Senior Manager, Loyalty & CRM
Skybound EntertainmentLos Angeles, CA
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Sr. Manager, Loyalty & CRM
Reporting to the VP of Product & Strategy, the Sr. Manager of Loyalty & CRM plays a key role within the Skybound Entertainment consumer products division where we are launching video games, board games, collectibles, and merchandise for diehard fans, community, and loyal customers.
The Sr. Manager, Loyalty & CRM will be responsible for launching a loyalty program to strengthen our relationships with our customers. This individual will oversee our email and SMS channels, loyalty program, and retention efforts using CRM to ultimately increase purchase frequency and customer lifetime value. As the subject matter expert in the Marketing group, this role has room for significant growth and management potential.
Create high-level CRM objectives and benchmarks for all customer-facing processes -- DTC marketing, brand, customer experience and e-commerce.
Work closely with online content team to develop CRM strategy and objectives for Skybound's lineup of programming and events
Define Skybound's customer tiers and work with brand teams to define a strong brand voice.
Own all aspects of the communications program, including all email and/or SMS sends, acquisition/list growth, segmentation, and triggered, transactional and lifecycle programs
Establish email and CRM strategy, with a strong focus on initial conversion, with a subsequent shift to retention, cross-selling, and engagement opportunities to drive business objectives around increased customer retention, order frequency, lifetime value, and profitability
Build and maintain an eco-system of triggered customer journeys that are tailored around the individual.
Manage the email creative process by working closely with internal teams and agencies
Develop a Loyalty marketing calendar that includes necessary incentives and messages to drive purchase frequency.
Identify opportunities for Loyalty program evolution and action upon these opportunities
Identify appropriate engagement and retention metrics and develop a reporting framework to measure the success of our efforts.
Coordinate with the Brand Management, Social Media, and Direct-to-Consumer teams to ensure close alignment and support across channels.
Develop a process and support Paid Media strategy to acquire new profitable customers
Work directly with the CTO and Director of Ecommerce to identify, assess, onboard, and customize experiences in the customer journey and loyalty touchpoints
Keep up to date on industry best practices and provide recommendations for internal strategies.
Formulate the case to build and manage a team as Skybound grows.
Bachelor's degree in Communications, Marketing or related field.
5+ years of experience in email/SMS marketing, loyalty program, and CRM.
Experience preferably with Klaviyo, Mailchimp, Autopilot, but open to other ESPs.
Experience with using SMS and other communication channels.
Experience with launching and/or overseeing a successful Loyalty program.
Experience with CRM tools and using it to create various retention campaigns.
Experience with metrics and modeling CLTV, Churn Rate, and Orders per Customer
Experience driving growth through Recency, Frequency, and Monetary model.
Understanding of email standards and regulations, tech stacks, file growth, deliverability.
Solid understanding of customer segmentation and offer testing principles with a track record of applying these principles to deliver incremental sales and profit.
Experience with other Digital Marketing channels a plus (SEO, SEM, Paid Social, Video, etc.).
Creative and able to think on your feet.
Must enjoy working in a dynamic, fast-paced environment and willing to roll up your sleeves.
Strong organizational, analytical, prioritization, interpersonal, problem-solving, and presentation skills with a strong attention to detail.
Excellent communication skills - both oral and written
Skybound Entertainment is a multiplatform content company that works closely with creators and their intellectual properties, extending their stories to further platforms including comics, television, film, tabletop and video games, books, digital content, and beyond. The company is the home of notable properties including The Walking Dead, Invincible, and Super Dinosaur.
On screen, Skybound holds a first-look television deal with Amazon Studios and a first-look movie deal with Universal. Additional strategic partnerships across the entertainment industry include comic book publishing with Image Comics, book publishing with Simon & Schuster, and a first-look narrative audio deal with Audible.
Equal Opportunity Employer
At Skybound we value diversity and are looking for extraordinary employees of all backgrounds! Skybound is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, hair texture or veteran status. In addition to federal law requirements, Skybound complies with all applicable state and local laws governing nondiscrimination.
Skybound will consider applicants with criminal histories in a manner consistent with the CA Fair Chance Act and Los Angeles Fair Chance Initiative for Hiring Ordinance.