CRM & Loyalty Analyst

About us

Talbots is a leading omni-channel specialty retailer of women's clothing, shoes and accessories. Established in 1947, we are known for modern classic style that's both timeless and timely, fine quality craftsmanship and gracious service. At Talbots relationships are the key to our business, we hire individuals who bring new ideas to the table, understand smart risk taking and can enhance an already thriving culture. With a commitment to offer modern classic style for every body type, through a full range of sizes, inclusive to every woman in your life.

About the role

The CRM & Loyalty Analyst coordinates and executes the loyalty and CRM program strategy, translating customer growth goals into campaigns, offers and lifecycle journeys that build long term customer value. In this role you own the day to day forward motion of the loyalty program and CRM calendar: briefing and building campaigns, running the test agenda, chasing down dependencies across Marketing, Digital, Stores, IT and external partners, and turning results into clear recommendations. You bring business analysis acumen and are comfortable interrogating customer data and performance reporting to explain what moved and why, without needing to build the models yourself. You will work across functions and across altitudes of influence, from hands on execution with production and email teams through to briefing senior leadership on program performance. As the successful candidate you will be organized, curious, self-motivated and energized by owning a program end to end.

The impact you can have

• Own execution of the loyalty and CRM calendar end to end: briefs, audience requests, offer setup, QA, launch and post-launch readout across email, direct mail, SMS, app and in-store touchpoints.

• Coordinate loyalty program mechanics including tier benefits, points and rewards, enrollment, member communications and member servicing escalations, keeping the member experience consistent across channels.

• Translate customer growth goals into program plans. Partner with the Director, CRM and Loyalty on segmentation, contact strategy and lifecycle journeys (welcome, onboarding, reactivation, win-back, VIP).

• Track member and segment KPIs (enrollment, retention, frequency, spend, tier migration) and explain the drivers behind the movement, not just the movement itself.

• Own the test agenda. Design, document and land A/B and holdout tests, supporting a culture of fail cheaply, learn often and succeed quickly.

• Work across functions and altitudes of influence, keeping Brand Marketing, Merchandising, Creative, E-Commerce, Stores, Customer Service, IT and Analytics aligned on what is shipping and when.

• Manage external partners and vendors across loyalty platform, print and fulfillment deliverables, holding them to timeline and quality.

• Support development and tracking of the loyalty and CRM marketing budget, including offer liability and reward cost.

• Maintain working knowledge of the competitive and loyalty landscape, and bring forward program enhancement recommendations.

You’ll bring to the role

• College Degree

• 2+ years of relevant loyalty, rewards or strategic CRM program experience

• Strong project management and coordination skills, comfortable owning timelines and chasing dependencies across teams

• Business analysis acumen. Able to read customer performance data, form a hypothesis and make an actionable recommendation. Strong Excel; SQL, CDP or Web Analytics exposure a plus

• Strong verbal and written communication skills, able to brief a production team and a senior leader on the same day

• Ability to thrive in a fast-paced environment and juggle multiple projects simultaneously

• Retail or direct-to-consumer experience/passion a plus

Benefits

• You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies.

• Support for your individual development plus opportunities for career mobility within our family of brands.

• A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities.*

• Medical, dental, vision insurance & 401(K).*

• Employee Assistance Program (EAP).

• Time off – paid time off & holidays.*

• The target salary range for this role is: $50,000 - $60,000

*Any job offer will consider factors such your qualifications, relevant experience, and skills. Eligibility of certain benefits and associate programs are subject to employment type and role.

• On-site: This position works on-site at least 4 days per week consistent with the needs of the business at our Talbots office location in Hingham, MA.

Applicants to this position must be authorized to work for any employer in the US without sponsorship. We are not providing sponsorship for this position.

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Location:

Corporate Office-Talbots-Hingham, MA 02043

Position Type:

Regular/Full time

Equal Employment Opportunity

The Company is an equal opportunity employer and welcomes applications from diverse candidates. Hiring decisions are based upon a candidate's qualifications as they relate to the requirements of the position under consideration and are made without regard to sex (including pregnancy), race, color, national origin, religion, age, disability, genetic information, military status, sexual orientation, gender identity, or any other category protected by applicable law. The Company is committed to providing reasonable accommodations for job applicants with disabilities. If you require an accommodation to perform the essential duties of the position you are seeking or to participate in the application process, please contact myHRSupport@knitwellgroup.com. The Company will make reasonable accommodations for otherwise qualified applicants or employees, unless such accommodations would impose an undue hardship on the operations of the Company’s business. The Company will not revoke or alter a job offer based on an applicant’s request for reasonable accommodation.