Customer Success Manager

• Execute customer lifecycle marketing strategies to increase engagement, retention, and repeat purchases for both James Allen and Blue Nile.
• Create, test, and optimize automated email workflows (e.g., welcome series, cart abandonment, re-engagement) to drive conversions and reduce churn.
• Collaborate with cross-functional teams (e.g., product, analytics, design) to execute tailored CRM campaigns that align with product launches, seasonal promotions, and business objectives.
• Analyze CRM data, customer behavior, and campaign performance to measure effectiveness and identify opportunities for improvement.
• Monitor industry trends and best practices in CRM to implement innovative strategies and tools that improve customer engagement and experience.
• Maintain customer data integrity and ensure compliance with data protection regulations (e.g., GDPR, CCPA).
• Report on key CRM metrics such as open rates, click-through rates, conversion rates, and customer retention to senior leadership.
• Support A/B testing and campaign optimization to continually improve the effectiveness of CRM communications.
• Work with customer service and support teams to understand customer feedback and incorporate insights into CRM strategies.
• Develop and execute customer loyalty/retention programs for both Blue Nile and James Allen.
• Execute direct mail campaigns and manage vendor interactions.

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