Nuuly CRM Manager

Role Summary
Nuuly is looking for a highly motivated, detail-oriented, data-driven individual with CRM experience and a passion for connecting with current and future customers.
The CRM Manager will join an experienced team that is responsible for building and iterating on customer relationships through automated, ad hoc, and scalable personalized strategies across customer journeys. You should be comfortable executing campaigns across email, push, SMS and on-site/app channels to drive KPIs, with goals rooted in acquisition, retention, and re-acquisition.
Role Responsibilities

• Continuously build, test, analyze, and iterate on campaigns and automations across all communication channels, including but not limited to: email, SMS, push, on-site/app messaging.
• Monitor and maximize customer lifetime value strategies, ensuring maximum profitability.
• Build and execute campaigns as needed, manage the editorial calendar including campaign ideation, and be an expert in technical QA.
• Develop and execute CRM strategies that heavily involve segmentation, personalization, scalability, testing, and new technologies like AI.
• Assist in promotional strategies, determining the ideal offers that drive acquisition while maintaining brand equity.
• Act as expert on audiences and segmentation, partnering with the growth team to provide relevant audience data and recommendations.
• Build reports, communicate success stories, and share key learnings and recaps to the marketing team and broader teams that evaluate performance and develop action plans that drive results.
• Partner with Brand Marketing, Creative, Product Marketing, and Merchandising teams on day-to-day execution of emails, push, etc.
• Partner with product and UX teams to implement new features and data connectors that enhance communications, with the ability to relay those business requirements, the expected impact, and desired results.
• Manage key vendor relationships.
• Ensure best practices are met to maximize deliverability.

Role Qualifications

• 6 - 7 years of relevant experience
• Proven experience in managing complex lifecycle programs, digital campaign building, and customer journey mapping.
• Willingness and excitement to create strategies that encourage long term customer retention/growth.
• Excellent communication skills; ability to communicate effectively across all levels of the organization from external vendors to leadership.
• A customer-centric analytical mindset, ability to analyze data and surface actionable insights and optimization.
• Data-lead intellectual and analytical curiosity - initiative to dig into the "why" of various results.
• A collaborative, team-first attitude alongside an entrepreneurial mindset and willingness to move quickly.
• Be comfortable with uncertainty. Projects and assignments will change rapidly, be flexible enough to accommodate changing priorities and timelines.
• Basic HTML and CSS knowledge.
• Strong experience with Braze or an equivalent enterprise-level tool.
• Email strategy experience in the subscription business space is a plus.
• Bachelor's Degree in marketing, business, analytics, or a related field.

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The Perks
URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit
EEO Statement
URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.