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CRM & Loyalty Manager
CRM & Loyalty Manager12th Tribe • Los Angeles, CA, US
CRM & Loyalty Manager

CRM & Loyalty Manager

12th Tribe • Los Angeles, CA, US
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Job Description

Job Description

Salary : $80-85k, DOE

Location : Los Angeles, CA (Hybrid or Remote)

Reports to : Senior Director of eCommerce & Digital Marketing

Experience Level : 3+ years

About the Role

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

What Youll 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 brands loyalty program strategystructure, 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 Were Looking For

  • 3+ years of experience in CRM, email, SMS, or loyalty marketingideally 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.
  • Experience with A / B testing, GA4, or attribution platforms (e.g., Triple Whale, Northbeam).
  • Background in app engagement or push notification strategy.

    • Nice to Have

  • Strong creative sensibility and copywriting experience for CRM campaigns.
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