Nike Converse, Senior Manager, Customer Relationship Management & Retention in Boston, Massachusetts
WHAT YOU BRING
Bachelor's degree or equivalent combination of education and experience
7-9 years of proven experience in CRM, lifecycle marketing, retention strategies, or similar role
History of success launching and managing consumer programs to that drive long term value as well as short term financial outcomes
Data-driven, with experience working closely with analytical teams to build testing roadmaps and learning agendas
Ability to synthesize data and insights into clear consumer segmentation strategies and roadmaps
Comfortable working in a fast-paced, cross-functional environment and managing through ambiguity and competing priorities
Experience working with cross-functional teams to optimize existing processes and drive new consumer-centric processes
Strong familiarity with CRM technical capabilities — have worked with CDP and audience targeting tools, campaign management platforms (i.e. Salesforce, Marketo, or equivalent)
History of success leading and driving accountability with agencies and 3rd party partners
ABOUT OUR TEAM
The NA Digital team drives the fast-paced direct-to-consumer business. We balance art and science to drive outstanding consumer experiences that support both brand and commercial objectives.
WHO WE ARE LOOKING FOR
We’re looking for a Senior Manager, CRM & Retention to build omni-channel consumer journeys that drive key purchase behaviors, while deepening Converse’s relationship with our consumers.
The ideal candidate has a passion for putting the consumer at the center of everything you do. You are comfortable working in an ambiguous, fast-paced environment and engaging with a broad spectrum of partners. You’re equally excited about digging into consumer data as well as going through design reviews, and have a confirmed history of working across technical and creative teams to craft exceptional experiences that drive business outcomes.
WHAT YOU WILL WORK ON
If this is you, you’ll be leading acquisition campaigns and retention programs across owned platforms and marketing channels — both online and in-store — inclusive of planning, campaign development & execution, reporting, and ongoing optimization.
Lifecycle Program Development: launch and optimize new programs focused on driving acquisition & retention in order to increase consumer LTV, based on key lifecycle moments (onboarding, new purchasers, lapsed consumers, etc).
Cross-functional GTM planning: partner closely with site merchandising and digital brand partners on seasonal GTM plans, with a sharp POV on priority audiences and consumer segments.
Orchestrate cross-channel journeys: build and optimize cross-channel journeys to deliver the right message to the right consumer at the right time — across digital and in-store touchpoints.
Develop & implement testing roadmap and learning agenda: work with data teams and cross-functional partners to identify core KPI's, and plan/implement tests & analyses that will support key initiatives and deepen our consumer understanding
Campaign Planning and Execution: Develop, execute, and optimize targeted marketing strategies across the funnel – inclusive of triggered, targeted, and broad-based campaigns.
Strategic Framework development: work closely with the Direct of Consumer Growth to develop a unified consumer segmentation framework and 1st party data strategy to advise consumer profiles and cross-functional planning.
WHO YOU WILL WORK WITH
You will report to the NA Consumer Growth Director. You will work very closely with our digital marketing, site merchandising, analytics, and digital product teams—as well as multiple 3rd party vendors and agencies.
NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability. NIKE is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call +1 503-671-4156 and let us know the nature of your request, your location and your contact information.
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