Customer Retention Manager jobs in Vermont

Description

WHO WE ARE

Simon Pearce, founded in 1971, is a luxury home brand renowned for its embrace of "perfect imperfection" in handmade glassware and pottery inspired by the textures and patterns found in nature. Beginning with a single shop in Kilkenny, Ireland, the company has grown into a network of skilled artisans dedicated to crafting thoughtfully made, functional pieces. With a commitment to traditional glassblowing techniques, while innovating processes to meet contemporary demands, Simon Pearce creates visually appealing products with a timeless aesthetic, such as the Ascutney whiskey glass and the Woodstock wine glass. Headquartered in Windsor, Vermont, with a distribution center in Oakland, Maryland, Simon Pearce operates retail stores and production facilities across these locations, including a flagship destination in Quechee, Vermont, offering immersive retail experiences and an acclaimed farm-to-table restaurant. Central to its ethos is a deep appreciation for customers who share a love for handmade products while fostering a culture of care for employees and the environment. Through this dedication, Simon Pearce continues its legacy of creating meaningful pieces intended to be used, enjoyed, and cherished for years to come.

We offer competitive pay and a benefit package that includes: medical, dental, and vision coverage, employer paid life & disability, paid time off, 401k retirement plan with employer match, and tuition reimbursement assistance.  Additionally, we offer exclusive employee discounts on both our glass and pottery products and at our exquisite restaurant.  

WHAT YOU WILL DO

The Retention Marketing Manager will be pivotal in driving customer retention and loyalty through email and SMS marketing strategies. This position requires a proactive individual with a proven track record in managing retention programs, fostering partnerships with external agencies, and optimizing campaigns to maximize engagement and revenue.

Strategic Partnership Management

• Cultivate and maintain relationships with external agencies and partners supporting email and SMS channels.

• Collaborate closely with partners to align strategies, set objectives, and ensure seamless execution of campaigns.

End-to-End Campaign Management:

• Oversee the entire lifecycle of email and SMS campaigns, from strategy development to deployment, monitoring, and performance analysis.

• Input briefs for internal design teams, ensuring alignment with brand guidelines and business objectives.

• Conduct quality assurance (QA) checks to guarantee content and audience targeting accuracy.

Content Calendar Management:

• Develop and manage a comprehensive email and SMS content calendar, coordinating with various internal teams and external partners.

• Ensure campaign alignment with the overall marketing calendar and prioritize initiatives based on GTM priorities.

Optimization and Automation:

• Implement marketing automation techniques to enhance the efficiency and effectiveness of campaigns, including triggered programs and personalized messaging.

• Continuously optimize campaigns through A/B testing, modifying copy, creative elements, and timing to improve performance metrics.

Data Analysis and Reporting:

• Utilize key metrics to analyze campaign results and derive actionable insights for optimization.

• Generate comprehensive reports with insights and recommendations to drive strategic decision-making and further enhance retention efforts.

Loyalty Program Growth:

• Develop and execute strategies to grow the Simon Pearce loyalty program, enhancing program engagement and redemption rates.

• Optimize the loyalty site experience and communication strategies to drive customer retention and loyalty.

Qualifications

• Bachelor's degree or equivalent work experience.

• Minimum of 4 years of experience in email and SMS campaign management, preferably in a retail or eCommerce environment.

• Proficiency in web-based marketing applications such as Klaviyo and Attentive.

• Strong understanding of key email/SMS metrics and best practices.

• Knowledge of regulatory requirements such as CAN-SPAM.

• Impeccable attention to detail and commitment to quality assurance.

• Ability to thrive in a fast-paced environment and manage multiple tasks effectively.

• Excellent critical thinking, problem-solving, and communication skills.

• Proven track record of analyzing email analytics and translating data into actionable insights

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to stand, walk, and reach with hands and arms. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually quiet.

Simon Pearce is committed to the policy of equal employment opportunity and to providing all employees with the work environment necessary to enable them to advance on merit as far as their talents and skills will take them, without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, genetic information, status as a protected class of veteran, or any other legally protected status.