CRM Manager

Role & Responsibilities:

MOSCOT is seeking a CRM Manager to fully own and strategically lead the setup, integration, and continuous enhancement of our CRM platform. Reporting to the Senior Director of Global Marketing, you’ll drive data-informed decisions, leverage advanced segmentation and automation techniques, manage compliance rigorously, lead our dedicated email & SMS team, and deliver impactful insights across the entire marketing technology ecosystem. This is a hands-on role, pivotal to MOSCOT’s ongoing growth and customer engagement strategy.
The CRM Manager will own the strategy, implementation, and ongoing optimization of MOSCOT’s CRM ecosystem, driving customer engagement, retention, and lifetime value through strategic analytics and personalized experiences.

• Lead onboarding process for the new CRM software, ensuring seamless integration with existing systems and tools.
• Become systems expert, cultivating extensive knowledge of our marketing technology stack (Shopify, Klaviyo, SMS Bump, Marketing Attribution Software, GA4) and our data sources (INTL POS Systems) to ensure seamless integration across all.
• Lead initiatives to integrate international POS data from all retail locations to enhance CRM capabilities.
• Collaborate with global stakeholders across departments (e-comm, retail, wholesale, IT, tech, and marketing) to customize and maximize software capabilities for diverse and effective marketing strategies.
• Own comprehensive reporting processes, including weekly/monthly/quarterly analytics, delivering clear insights and actionable recommendations directly to senior leadership to drive informed strategic decisions.
• Leverage performance analytics, customer data segmentation, and continuous A/B testing to deliver actionable insights and optimize customer experiences.
• Manage email and SMS marketing team, building annual budgets and plans, guiding them in the execution of campaigns that align with channel goals.
• Analyze customer data to create complex customer segments that drive targeted messaging and personalization efforts.
• Develop and implement marketing execution strategies that effectively engage customers across email and SMS channels.
• Proactively establish and maintain rigorous compliance standards across all marketing channels, ensuring full alignment with industry best practices and regulations (CCPA, GDPR).

Qualifications:

• Bachelor’s degree in marketing, Business or related field
• 5-7 years of digital marketing experience, preferably in a CRM, lifecycle, or retention marketing role
• Experience in a variety of marketing tools: email/CRM (ESP, SMS, Marketing Attribution Software)
• Deep understanding of CRM platforms (e.g. Salesforce, Oracle, Hubspot, Adobe, etc)
• You have a strong analytical toolkit, including experience with Excel, Tableau, Looker, or other tools
• You can troubleshoot and problem-solve across teams and tools
• You have a proven track record of meeting deadlines and communicating with stakeholders across teams
• You have ambition, a curious mind, and a desire to hit the ground running