Customer Success Manager

• Develop and execute comprehensive email, SMS, and product marketing and CRM strategies aligned with business objectives and revenue targets
• Create customer lifecycle marketing programs that maximize customer lifetime value (CLV) and reduce churn
• Build and maintain customer segmentation strategies based on behavior, purchase history, and engagement patterns
• Collaborate with cross-functional teams (product, merchandising, customer service, retail) to advance the customer journey and drive improved customer loyalty
• Analyze customer segmentation data to identify opportunities for personalization and campaign optimization
• Design, build, and deploy CRM campaigns across the customer lifecycle (welcome series, post-purchase, win-back, VIP programs)
• Manage daily email operations, including campaign scheduling, testing, and performance monitoring
• Create and optimize automated email flows and triggered campaigns
• Develop compelling email content in collaboration with creative teams
• Implement A/B testing strategies to continuously improve campaign performance
• Drive adoption and engagement with strategically important Sunday experiences, including the Sunday app and other AI-enabled tools
• Manage and optimize marketing automation tools (Klaviyo, Iterable, Segment, etc.)
• Integrate CRM systems with other marketing technology stack components
• Monitor and analyze key performance metrics (open rates, click rates, conversion rates, revenue per email)
• Create regular reporting on campaign performance and ROI
• Ensure email deliverability best practices and compliance with regulations (CAN-SPAM, GDPR)
• Lead and mentor junior marketing team members
• Collaborate with external agencies and contractors as needed
• Stay current with industry trends and best practices in email marketing and CRM

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