Customer Engagement Manager

A collective energy and ambition. A place where you can make a real difference.

We’re a company that genuinely cares about our people, our products, our consumers and the environment.

Our unique, informal culture champions courage, determination and collaboration. Knowing we have an open and supportive team means each of us has the freedom to take responsibility and ownership. We have a shared passion to work hard, innovate and push boundaries.

United by the belief that when we strive for growth, anything is possible. While we might not be the largest company in our industry, we believe we can have the biggest impact because: Together We Have the Power to Win.

Job Description

We are looking for a CRM Manager to strategize and execute robust CRM programs to drive retention, excitement, and engagement to generate incremental revenue via existing customer databases. We are seeking an individual with extreme attention to detail, a robust knowledge of the DTC channel and industry, and expertise in the email and SMS deployment and revenue driving space.

What You’ll Do

CRM Strategy: Head up CRM for several DTC brands by setting objectives and creating strategies guided by analytics to achieve them. Proactive in seeking out new innovative opportunities, improving current programs, and testing new ones. Confident expert on all things CRM, including Email and SMS campaigns and programs.

• Rewards + Referral Program: Manage loyalty programs, including everyday maintenance and planning a robust program and calendar
• SMS/Email: Own communication calendar and collaborate across team and external partners
• to develop and execute email and SMS content and messaging (both campaigns and
• evergreen flows)
• Segmentation/Personalization: Collaborate across DTC team to test segmented site
• experiences, promotions, etc. to drive sales with suggestions driven by deep understanding of customer analytics
• Key Collaborator: Partner with DTC, Marketing, and Creative teams to amplify brand initiatives, launches and campaigns. Comfortable proactively offering thoughts from CRM
• perspective/best practices.
• Platform Management: Manage relationships with external platform vendors (Klaviyo, Attentive, Yotpo, etc.)
• Subscribe & Save: Expertly build consumer journeys to enhance our subscribe and save program’s growth metrics
• Reporting + KPI Tracking: Define, track and consistently report success metrics (LTV, returning customer rate, loyalty program membership, subscription program enrollment, etc.)

Who You Are

• Bachelor's Degree in a related field
• Experience both developing CRM strategy and driving its execution across multiple stakeholders and moving parts
• Experience analyzing customer data, extracting meaningful insights, and then actioning data-based initiatives
• Strong analytical skills and deep understanding of relevant KPIs, benchmarks and how to report them
• A creative thinker and problem solver who thrives in a fast-paced entrepreneurial environment & adapts quickly to changing requirements. Results oriented with the ability to prioritize.
• Excellent interpersonal and communication skills with proven ability to collaborate
• High initiative and can turn ideas into action
• Experience working in beauty, skincare or related categories is a plus
• Experience with Yotpo, Klaviyo, Attentive is a requirement

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Church & Dwight is proud to be an Equal Opportunity Employer/Veterans/Individuals with Disabilities.
For more information on our company, our brands and our culture visit us at http://www.churchdwight.com/