Job Information
Volcom CRM / Marketing Associate in Costa Mesa, California
Title: CRM / Marketing Associate
From boutique-brand culture to big-box retail, Liberated Brands thinks differently and has global scale servicing over 60+ countries. With over three decades of experience in brand-building, we are enhancing what a full-service license model can look like. We focus on the fundamentals of designing, producing, distributing, and marketing our brands and products, but always leave room for the x-factors to lead the way. Our expertise spans all sales channels, from direct-to-consumer to specialty wholesale and everything in between, both physical and digital. This Liberated approach creates a unique and powerful balance between brand-culture and sustainable growth. Join us and experience the benefits of being truly Liberated.
WHAT YOU’LL DO:
The CRM / Marketing Associate will be responsible for developing and executing customer relationship management (CRM) and loyalty programs and initiatives to improve customer retention, increase brand loyalty, and drive revenue growth. This role requires a combination of analytical, creative, and technical skills to create and implement strategies that effectively engage and retain our customer base, spanning multiple brands.
KEY RESPONSIBILITIES:
CRM Strategy: Execute CRM strategies that align with company goals, focusing on segmentation, targeting, and personalization.
Loyalty Program Management: Design, implement, develop and oversee customer loyalty programs aimed at retaining and engaging customers, increasing their lifetime value, and fostering brand loyalty.
Customer Segmentation: Segment the customer database for each brand to deliver personalized and targeted marketing campaigns. Identify, analyze and interpret trends or patterns to provide actionable insights that improve conversion, customer experience or optimization for the overall websites.
Email & SMS Marketing: Develop automated journey workflows for both email and SMS channels, executing marketing campaigns for multiple brands. This including: segmentation strategy, template design, content creation, and campaign performance analysis. Provide optimizations and opportunities, consistently testing to improve performance metrics.
Data Analysis: Analyze customer data and behavioral patterns across all brands to identify opportunities for enhancing customer engagement and loyalty. Provide data-driven insights to inform decision-making.
Cross-functional Collaboration and Coordination: Collaborate with digital designers, merchandisers, marketing, retail stores, buyers and customer support teams to align loyalty program campaigns and initiatives with overall business strategies and ensuring seamless coordination.
Vendor management and communications: Manage the Loyalty program for both online/in-store integrations with external partners, identifying issues or discrepancies in data, troubleshooting bugs, and new product enhancements (ex. a shopping app).
Reporting and Metrics: Monitor and report on key performance indicators (KPIs) related to customer retention, engagement, and loyalty program performance across multiple brands. Provide detailed reporting to be shared with key stakeholders.
Customer Feedback: Collect and analyze customer feedback across all brands to drive data-informed decisions and continuously enhance the customer experience.
Compliance: Ensure that CRM and loyalty practices comply with relevant privacy and data protection regulations for each brand.
As an ever-evolving business, other duties may be assigned or required.
WHAT YOU’LL NEED:
Bachelor's degree; marketing, business, or a related field is preferred.
2-4 years of experience in Ecommerce, email marketing, retention, and/or loyalty program management.
Proficiency in CRM software and/or digital marketing tools, preferably with enterprise-level platforms (i.e. Klaviyo, Adobe Campaign, Lexer, SMSBump, Yotpo, Salesforce).
Experience with loyalty programs and performance is a plus.
Proficient in analytics tools (ex. Google Analytics, PowerBI, Looker Studio, Adobe Analytics).
Knowledge of customer segmentation and targeting techniques.
Exceptional analytical, organizational, time management, and interpersonal skills.
An agile team member with the ability to pivot swiftly to meet dynamic business objectives.
Competence to problem-solve independently.
Results-driven and customer-centric mindset.
Dependable and a genuine, positive attitude.
Passion for the active sports lifestyle (Surf, Skate, Snowboard) and/or Fashion.
Curious mentality!
This position requires some on-site hours at our HQ in Costa Mesa, CA; however, some duties can be performed remotely.
LIBERATED PERKS:
Collaborative culture with amazing family vibe
Discounts on Liberated Merch
Medical, Dental, and Vision Benefits (majority employer paid)
401k with employer match (based on eligibility)
Surf and Snow Team Building Days
Summer Half Day Fridays
Paid Time Off
Referral Program
Liberated Brands is committed to fair and equitable compensation practices. The salary range for this role in Costa Mesa, CA is $60,000 - $70,000. This position is hybrid and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location.
We are an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law.
If you are unable to complete this application due to a disability, please contact Customer Service to ask for an accommodation or an alternative application process: 1 (855) 330-0188 or ADAaccommodations@liberatedbrands.com. #LI-Hybrid