Senior Manager of Email Marketing + CRM

Company Description
: (MALIN+GOETZ) is a founder-based gender-neutral beauty and lifestyle business based in New York City. We operate flagship apothecaries in NYC, California and Hong Kong: along with an expanding presence online through
The brand is distributed internationally through high-end accounts including Nordstrom, Selfridges, Space NK, and Liberty as well as amenity partners that include 5* hotels, spas, and concept gyms.

Position Summary
: (MALIN+GOETZ) is looking for a
Senior Manager of Email Marketing + CRM to join our Digital + E-commerce team. You will also partner with the Creative team, the Marketing team, and the local market ecommerce teams. You are a well-rounded digital-savvy professional, thriving in a fast-growing, entrepreneurial environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Marketing Email / SMS + Content
Design, draft, and execute all campaigns across all digital markets via Klaviyo email and SMS; build and maintain multi-market deployment calendars, testing plans, and performance targets. Continuously optimize automated/triggered programs (welcome, browse abandonment, cart abandonment, post-purchase, replenishment, cross-sell, birthday/anniversary, loyalty, win-back, back-in-stock, and other behavioral triggers).

Develop personalization strategies using customer behavior, preferences, purchase history, loyalty data, and product affinity to improve message relevance and conversion. Partner with creative/brand teams on CRM-specific content strategy, messaging hierarchy, templates, merchandising, and calls to action, maintaining brand standards. Monitor sender reputation, inbox placement, bounce rates, spam complaints, authentication, and engagement; Manage relevant creative, SMS, and content/production agencies — scopes, performance, and budgets.

CRM: Strategy, Execution + Analytics
Build strategy in partnership with digital, retail, and brand teams to ensure a 360° marketing vision across channels. Develop and maintain customer segments (purchase behavior, engagement, lifecycle stage, product affinity, channel, geography, loyalty status); Build and grow the email/SMS database: improve opt-in rates, maintain list hygiene, manage suppression/inactive audiences, and monitor subscriber quality.

Track CRM performance against revenue, retention, repeat purchase rate, purchase frequency, LTV, AOV, and reactivation goals; set KPIs and identify opportunities to improve customer value. Oversee customer service on CRM- and loyalty-related inquiries to ensure consistent customer experience.

Translate CRM, loyalty, survey, transactional, and behavioral data into actionable insights and recommendations for digital, merchandising, retail, and brand teams, including a formal customer profile/persona deliverable; manage post-purchase survey reporting/analysis and the build, deployment, and recap of the annual customer survey. Build CRM reporting frameworks and dashboards evaluating campaign and lifecycle performance, incremental revenue, retention, cohort behavior, and channel contribution; produce data/BI queries on product and campaign results.

Manage relevant CRM and data/technology partners — scopes, performance, budgets, implementation projects. Manage and expand the omnichannel (+)points loyalty program, including all loyalty program customer communications and reporting. Manage relevant loyalty agencies/vendors — scopes, performance, and budgets.

In partnership with the VP of E-Commerce, develop annual and monthly CRM revenue forecasts and targets across email/SMS, CRM, and loyalty; identify risks and opportunities against plan and recommend actions to close performance gaps. collects and researches data; uses intuition and experience to complement data; manages competing demands; Project Management

• Develops project plans; coordinates projects; completes projects on time and budget; manages project team activities.

Bachelor's degree from four-year college or university; or one to two years related experience and/or training; 5+ years of experience working in email marketing, CRM and retention.
~ Experience in a premium/luxury e-commerce environment for beauty or lifestyle brands is preferred.
~ Excellent command of English grammar and punctuation.

Language Ability

Read, analyze and interpret business, professional, technical or governmental documents. Effectively present information and respond to questions from managers, customers and the public.
Define problems, collect data, establish facts and draw valid conclusions. Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer Skills

MS Office
Google Suite
Excel, including advanced functions
The New York corporate office is hybrid (3 days in-office, 2 days work from home). Dog-friendly office environment. Full-time employees are eligible for medical, dental, and vision insurance, employer paid life insurance, 401k plan, pre-tax commuter benefits, quarterly gratis, employee discount, long-term and short-term disability leave, and much more. Time off includes paid company holidays, paid vacation/personal/sick/birthday hours, Summer Fridays, and volunteer time.

We do not discriminate on the basis of race, color, creed, religion, gender (including gender identity or expression), pregnancy, childbirth or related medical conditions, sexual orientation, marital status, domestic violence, sexual violence or stalking victim status, ancestry, national origin, alienage or citizenship, age, disability, military or veteran status, genetic information or predisposing genetic characteristic, or other protected status.