CRM Manager

Catbird is filling an exciting role for a CRM manager, reporting to the VP of Marketing & Communications. In this role, you will partner closely with our marketing, product, and leadership team to develop retention strategies, increase customer loyalty and lifetime value, and mitigate churn across our e-commerce and store customer cohorts. Our ideal candidate is data driven with a deep understanding of the full customer lifecycle and its drivers. 

About Catbird

In our 20 years in business, Catbird has become an icon, the ultimate destination for gifts and jewelry. Founded in Brooklyn, NY, Catbird is a mecca for an international cast of shoppers who come to visit the brick and mortar stores of their beloved website. Both our stores and website are filled with a carefully curated selection of designers, including our in-house line of jewelry. Our Catbird line is made in our Brooklyn studio and with a few trusted partners, using ethically sourced materials and conflict-free stones. Highly trained Catbird jewelers oversee every step of the process. We are dedicated to a return to local manufacturing – what our neighborhood was famous for. Catbird is a proud member of the CFDA, certified Made in New York, and No Dirty Gold.

The key to our success is remaining true to our values:

-We believe in being an anti-racist organization and actively championing diversity, inclusion, and equity

-We believe in making and selling things people will want to keep forever and will bring continuous joy.

-We believe in doing everything we can ourselves. 

-We believe in always thinking of the long game and not focusing on a quick profit.

-We believe we are the best at what we do and we work hard to make sure we know how to sustain it as we grow.

-We believe in treating everyone (coworkers, customers, vendors) with deep respect, kindness, and honesty.

Key Responsibilities

• Extract and analyze CRM data, customer service feedback, customer purchase behavior, and survey insights to build out the following: 

- Streamlined customer dashboards for ongoing and ad hoc analysis

- Summary of key insights and actions to wider team 

- Automated reporting in Catbird’s BI platform, Looker

• Define additional metrics and tracking to measure Catbird’s retention health and brand heat.
• Identify shifts within our customer behavior and relevant actions to drive growth 
• Work closely with marketing to provide data driven direction on lifecycle marketing campaigns across email, SMS, direct mail, and on site.
• Provide data driven framework for Catbird’s pilot loyalty program and clienteling services across e-commerce and store. 
• Work closely with the marketing and merchandising teams to provide insights into audience segmentation, purchase behavior, cross purchase and spend trends. 
• Partner with the marketing and retail teams to create monthly and weekly customer engagement reporting, and measurable KPIs. 
• Work with marketing on A/B testing processes for creative, messaging, send frequency, and timing to constantly improve performance.

Our Ideal Candidate

• 3-5 years experience in corporate strategy, consulting, or CRM experience 
• Strong data analytics and qualitative skills, SQL is a strong plus! 
• Deep experience in analytics platforms (Looker, Google Analytics)
• Experience with customer research methods – including coding and deploying surveys, and social listening
• Ability to translate insights into actionable strategies 
• A strong communicator who enjoys collaborating with small, cross functional teams
• A passion for the Catbird brand and sustainability mission is a strong plus!

Perks & Benefits

• Healthcare eligibility following 30 days of hire with 75% of the medical premium covered by Catbird. And 25% of the premium is covered for children. We also offer dental and vision. 
• 15+ vacation days and 7 sick days, plus an extra day off during the month of your birthday 
• 401(k) with profit sharing and safe harbor contribution eligibility after one year of employment. We invest through a portfolio focused on socially responsible funds. 
• Professional Development Stipend: an allotment of $200/year, plus other workshops and talks throughout the year 
• Parental Leave: 12 weeks are 100% paid. 
• The Catbird Giving Fund: We vote as a company on what organizations to support. A portion of all sales, year round, are donated to nonprofits aligned with our core beliefs of equality and helping others. 
• A generous employee discount
• Pre-taxed MetroCards to save money on getting to work!
• Discounted Citi Bike Annual Membership
• Regular company-wide parties, brunches & happy hours 
• A warm, casual work environment where people can really be themselves