CRM / Retention Manager (Email & SMS)



Posted on Thursday, October 13, 2022

ADAY is a direct-to-consumer brand with the aim to lift the standard for clothing through great design + a better supply chain. We’re a team of optimists (currently working remotely around the globe) and we’re dedicated to making positive changes in the world around us. We’re also pretty fun (if we do say so ourselves), and we strive to make each day interesting, challenging and rewarding. 


We’ve raised over $10m in venture capital and were named one of the Most Innovative Companies in the World by Fast Company. You can read more about us in places like Fast Company, Vogue, Refinery29 + Conde Nast Traveler (and many more).


  • We’re committed to building each other up and being there for our teammates—we’re an ADAY family. 

  • We believe in flexibility and accountability. We encourage our teammates to manage their own schedules (an early bird working at 6 am is just as awesome as a night owl working at 10 pm—you get to choose) and to take time off whenever needed (we’ll share our favorite travel tips and adventures, too). We like to work hard and relax hard. 

  • We are excited about the future of ADAY and the future of each of our teammates. We are passionate about personal growth and we’re here to support each person in their journey, no matter what that looks like. 

  • We know that diversity is what makes us great. We’re committed to diversity in all areas, and we believe that every person on our team has an important point of view that deserves to be heard, no matter the role or seniority.

This Role

We’re looking for a CRM Manager (Email & SMS) who will lead all stages of our email and SMS marketing programs – including the deployment, reporting, optimization, and development of strategies across multiple markets. You will utilize quantitative and qualitative data to build user loyalty and retention among our customer base by building long-term relationships with our users. You are a self-starter and problem-solver. You have a history of thriving in high-impact, fast-paced, cross-functional environments while driving business outcomes and keeping the customer experience at the core of decision-making.

Your Future Responsibilities

  • Manage the planning, development, execution, analysis, and optimization of email & SMS marketing programs

  • Be responsible for creating and implementing successful retention marketing campaigns across email & SMS.

  • Partner with the marketing and creative teams in developing and leveraging email segmentation and personalization to better engage, retain and reactivate customers.

  • Manage personalized trigger communications in an effort to better engage and convert customers through email and SMS. 

  • Work cross-functionally with multiple teams to create campaigns that are consistent with the brand style guidelines.

  • Develop a clear understanding of how to leverage consumer behavioral, lifestyle, transactional, and demographic data in order to deliver relevant marketing programs through email & SMS channels with a vision of growing consumer loyalty and increasing their lifetime value to the business.

  • Elevate the email & SMS brief process and liaise with the Creative Team on asset creation, feedback, and approval.

  • Lead the implementation and management of the loyalty program, strategizing new ways to engage with customers.

  • Develop and implement programs for lifestyle management, and lapsed customer initiatives growing repeat purchase rates and customer loyalty.

  • Lead the implementation of CDP.

  • Establish and track critical email & SMS KPIs, as well as assemble a framework for overall customer retention goals. 

  • Oversee analysis and competitive benchmarking to understand email effectiveness and drive future strategies, and share these results with cross-functional teams through presentations and email updates.

  • Continue to innovate and improve the customer experience and overall retention metrics.

  • Be an internal data expert for user retention activities and life-cycle activities.

Who are you?

  • You have 3+ years of experience in a digital marketing role at ap or in a fast-paced business environment.

  • You have experience managing an email and SMS program, with the ability to leverage specific audience segments and personalize content to appropriate cohorts of customers.

  • You’re passionate about increasing value and improving the customer experience.

  • You have outstanding analytics skills.

  • You have experience with Google Analytics.

  • You have the ability to foster a test and learn the environment and extract the learnings to drive incremental revenue for email, and SMS.

  • You have experience in utilizing a CDP to extract consumer insights, with the ability to leverage the data to create actionable marketing initiatives.

  • You have experience managing a loyalty program to enhance customer retention metrics.

  • You are an excellent communicator with the ability to work cross-functionally across a variety of departments.

  • You have strong project management skills.

  • You’re a creative professional with excellent copywriting skills. 

  • You’re able to perform both tactically and strategically with strong attention to detail.