Story Cannabis

CRM & Loyalty Manager

Story Cannabis

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Run Story's loyalty/rewards program, creating a differentiated experience that drives frequency and retention.
  • Build loyalty mechanics that go beyond points-for-dollars—incorporating behavioral triggers, tier progressions, and experiential rewards that create habit and emotional connection.
  • Develop and execute retention strategies and tactics that measurably reduce customer churn, increase visit frequency, and grow customer lifetime value.
  • Own the loyalty program P&L, balancing reward generosity with margin protection and liability management.
  • Monitor competitive loyalty programs and industry trends to ensure Story's program remains differentiated and compelling.
  • Audit current lifecycle and loyalty strategies, identifying opportunities to improve retention and LTV.
  • Lead customer journey mapping to optimize the full lifecycle—from acquisition to retention to advocacy—across digital and retail channels.
  • Drive segmentation, targeting, and dynamic content strategies across all lifecycle stages to maximize engagement and retention.
  • Build and manage automated marketing flows including onboarding, retention, re-engagement, win-back, and churn prevention campaigns.
  • Manage end-to-end production of email and SMS/MMS campaigns to meet the messaging calendar.
  • Monitor and analyze performance of lifecycle and loyalty programs, extracting actionable insights and continuously improving outcomes.
  • Report channel KPIs to senior leadership with actionable insights and recommendations.
  • Lead the migration to Klaviyo as our primary CRM platform, ensuring seamless transition with minimal interruption to marketing programs.
  • Optimize CRM systems and tools to enhance customer engagement, send capabilities, and marketing tactics.
  • Manage technology partner relationships for CRM, SMS, and loyalty platforms, maintaining regular communication to maximize platform capabilities.
  • Collaborate with Paid Marketing, Retail Operations, Merchandising, and other teams to ensure cohesive messaging and alignment across all channels.
  • Stay ahead of industry trends and emerging channels, continuously refining and innovating Story's lifecycle marketing approach.

Requirements

  • Bachelor's degree in Marketing, Business, or related field preferred.
  • 5+ years of experience managing CRM programs, lifecycle marketing, or retention marketing, with a proven track record of driving engagement, retention, and revenue.
  • Demonstrated experience developing and launching loyalty/rewards programs that drive measurable business results.
  • Experience with Klaviyo is strongly preferred; familiarity with other CRM platforms (e.g., SpringBig, Happy Cabbage) and marketing automation tools is valuable.
  • Deep expertise in multi-channel marketing including email, SMS, push, and direct mail.
  • Strong understanding of customer segmentation, targeting, personalization, and retention techniques.
  • The ability to translate customer insights into journey improvements that address pain points and reduce churn.
  • Excellent project management skills with the ability to prioritize and manage multiple initiatives in a fast-paced environment.
  • Experience in retail brands is highly preferred; e-commerce or subscription-based industry experience also valuable.
  • Cannabis industry experience is a plus but not required.
  • Knowledge of data privacy regulations and best practices in email marketing, SMS, and customer communications.
  • Knowledge of cannabis compliance/regulatory requirements for Email & SMS preferred.
Benefits
  • Paid time off (PTO) including 8 paid holidays per year*
  • Medical Insurance, which includes a 100% company paid option for employees*
  • Dental Insurance, which includes a 100% paid option for employees*
  • Vision Insurance, which includes a 100% paid option for employees *
  • 401k retirement savings plan*
  • Company paid Short-Term & Long-Term disability*
  • Company paid Life Insurance*
  • Employee Assistance Program (EAP)
  • Employee referral program
  • Commuter benefits*
  • Product discounts
  • Additional compensation incentives (tips, bonuses, etc.)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
CRM managementlifecycle marketingretention marketingcustomer segmentationtargetingpersonalizationdata analysisemail marketingSMS marketingmarketing automation
Soft Skills
project managementcommunicationcollaborationstrategic thinkinganalytical skillsproblem-solvingleadershipcreativityadaptabilitycustomer focus
Certifications
Bachelor's degree in MarketingBachelor's degree in Business