About the Role:  

Health E-commerce is seeking a CRM Manager to join our Growth Marketing team dedicated to our Flexible Spending Account (FSA) business. As the CRM Manager, you'll craft and implement strategies to enhance the customer lifecycle and drive loyalty initiatives. This involves managing and optimizing personalized triggered programs across various touch points like email, SMS, loyalty programs, partner channels, service, and site. Additionally, you'll spearhead efforts to boost customer retention and ensure exceptional experiences throughout their journey with us. With many Americans underutilizing their FSA benefits, we aim to provide guidance and streamline the bookkeeping process. We offer an extensive range of 100% eligible medical products and services, educational content through our Learning Center, and technology tools and integrations via our Partner platforms. Join our nimble cross-functional FSA team, reporting directly to the Director of CRM and Loyalty.

Specific responsibilities:

Strategy & Execution:

• Design and implement CRM automation strategies to nurture customer relationships, increase engagement, and drive retention.
• Create and manage personalized customer journeys across email, SMS, push notifications, and other CRM channels.
• Oversee end-to-end campaign development from strategy to execution, ensuring messaging is aligned with customer segmentation and behavior.
• Develop A/B tests and experiments to optimize performance across touchpoints.

Personalization & Segmentation:

• Leverage data to build dynamic, highly personalized campaigns based on customer behavior, preferences, and lifecycle stage.
• Utilize CRM tools and platforms to segment audiences and ensure relevant messaging.
• Collaborate with marketing, product, and analytics teams to continuously refine customer segmentation strategies.

Automation Management:

• Develop and maintain CRM automation workflows using platforms like Bloomreach, Segment, or similar CRM tools.
• Ensure all automation processes are functioning smoothly, troubleshooting any issues, and making adjustments to improve efficiency.
• Identify opportunities to introduce new automation processes and increase campaign efficiency.

Reporting & Analysis:

• Track and analyze CRM campaign performance, providing actionable insights to optimize future campaigns.
• Report on key KPIs such as open rates, click-through rates, conversions, customer lifetime value, and retention rates.
• Monitor customer feedback and data to adjust personalization strategies in real-time.

Cross-functional Collaboration:

• Work closely with ecommerce, product, engineering, and IT teams.
• Partner with data and analytics teams to identify trends and opportunities for enhanced personalization.
• Liaise with external vendors, such as CRM software providers and email service platforms, to optimize the CRM stack.

What you’ll need:

• Bachelor’s degree in Marketing, Business, Data Science, or a related field.
• Minimum of 5+ years of experience in CRM, automation, and personalization in an e-commerce environment.
• Proficiency with CRM platforms and marketing automation tools.
• Experience with segmentation, customer lifecycle management, and journey building. Ideally in Bloomreach and Segment
• Strong analytical skills and experience working with customer data to drive decision-making.
• Excellent communication skills and the ability to collaborate with cross-functional teams.
• Strong project management skills, with the ability to handle multiple projects simultaneously.
• Familiarity with A/B testing and multivariate testing techniques.

Compensation:

Compensation: $90,000 - $110,000

Discretionary Annual Bonus Eligibility: Up to 15%