Senior Manager, CRM & Loyalty

The Senior Manager, CRM & Loyalty is a strategic and hands-on leader responsible for owning Windsor’s customer lifecycle marketing and loyalty strategy. This role will lead a team of three lifecycle marketers and play a critical role in shaping how Windsor acquires, engages, retains, and grows customers across channels.

As the customer experience champion, this leader will develop and execute data-driven, omni-channel lifecycle programs while spearheading the rollout and ongoing evolution of Windsor’s loyalty and customer engagement strategy. The ideal candidate brings a strong blend of strategic thinking, analytical rigor, people leadership, and deep experience building CRM and loyalty programs that drive meaningful customer relationships and revenue growth.

Essential Job Functions & Responsibilities:

Customer Lifecycle & CRM Strategy

• Serve as the customer experience champion and owner of the Windsor customer journey map, delivering timely, relevant, and value-driven communications across the full customer lifecycle
• Develop, implement, and optimize omni-channel lifecycle marketing programs across email, SMS, and push notifications
• Identify gaps in retention and engagement to drive repeat purchase, increased share of wallet, and long-term brand affinity
• Drive personalization and dynamic content strategies to improve engagement, conversion, and lifetime value

Loyalty & Customer Engagement

• In partnership with the VP of Omnichannel Marketing, lead the strategy, launch, and ongoing optimization of Windsor’s loyalty program across online and in-store channels
• Grow the loyalty program into a best-in-class customer engagement platform that drives retention, frequency, and advocacy without relying on promotional offers and couponing
• Partner cross-functionally to ensure loyalty benefits, messaging, and experiences are clearly communicated and consistently executed

Data, Insights & Optimization

• Direct audience segmentation, targeting, and data queries to support lifecycle programs and ad-hoc campaigns
• Oversee analysis and reporting of complex data sets to generate actionable insights and inform program strategy
• Own CRM testing and experimentation roadmap, measuring real-world impact of lifecycle, loyalty, and optimization efforts
• Ensure performance metrics and learnings are shared and embedded into ongoing team workflows

Team & Cross-Functional Leadership

• Lead, coach, and develop a team of three lifecycle marketers, fostering a culture of accountability, innovation, and continuous improvement
• Partner closely with Marketing, E-commerce, Creative, Analytics, Store Operations, and IT teams to improve customer experience and unlock revenue opportunities
• Drive the CRM, segmentation, and reporting roadmap in collaboration with internal technical teams and external partners

Platform & Execution Excellence

• Oversee day-to-day management of customer databases and ESP platforms
• Ensure email, SMS, and push programs follow best practices to maximize deliverability, engagement, traffic, and revenue
• Manage third-party vendors and partners, including roadmap planning, issue resolution, and collaborative working sessions
• Support customer file growth through best-in-class data capture, hygiene, onboarding, and attrition prevention tactics

Key Qualifications & Requirements:

• 5+ years of experience in CRM, lifecycle marketing, or database marketing roles
• Proven success building, scaling, and optimizing lifecycle programs across acquisition, onboarding, retention, promotions, and win-back
• Strong background in segmentation strategy, CRM infrastructure, personalization, and lifecycle roadmap planning
• Demonstrated experience developing, managing, and growing loyalty programs (omni-channel experience strongly preferred)
• Advanced analytical skills with the ability to synthesize complex data into clear insights and recommendations
• Proven ability to translate strategy into executable plans and drive programs to completion
• Experience executing and measuring email, SMS, and app push campaigns
• Track record of identifying and testing new growth opportunities tied to company goals
• Bachelor’s degree in Marketing or a related field preferred
• 4+ years leading lifecycle marketing planning, CRM roadmaps, analytics, email, and loyalty programs
• Experience in omnichannel and DTC industries (retail and/or fashion strongly preferred)
• Demonstrated ability to partner with IT on database and CRM development initiatives
• Experience with data and reporting tools (e.g., Alteryx, Tableau, BI)
• Hands-on experience with ESPs (Listrak a plus)
• Working knowledge of SQL and JavaScript; familiarity with HTML and Photoshop
• Proficiency in Microsoft and Google productivity tools
• Strong storytelling skills with the ability to present insights and recommendations to senior leadership
• Executive presence with a collaborative, relationship-driven leadership style

Physical/Environmental Demands and Overtime & Availability:

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Sedentary work. Exerting up to 10 pounds of force occasionally and/or a small amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Adequate movements (motions) of the wrists, hands, and/or fingers. Team members are required to have close visual acuity to perform activities such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

*Job descriptions are merely a summary of the position. Duties and responsibilities are subject to change and may include any other that management finds necessary to successfully maintain business operations.

WINDSOR EQUAL OPPORTUNITY EMPLOYER