Sr Manager, CRM

Blue Nile is a leading company of certified diamonds, engagement rings and fine jewelry. Our standards are amongst the highest of all jewelers, while we prioritize customer experience and extraordinary value while leading the industry in quality, product, and style.

The CRM Marketing team at Blue Nile is a data-led, creative thinking and results-driven team. The Senior Manager of CRM will lead our customer engagement strategy to maximize subscriber lifetime value and deliver excellence to our customers. This role will oversee complex automated and personalized journeys across email and SMS.

This role will partner closely with our Customer Excellence, Product/Engineering, Analytics and Design teams.

Responsibilities

• Develop & execute experimentation plans and testing framework that evolve our automation flows, segmentation, and messaging.
• Leverage customer behavior data and customer interaction touch points to develop personalized lifecycle programs and enhance customer brand affinity and engagement.
• Ideate and build measurement plans and strategies for different lifecycle programs (i.e. email, SMS).
• Maintain positive and collaborative relationships with cross functional teams (i.e. creative, agencies, and front-end developers).
• Partner with agencies and outside vendors on data modelling to drive and optimize segmentation/personalization and develop contact/targeting strategies.
• Create, manage, and implement complex customer segmentation strategies.
• Partner with senior leaders on development and optimizations of KPIs including: CTR, open rate, product adoption, product engagement, retention, and upsell.
• Interpret data, analyze results, develop reports, and create dashboards for key stakeholders.

Requirements

• Bachelor’s degree in marketing, statistics, or business with working experience managing data analysis.
• 7+ years of experience in lifecycle marketing or relevant experiences.
• 4+ years managing and leading teams.
• Strategic thinker who can drive adoption and growth goals, and improve performance metrics (conversion, engagement, retention, renewal/upsell, and reactivation).
• Proven expertise with working in an enterprise level ESP.
• Strong understanding of developing audience segmentation.
• Knowledgeable on performance tracking & reporting to support team’s development.
• Adaptable team player with the capability to prioritize projects and tasks.
• Exceptional communication skills both written and verbal to provided detail reporting.

Benefits

At Blue Nile, many of our roles offer a high-quality, comprehensive benefits package including healthcare, paid time off, retirement planning and opportunities for career advancement. Some offerings are dependent upon the role, employment type, work schedule or location:

• Paid Time Off
• Medical, Dental, Vision and Prescription Insurance
• 401(k) Retirement Plan with Company Match
• Flexible Spending Account | Health Savings Account
• Tuition Reimbursement
• Employee Discount
• Parental Leave
• Life Insurance.

Annual base pay: $130,000-$160,000. Final pay rate shall be determined and is based on experience and qualifications.

At this time, Blue Nile will not sponsor a new applicant for employment authorization for this position.

Additional Information: Blue Nile is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status or any other basis prohibited under applicable federal, state or local law. Blue Nile will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law #LI-WK1