Manager of Customer Retention Marketing (CRM)

Reporting to the Vice President of Marketing, the Manager of Customer Retention Marketing (CRM) is responsible for driving customer acquisition, retention, and lifetime value across the Juliska and Capucine De Wulf ecosystem through Email Marketing, Loyalty, Registry, and Clienteling initiatives. This role oversees the execution and optimization of the brand’s CRM strategy across Klaviyo, the Juliska Loyalty Program, Registry lifecycle marketing, and the Endear Clienteling Platform. Working cross-functionally with Ecommerce, Marketing, Creative Services, the Flagship Store, and Registry teams, this individual ensures a seamless omnichannel customer experience that strengthens engagement, drives repurchase, and deepens brand loyalty. This role is also responsible for reporting and analyzing key CRM and retention KPIs to identify opportunities for growth, segmentation, personalization, and increased customer lifetime value.ResponsibilitiesOwn and optimize the CRM strategy across Email, Loyalty, Registry, and Clienteling channels. Develop and execute omni-channel retention programs designed to increase customer lifetime value, repeat purchase behavior, and cross-channel engagement. Manage and optimize all email marketing initiatives including campaign execution, triggered flows, transactional emails, segmentation, personalization, and testing strategies. Maintain and oversee CRM and email marketing calendars in partnership with Ecommerce, Marketing, and Creative Services teams. Analyze customer behavior, purchase patterns, and lifecycle cohorts to develop targeted messaging strategies across the marketing funnel. Partner closely with the Flagship Store Director and Registry Team to identify opportunities that strengthen customer retention and enhance the registry experience. Monitor and analyze CRM, Loyalty, Registry, and Email performance metrics to identify opportunities to improve engagement, conversion, average order value, and purchase frequency. Produce weekly and monthly KPI reporting to track performance across retention and lifecycle marketing initiatives. Manage and understand the CRM technology ecosystem, including Klaviyo, Loyalty platforms, Registry systems, and clienteling tools, ensuring strong operational execution and systems integration. Collaborate with internal teams and external implementation partners to scope projects, prioritize initiatives, and manage deliverables. Stay informed on industry trends, best practices, and emerging technologies within Ecommerce, CRM, and loyalty marketing. Support a collaborative, solutions-oriented team environment while contributing to broader department and company initiatives as needed. RequirementsStrong analytical and problem-solving skills with the ability to translate data into actionable insights. Advanced proficiency in Excel, Google Sheets, and reporting tools. Experience managing email marketing platforms; Klaviyo experience strongly preferred. Experience with Yotpo or similar loyalty and retention platforms preferred. Strong understanding of CRM strategy, customer segmentation, lifecycle marketing, and retention best practices. Exceptional communication, organization, and project management skills. Ability to manage multiple priorities in a fast-paced, collaborative environment. Strong attention to detail and commitment to executional excellence. Understanding of Ecommerce trends, customer acquisition, and omnichannel retail strategies. Luxury, fashion, home, or lifestyle brand experience preferred. Education & ExperienceBachelor’s degree in Marketing, Business Administration, or related field preferred. Minimum of 3 years of experience in Ecommerce, CRM, or Digital Marketing, with Email Marketing serving as a core responsibility. Experience working within a luxury or premium consumer brand environment preferred. Our Brands:JuliskaAs newlyweds and unabashed romantics, Capucine & David Gooding founded Juliska in 2001 with a small collection of mouth-blown Bohemian glasses. Today, Juliska makes hundreds of products for the table and home inspired by the joy of gathering to create unforgettable moments. Sold through Juliska.com, Neiman Marcus, Bloomingdales, and a thousand discerning specialty retailers across the US and Internationally. www.juliska.comCapucine De WulfLaunched in 2018, Capucine De Wulf celebrates Love, Authentic Beauty and Womanhood through gorgeous jewelry. Sold through capucinedewulf.com and a growing group of select US retailers. www.capucinedewulf.comOur Core Values:Mighty HeartedWe are 'all in' through thick and thin! An attitude of gratitude, thoughtful, kind, trustworthy. Focused on results but unafraid of taking risks and exploring new ideas.Team PlayersAll for one and one for all. A collaborative and inclusive mindset to propose, challenge, listen, and drive solutions. Roll up our sleeves and support co-workers for the greater good.Positive MindsetNo negativity, cynicism, drama. Confront problems with a glass-half-full mindset and always focus our energy on solutions. Embrace the inevitable challenges as integral to the exciting journey towards progress.Creative Thinkers Who GSD (Get Stuff Done)Great results come from creative thinking. Self-motivated and pro-active, often working with minimal supervision. A healthy impatience for continuous improvement and accountability.Fun LovingEmbrace good humor and occasional lighthearted silliness with a sense of fun and joy. Love to laugh! We never take ourselves too seriously.Our employment process is in accordance with the laws that prohibit discrimination against qualified individuals on the basis of race, religion, color, gender, age, national origin, physical or mental disability, genetic information, veteran’s status, marital status, gender identity and expression, sexual orientation, or any other status as protected by appliable law.Juliska is an equal opportunity employer.