CRM & Loyalty Manager (US - Remote)

Kindred Bravely is looking for a data-driven and innovative CRM & Loyalty Manager to shape and execute CRM and loyalty strategies that make mom’s lives easier through our offering of functional, comfortable maternity and nursing apparel. 

About Us:
 We’ve built an amazing team of 50+ people based all over the world. From the beginning, Kindred Bravely has sought to support moms with great breastfeeding & maternity clothes, exceptional customer care, and encouraging content - but also with great jobs that allow them to grow their careers while working from home. From our first team member in 2015, we’ve tried to make Kindred Bravely a company where we want to work. Our goal has been to empower our team to work remotely to support their families and women on the motherhood journey. We foster a culture of diversity, equity, inclusion, and belonging, and we’re committed to attracting and retaining diverse talent. Oh, and did we mention we’ve been on Inc. 5000’s list of fastest-growing privately held companies for six years in a row? Our award-winning product has been featured in Self Magazine, Forbes, What to Expect, Ovia, BabyCenter, and Romper!

The Opportunity: 
Kindred Bravely is looking for a data-driven, collaborative, and creative CRM & Loyalty Manager to lead our retention marketing efforts. The ideal candidate will have a strong background in eCommerce analytics, hands-on experience in email and SMS marketing , and experience building and/or managing a loyalty program with a proven track record of driving measurable retention improvement. Reporting directly to the Marketing Director, you will play a key role in shaping the future of our lifecycle marketing strategy; developing and executing Email, SMS, and loyalty strategies to improve customer engagement, retention, and lifetime value, while identifying new opportunities to drive growth. 

 We are looking for someone who… 

• Is exceptional at whatever they do. You proactively seek to solve puzzles, find solutions, and uncover new opportunities. This is the most important factor in your success. You must be a self-starter who is always seeking to improve.
• Is innovative. You have a retention marketing playbook, but you know how to adapt based on the customer lifecycle and the data at hand. 
• Is intellectually curious. You love to learn and grow both personally and professionally.
• Is a finisher. You must love the details of your work and work dutifully to ensure tasks are complete, accurate, and on deadline. 
• Is collaborative. You love to understand the full customer journey and work cross-functionally to ensure the best customer experience at every touchpoint.
• Is hands-on. You roll up your sleeves to dig into data, build reports, set up segments, and test flows in the pursuit of improving her brand experience.

Responsibilities Include (but are not limited to):

• Own and drive the overarching CRM strategy across key channels, including email, SMS, direct mail, and loyalty programs, ensuring cohesive and data-driven campaigns that enhance customer engagement and retention.
• Utilize advanced data analytics from multiple platforms (Klaviyo, Attentive, Shopify, Lifetimely, Tydo) to identify customer insights, trends, and opportunities for improving customer retention and loyalty.
• Shape, implement, and support an innovative and comprehensive strategy for a loyalty and referral program, ensuring its successful implementation in collaboration with the eCommerce team and evaluating success and optimization post-launch to drive continuous improvement.
• Continuously improve email and SMS campaign performance through advanced segmentation strategies, personalization, and A/B testing, driving higher engagement, conversion rates, and improved customer retention.
• Manage and test behavioral-based marketing automation via email and SMS to improve conversion and find new retention revenue opportunities. 
• Utilize subscriber behavioral data to identify high-value customer segments and develop targeted marketing strategies to increase revenue and reduce churn. 
• Oversee on-site lead capture efforts with a comprehensive lead nurturing strategy, optimizing conversion rates and customer acquisition through personalized, data-backed approaches.
• Partner with the Paid Media team to identify customer opportunities and co-create innovative strategies for re-engagement, driving customer loyalty and reducing churn.
• Own weekly and monthly reporting across all CRM channels, continuously analyzing performance metrics to identify optimization opportunities and enhance campaign results.
• Oversee email and SMS marketing calendar and go-to-market strategy in partnership with the Email Marketing Specialist.
• Collaborate with Site Merchandising and Paid Media to implement learnings and improve customer experience,
• Conduct customer surveys, analyze findings, and work with cross-functional partners to act on insights, ensuring feedback is integrated into future marketing initiatives.
• Refine customer journey maps, identifying critical touchpoints and areas for improvement across the lifecycle.
• Manage and mentor the Email Marketing Specialist, fostering a collaborative and high-performing CRM marketing function.

Experience: 

• Bachelor’s degree in a related field (e.g. Marketing, Communications, Business).
• 5+ years hands-on experience managing email, SMS, and loyalty programs in DTC eCommerce, preferably within apparel, wellness, or CPG brands. 
• 2+ years team management experience
• Klaviyo, Attentive, and Shopify experience preferred
• Experience with a wide range of loyalty and referral platforms a plus. 
• Exceptional data analysis and Excel skills. Looker experience a plus. 
• Proficiency in GA4. 
• Effective communication and presentation skills.

Why Join Kindred Bravely?

• Be part of a mission-driven company that is making a meaningful difference in the lives of moms.
• Competitive salary and benefits package.
• Fully remote team with collaborative work environment. 

Benefits: 

• Employer-sponsored Medical, Dental, and Vision as well as voluntary benefits, including life Insurance, Critical Illness Insurance, and Healthcare and Dependent Care FSAs. 
• Retirement and charitable donation matching.
• Paid parental leave program after 1 year.
• Monthly 'Random Act of Generosity'.
• 40% off product discounts on the Kindred Bravely and 15% off for friends and family!

Schedule: Full Time 

Education: Bachelor’s degree in a related field (e.g., Design, Marketing, Communications).

Location: US - Remote

Salary: $100-$125K, depending on experience