CRM & Loyalty Specialist

12th Tribe • Full-time • Los Angeles, California, United States • 2w ago

Location: Los Angeles, CA (Hybrid or Remote)
Reports to: Senior Director of eCommerce & Digital Marketing
Experience Level: 3+ years

About the Role

We’re looking for a data-driven, creative, and retention-focused CRM & Loyalty Manager to own our customer lifecycle—from first purchase to lifelong loyalty. Under the leadership of the Senior Director of Ecommerce & Digital marketing, you’ll collaborate on the strategy, execution, and optimization across email, SMS, app, and loyalty programs to drive retention, repeat purchase, and customer LTV.

What You’ll Do

CRM & Retention Strategy

Develop and execute CRM strategies that increase customer retention, repeat purchase rate, and overall LTV.
Manage end-to-end customer lifecycle campaigns, from onboarding to re-engagement.
Partner with performance marketing and e-commerce teams to ensure consistent messaging across all touchpoints.

Email, SMS, & App Marketing

Build automated and campaign sends in Klaviyo and Attentive, optimizing for engagement, conversion, and deliverability.
Collaborate with creative and merchandising teams on storytelling, product segmentation, and seasonal messaging.
Manage push notifications and in-app engagement through Tapcart to drive mobile conversions.

Loyalty & Retention Programs

Assist in developing and executing the brand’s loyalty program strategy—structure, tiering, rewards, and communications.
Partner with vendors and internal teams to integrate loyalty seamlessly across Shopify and marketing channels.
Analyze performance and customer feedback to evolve the program for higher participation and ROI.

Data, Reporting & Segmentation

Build customer segments for personalized communications based on behavior, purchase history, and predicted LTV.
Manage our agency to report on CRM KPIs (retention, churn, repeat rate, AOV, LTV, email/SMS revenue contribution).
Collaborate to identify opportunities for improved targeting and automation.

What We’re Looking For

3+ years of experience in CRM, email, SMS, or loyalty marketing—ideally in a DTC or eCommerce environment. Experience in fashion or beauty is required
Hands-on experience with Shopify, Klaviyo, Attentive, Tapcart, and loyalty platforms (e.g., LoyaltyLion, Smile.io, Yotpo).
Strong understanding of customer segmentation, automation, and data-driven marketing.
Excellent project management and cross-functional collaboration skills.
Passion for fashion, lifestyle, or consumer brands with a strong brand voice.