Job Summary

The Associate Manager, CRM plays a key role in delivering thoughtful, timely, and engaging customer communications across SMS and email channels. This position supports the end-to-end execution of SMS programs, ad hoc emails, and Canada Window communications, ensuring every touchpoint reflects our brand standards and enhances the customer experience. Partnering closely with cross-functional teams and external vendors, the Associate Manager ensures accuracy, consistency, and operational excellence while providing insights that help strengthen our CRM strategy.

Job Responsibilities

• SMS Execution (Attentive)
  • Plan, build, QA, and deploy SMS marketing, promotional, and triggered programs through Attentive.
  • Manage audience selection, suppressions, workflow setup, and deployment timing to ensure communications reach the right customers at the right moment.
  • Conduct end-to-end QA and ensure full compliance with CTIA/TCPA guidelines.
  • Partner with our SMS agency to support daily operations and identify opportunities to enhance performance and scale the channel.
• Ad Hoc Email & Store Operations Emails
  • Build, QA, and deploy ad hoc and Store Operations emails, including operational updates, surveys, and key internal communications.
  • Collaborate with Creative, Marketing, and Ecommerce partners to align on content, timing, accuracy, and brand voice.
• Canada Window Emails (CAEN & CAFR)
  • Support the execution of Canada Window Emails, ensuring accuracy across segmentation, timing, proofing, and deployment.
  • Work in close partnership with the Manager, Email to align with the broader CRM contact strategy and cadence.
• Segmentation & Workflow Management
  • Execute segmentation, targeting, suppressions, scheduling, and workflow configuration across SMS and email programs.
  • Uphold brand standards, regulatory guidelines, and internal compliance across all touchpoints.
  • Lead thorough QA checks to confirm data accuracy, logic integrity, and creative consistency.
• Reporting & Insights
  • Manage weekly, monthly, and quarterly reporting for SMS and ad hoc email performance.
  • Monitor results, identify trends, and translate findings into actionable recommendations.
  • Support channel health tracking, including engagement, deliverability, and list quality, ensuring programs continue to serve and grow our customer base effectively.
• Ad hoc support and projects as assigned.

Requirements

Education

• Bachelor’s degree in Marketing, Business, Communications, or related field preferred.

Experience & Skills

• 2–3 years of CRM, SMS, email marketing, or lifecycle marketing experience.
• Retail or ecommerce experience is a plus.
• Strong understanding of CRM, SMS, and email fundamentals, with an eye for both detail and customer experience.
• Hands-on experience with segmentation, campaign setup, QA processes, and compliance best practices.
• Highly organized with strong project management skills and the ability to balance multiple priorities.
• Analytical thinker with the ability to interpret data and uncover performance insights.
• Collaborative communicator who can partner effectively across teams and vendors.
• Experience with Attentive or similar SMS platforms strongly preferred.
• Familiarity with CRM or email platforms such as Salesforce Marketing Cloud, Adobe Campaign, Iterable, or similar.
• Proficiency in Excel/Google Sheets for reporting and data validation.
• Knowledge of compliance requirements (CTIA/TCPA) and deliverability best practices.

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