty programs (includes Insider, Concierge, More, Gilt Unlimited, and customer referral programs) as well as CRM campaigns for Gilt and Gilt City. This role will develop strategies and execute programs that activate, grow and retain our customer base while maximizing incremental revenue within budget and expected ROI targets. Responsibilities include developing/managing budget for programs/campaigns, forecasting and reporting on impact to the business. This requires a cross-functional player who will partner closely with Analytics, Marketing, Finance, Customer Service, Technology and Merchandising. This role has one direct report.

Key Responsibilities:
•Lead the performance management and development of loyalty programs, including KPI reporting and assessing financial impact of new program benefits and policies
•Oversee the development and execution of all targeted lifecycle campaigns (activation, retention and engagement programs), including offer management, audience segmentation, calendaring and performance analysis

oPartner with the merchandising team and Marketing channel and business owners to create specialized programs that drive customer engagement and loyalty

•Manage annual budgets for Loyalty/CRM initiatives and collaborate with both merch planning and finance teams to manage forecasts, calendar, actuals and accruals
•Help develop and iterate on customer segmentation strategies for diagnostic and marketing purposes
•Assess ongoing impact of Referral channel in overall P&L in relation to other new member acquisition channels, and performance of program key metrics, including number of members referring Gilt, number of invitations send by referring members, registrations and activations.
•Act as a stakeholder in any revisions in Customer Service policy

Qualifications We seek a candidate with solid quantitative/analytical skills with experience managing complex campaigns. S/he should be familiar with targeted direct marketing overall with experience in an ecommerce environment.
Specific skills needed:
•Outstanding analytical acumen with proven ability to synthesize large amounts of data (qualitative and quantitative) and turn into actionable initiatives
•Experience with managing budgets, P&L forecasting and strong understanding of digital/traditional direct marketing channels
•Familiar with Customer Lifetime Value analysis and understands how to cultivate long-term customer relationships to profitably increase engagement
•Experience with testing methodology and desire to drive results through analytics
•Self-motivated and independent, with the ability to influence others without direct control
•Roll up sleeves attitude to help drive flawless and timely execution and monitoring of performance
•Ability to effectively work across functions as well as manage direct report
•A high degree of care for the customer experience

Additional Requirements
•5+ years of Loyalty/CRM marketing experience
•Minimum Bachelor’s degree, advanced degree a plus
•Experience analyzing and interpreting complex data including using advanced Excel (e.g., pivot tables, complex formulas, statistical analysis) & developing impactful presentations using PowerPoint