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Senior Manager, CRM & Retention / Gestionnaire principal(e), CRM et Fidélisation
RUDSAK
Montreal, CAN
Full Time
Manager
Today
CRM StrategyLifecycle MarketingEmail MarketingSMS MarketingSegmentationPersonalization
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CRM StrategyLifecycle MarketingEmail Marketing
About the Role
RUDSAK is seeking a Senior Manager, CRM & Retention to lead customer lifecycle strategy across Email and SMS marketing in Canada and the US. The role involves driving retention, repeat purchase rate, and customer lifetime value through data-driven initiatives.
Key Skills for This Role
CRM StrategyLifecycle MarketingEmail MarketingSMS MarketingSegmentationPersonalization
Responsibilities
- Own the Email and SMS marketing programs across Canada and the United States
- Manage promotional and lifecycle communication calendars
- Optimize customer journeys including Welcome, Browse Abandonment, Cart Abandonment, Post Purchase, VIP, Win Back, and Reactivation programs
- Develop segmentation and personalization strategies to improve engagement, retention, and revenue
- Partner with Merchandising, Creative, Retail, and E Commerce teams to support commercial objectives
- Lead customer segmentation strategies leveraging RFM analysis, behavioral data, purchase history, and Customer 360 insights
- Identify opportunities to improve retention, repeat purchase rate, customer lifetime value, and engagement
- Develop strategies for VIP, loyal, at risk, and lapsed customer segments
- Act as business owner of customer data within Klaviyo and related CRM platforms
- Support the development of RUDSAK's future loyalty program roadmap
- Develop reporting, insights, and recommendations to support strategic decision making
- Manage CRM related technology partners, agencies, and vendors
Requirements
- 5+ years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Intelligence
- Hands on experience with Klaviyo, Attentive or similar CRM platforms
- Experience developing segmentation strategies, RFM models, and lifecycle marketing programs
- Strong understanding of CRM data management, retention analytics, and customer profiling
- Analytical mindset with ability to translate customer insights into business recommendations
- Strong communication, project management, and stakeholder management skills
Full Job Posting
About the Role
- RUDSAK is seeking a Senior Manager, CRM & Retention to lead the evolution of customer lifecycle strategy across Email and SMS marketing in Canada and the United States.
- Reporting to the Director, E Commerce & Digital Marketing.
- Responsible for driving customer retention, repeat purchase rate, customer lifetime value, and CRM attributed revenue.
Key Responsibilities
- Own the Email and SMS marketing programs across Canada and the United States.
- Manage promotional and lifecycle communication calendars.
- Optimize customer journeys including Welcome, Browse Abandonment, Cart Abandonment, Post Purchase, VIP, Win Back, and Reactivation programs.
- Develop segmentation and personalization strategies to improve engagement, retention, and revenue.
- Partner with Merchandising, Creative, Retail, and E Commerce teams.
- Lead customer segmentation strategies leveraging RFM analysis, behavioral data, purchase history, and Customer 360 insights.
- Identify opportunities to improve retention, repeat purchase rate, customer lifetime value, and engagement.
- Develop strategies for VIP, loyal, at risk, and lapsed customer segments.
- Act as business owner of customer data within Klaviyo and related CRM platforms.
- Ensure data quality, segmentation accuracy, and CRM governance best practices.
- Support the ongoing evolution of RUDSAK's Customer 360 strategy.
- Partner with Retail Operations and Store Leadership to improve customer identification and data collection in store.
Qualifications
- 5+ years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Intelligence.
- Hands on experience with Klaviyo, Attentive or similar CRM platforms.
- Experience developing segmentation strategies, RFM models, and lifecycle marketing programs.
- Strong understanding of CRM data management, retention analytics, and customer profiling.
- Analytical mindset with ability to translate customer insights into business recommendations.
- Experience within retail, fashion, luxury, or omnichannel environments preferred.
- Strong communication, project management, and stakeholder management skills.
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