Made by Mary is hiring: Lifecycle Marketing Manager in Bluffdale

WHAT WE DO:

At Made by Mary, we create pieces as unique, beautiful, and special as your story. Though our jewelry is beautifully simple, each piece embodies what’s meaningful to you and connects you to your most precious memories, people, and milestones.

We have a passion for customer-first creativity, high performance, brand building, customer service, quality, and storytelling. Since 2013, we’ve grown from a side project to a team of artisans, designers, problem solvers, creators, and original thinkers. We show up for each other, work hard, play hard, and put our whole hearts into what we do.

WHAT YOU’LL DO:

As the Lifecycle Marketing Manager at Made by Mary, you will spearhead the development and execution of personalized marketing strategies that enhance every stage of the customer journey. You will own e-mail and SMS as primary channels of driving returning customers and repeat purchases. Your role will also involve creating detailed customer personas and journey maps, segmenting the customer base, and designing multi-channel campaigns with a focus on email, SMS, direct mail, social media, and loyalty programs. You will collaborate closely with the brand/creative and customer support teams to ensure cohesive and engaging experiences across all touchpoints. Additionally, you will work and support customer service and social media teams to collect and analyze customer feedback, reviews, and social interactions to refine our marketing strategies, improve user experience (UX), and foster community engagement.

By leveraging data-driven insights and customer feedback, you will optimize campaign performance, implement retention programs like loyalty rewards and referral initiatives, and continuously refine strategies through A/B testing and analysis. Your leadership will foster a culture of innovation and continuous improvement, driving customer engagement, retention, and loyalty to new heights. Your primary goal is to increase returning customers and the lifetime value of the customers.

Duties + Responsibilities

Customer Journey Mapping and Segmentation:

• Develop and implement comprehensive lifecycle marketing strategies to engage customers at every touchpoint, from acquisition to retention.
• Utilize customer data, insights, and feedback from surveys and reviews to create detailed customer personas and journey maps.
• Segment the customer base to deliver personalized marketing campaigns that resonate with specific audience segments.
• Manage reviews and survey programs to provide consistent feedback to the team and strengthen social proof.

Campaign Planning and Execution:

• Design, execute, and optimize multi-channel marketing campaigns, including email, SMS, social media, direct mail, and in-app notifications.
• Collaborate with the content and creative teams to develop compelling messaging and visuals that align with the brand’s identity and values.
• Manage the end-to-end campaign process, from planning and execution to performance analysis and optimization.
• Work with the product and development teams to create automated workflows and triggered messaging for different lifecycle stages.

Retention and Loyalty Programs:

• Develop and manage customer retention programs, including loyalty rewards, referral programs, win-back campaigns, and re-engagement strategies.
• Analyze customer behavior, purchase history, and feedback to continuously improve retention efforts and enhance the overall customer experience.
• Implement personalized recommendations and dynamic content to drive repeat purchases and increase customer lifetime value.
• Utilize customer surveys and feedback to tailor loyalty programs and ensure they meet evolving customer needs while prioritizing lifetime value and repeat purchase rate.

Data Analysis and Reporting:

• Monitor and analyze key performance metrics related to customer lifecycle stages, including acquisition, activation, retention, churn, and customer lifetime value.
• Utilize data-driven insights to inform marketing strategies and optimize campaign performance.
• Create and present reports on lifecycle marketing performance, highlighting successes, challenges, and areas for improvement.
• Conduct A/B testing and other experimentation to continually refine and improve campaign effectiveness.

Cross-functional Collaboration:

• Collaborate with product, sales, customer service, and e-commerce teams to ensure a cohesive approach to customer engagement.
• Partner with the Director of Brand and Creative to maintain a consistent brand voice and visual identity across all customer touchpoints.
• Coordinate with external vendors, agencies, and technology partners as needed to enhance marketing efforts and achieve business goals.
• Align with the customer service team to ensure that feedback and insights from customers are incorporated into lifecycle strategies.
• Work closely with social media teams to monitor customer sentiment, gather actionable insights, and engage with the community to foster stronger relationships and brand loyalty.

Leadership and Development:

• Mentor and guide junior team members, fostering a culture of continuous learning and professional growth.
• Lead training sessions and workshops to enhance the skills and knowledge of the marketing team.
• Actively participate in leadership meetings and contribute to strategic decision-making processes.
• Stay current with industry trends and emerging technologies to keep Made by Mary at the forefront of lifecycle marketing best practices.

Qualifications:

• Proven experience in lifecycle marketing, customer relationship management, or a related field, preferably within the consumer goods, fashion, or lifestyle industries.
• Strong understanding of customer segmentation, journey mapping, and personalized marketing strategies.
• Proficiency in email marketing and tools (e.g., Klaviyo)
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams.
• Analytical mindset with the ability to interpret data and make data-driven decisions. Ability to connect activities to results and show how campaigns are driving retention, repeat purchases, and lifetime value of customer.
• Creative thinker with a keen eye for detail and aesthetics.
• Bachelor's degree or higher in Marketing, Business, Communications, or a related field.
• Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines.
• Experience with data analytics tools (e.g., Google Analytics, Triple Whale, etc)
• Experience with customer feedback tools, review moderation systems, and survey platforms (e.g. Okendo, Survey Monkey, KnoCommerce).

This role is perfect for a strategic and innovative marketer who is passionate about creating meaningful customer experiences and driving brand loyalty that increases retention and repeat purchases. If you thrive in a dynamic environment and have a strong track record in lifecycle marketing, we’d love to hear from you.

Made by Mary is an equal-opportunity employer that embraces diversity and inclusion in the workplace. We are committed to building a team that represents a variety of backgrounds, skills, and perspectives because we know this only makes us better. We strongly encourage women, persons of color, LGBTQIA+ individuals, persons with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply even if you do not meet 100% of the qualifications.