CRM Manager

Position Title: CRM Manager

Department: Marketing

Reports To: Chief Product and Marketing Officer

General Summary:

The CRM Manager is a full-time position that is responsible for development, execution, and continuous refinement of multi-channel Consumer Relations and the development of programs, roadmaps, and consumer relation strategies. Reporting to the Chief Product and Marketing Officer and collaborating intimately with the Marketing, eCommerce, Sales Operations, Customer Service, IT and Executive teams, the CRM Manager role will be centered on consumer data management, consumer segmentation, loyalty, and retention programs for Far Bank and all brands in the Far Bank portfolio (Sage Fly Fishing, Redington, RIO Products, and Fly Water Travel.

The CRM Manager position requires extensive cross-functional collaboration, good communication skills, excellent project management skills, and a process/data-focused aptitude that will enable the position to effectively execute multiple responsibilities and deliverables.

The CRM Manager plays the key role in the formation of ongoing CRM strategies with a view of maximizing KPI improvement, ROI, and business impact, and must have a clear understanding of how to leverage consumer behavioral, lifestyle, transactional, and demographic data to deliver impactful consumer engagement programs, with a vision of growing consumer loyalty and increasing their lifetime value to Far Bank.

Essential Job Functions:

• CRM
  • Implement and leverage CRM platform to better target consumer marketing capabilities
  • Drive adoption of CRM and usage across all departments to ensure we are capturing a 360 view of our consumer interactions
  • Establish the consumer data lifecycle for Far Bank and all brands in the portfolio (Sage Fly Fishing, Redington, RIO, Fly Water Travel) inclusive of the data collected, what we profile, what we infer, who is accountable, and what our consumer model looks like over time
  • Leverage data collection component for stronger customer intelligence and website experience
  • Create models against consumer lifetime value, retention, churn, loyalty, and advocacy programs
  • Oversee and coordinate the implementation of new CRM campaign management tools including email service provider integration, frontend integration, and CRM integration
  • Share new and emerging CRM best practices to establish and maintain a competitive edge in consumer acquisition
• Email Marketing
  • Work with Marketing Managers to coordinate, distribute, and monitor email newsletters utilizing advanced segmentation
  • Work with DTC Sales Manager to coordinate, distribute, and monitor automation emails and post transactional emails
  • Strategize, develop, test, and implement other relevant consumer communications included SMS and other multi-channel communications
• Analytical Reporting
  • Develop consumer segmentation models based on common characteristics including purchase history, consumer type, consumer behavior, and demographics
  • Drive continual optimization of onsite product recommendations, cross-selling and merchandising opportunities based on segmentation models and desired actions/outcomes
  • Provide strategic guidance to CRM strategies that will drive maximum ROI, including journey mapping and consumer touchpoints to increase brand affinity and sales opportunities
  • Provide monthly analytics reports highlighting trends/successes/opportunities for improvement. Also include interpretations and proposals for modifying what isn't working. Reference best-in-class examples both inside and outside of the outdoor industry for benchmarks to improve our business

Knowledge, Skills and Abilities:

• Expertise in CRM technology platforms including implementation, development, and management of corporate-level CRM programs/campaigns and consumer acquisition/retention strategies
• Experience in a digital marketing role for CPG, sporting goods equipment, or a brand with an emotional connection to its consumers
• Experience and extensive knowledge of e-commerce and digital marketing platforms, technology, trends, and sophisticated analytics
• Strong knowledge in CRM segmentation, campaign management, direct marketing, data mining, database marketing, and email marketing
• Experience with digital analytics reporting tools
• Strong analytical skills coupled with project management and planning skills
• Fully proficient with Microsoft Office (Excel, Word, PowerPoint and Outlook)
• Team-oriented with a positive attitude and willingness to work hard, travel, and work weekends and/or long hours
• Highly motivated, flexible, self-directed, and outgoing personality
• Proven project management skills including planning, budgeting, time management, prioritization, problem solving, decision making, and communication - both written and verbal
• Acute attention to detail
• Strong interest in fly fishing and/or the greater outdoor lifestyle

Education and Experience:

• Bachelor's degree
• 3-5 years prior experience in CRM space, including marketing, analytics, strategy and consumer insights
• Preferred experience in high-end active outdoor products

Note: The statements herein are intended to describe the general nature and level of work performed by employees, but are not a complete list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Current Openings for CRM Manager Jobs at Far Bank Enterprises