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CRM & Lifecycle Manager

Swish BreaksNew York
On-site Full-time

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Experience Level

Mid to Senior

Qualifications

5-8+ years of experience in lifecycle, CRM, or retention marketing. Proven ability to manage customer journey systems.

About the job

THE OPPORTUNITY

At Swish Breaks, we are revolutionizing the live shopping experience on a large scale, processing over 100,000 orders each month across platforms like Whatnot, Fanatics Live, and TikTok, as well as our own digital channels. In this pivotal role, you will leverage data to inform daily decisions related to customer relationship management (CRM), VIP strategies, inventory distribution, and margin enhancement. Your contributions will be vital in translating insights into actionable strategies, driving lifecycle campaigns, and holding the organization accountable for performance metrics.


ABOUT THE ROLE

You will take ownership of the systems and programs designed to transform customer data into meaningful actions. This involves managing our CRM and customer engagement roadmap, developing loyalty and personalization initiatives, and collaborating with our digital product teams to link behavioral signals with customer outreach moments. You will architect the customer journeys, triggers, and touchpoints that guide individuals from their first purchase to repeat buying and ultimately into long-term community membership. Unlike typical lifecycle roles that merely oversee existing tools, this position requires you to manage the entire system.


RESPONSIBILITIES

In this role, you will:

  • Lead the CRM and customer engagement strategy, prioritizing and executing initiatives across email, SMS, and platform interactions.

  • Design and oversee lifecycle programs that encompass onboarding, customer engagement, re-engagement, and win-back strategies to foster long-term loyalty.

  • Collaborate with digital product teams to integrate web and mobile behavioral data into personalized customer experiences.

  • Develop a robust loyalty and VIP program that offers tiered experiences, rewarding high-value customers and enhancing their sense of community.

  • Convert customer insights and platform activities into targeted segments and triggered initiatives that enhance retention and drive revenue.

  • Manage retention metrics, including repeat purchase rates, customer lifetime value (LTV), engagement rates, and churn indicators, utilizing this data to inform decision-making.

  • Work closely with streaming and content teams to create timely, personalized interactions aligned with live events and channel milestones.

EXPERIENCE & QUALIFICATIONS

You possess:

  • 5-8+ years of experience in lifecycle, CRM, or retention marketing, with a proven track record of managing customer journey systems beyond mere campaign execution.

  • Comprehensive experience in overseeing CRM and lifecycle infrastructure from end to end, including setting priorities and executing strategies.

About Swish Breaks

Swish Breaks is at the forefront of the live shopping revolution, providing seamless experiences across major platforms while driving significant monthly order volume. We are a dynamic company looking for innovative thinkers who can contribute to our mission.

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