Job Description

The CRM Manager will lead the strategy, execution, and optimization of Shinola’s client relationship management programs, focusing on data-driven outreach, loyalty programming, and personalized service experiences. This role requires a blend of analytical skills and a customer-centric approach, working cross-functionally with Marketing, Retail, and Ecommerce teams to build lasting guest relationships.

Responsibilities

• Redefine and rebuild Shinola’s Loyalty Program
• Optimize CRM initiatives across Marketing, Brand, and Channels
• Develop and execute weekly CRM strategies for 1:1 outreach
• Build product-driven outreach strategies for retail teams
• Map the full guest journey to maximize engagement
• Analyze KPIs and CRM data to measure ROI
• Deliver weekly execution results and monthly reports
• Ensure consistent use of CRM platforms
• Serve as the subject matter expert on CRM technology
• Support Shinola’s Loyalty Experience
• Act as the primary liaison between HQ/Marketing and Retail loyalty representatives

Requirements

• 5+ years of experience in CRM, clienteling, loyalty, or customer experience
• Strong knowledge of CRM systems (e.g., Salesforce, Klaviyo, NewStore, HubSpot)
• Analytical mindset with proven ability to track KPIs and measure ROI
• Exceptional communication and organizational skills
• Highly detail-oriented with a passion for creating elevated guest experiences

Benefits

• No benefits