Crm Specialist

Competitive triathletes and passionate bakers, Pam Weekes and Connie McDonald left their careers to open a small bread shop in New York City in 1995 — Levain Bakery.

One day, they baked a BIG chocolate chip walnut cookie as energy for triathlon training. At Levain, a batch of these 6-ounce cookies flew off the shelves, and an icon was born. The cozy shop on West 74th Street became a neighborhood favorite and a destination for epicurious visitors from around the world, hungry for “the cookie.”

From the start, Pam, Connie, and the team baked everything fresh on-site each day, donating the day’s leftovers to charity — and we still do, nearly 30 years later. Today, Levain has bakeries across the country (with more to come!), plus ecommerce gift boxes to treat cookie lovers in every state.

Every day, we strive to embody our company’s five core values:

• Welcome All- We are all in it together
• Work Hard and Be Kind- We pull our weight, we do our best, and take care of each other
• Lead with Heart- We operate with empathy and integrity
• Rise Up- We take initiative to make things better
• Savor It- We are present and find the fun!

THE ROLE: CRM SPECIALIST

The CRM Specialist will play an integral role the development of the customer journey across sales verticals (DTC, Catering, Corporate, and Retail) executing initiatives that drive deeper engagement with Levain Bakery. This role will focus on retention, loyalty, and building omni-channel customer LTV. They will work closely with internal teams and outside agencies to manage owned CRM channels including but not limited to website, email, SMS, loyalty & referral programs.

Reporting to the Senior Manager, Growth Marketing, you will be joining a collaborative and passionate team that is working together to bring cookie joy across America. Your work will inspire magical moments throughout our customers’ lives through the joy of sharing ooey-gooey goodness. It is an exciting time to join the Levain family as we strive to maintain quality of excellence and service despite expanding into new markets and introducing ourselves to millions of new customers.

Jos Responsibilities:

• Own email for the Levain brand, across channels (retail and ecommerce) and across segments and occasions (national shipping, local delivery, catering, corporate, subscription.).

• Optimize cross-channel lifecycle journeys and automations on email and sms

• Work with cross-functional partners to take day-to-day ownership over all aspects of CRM marketing initiatives including project managing the marketing calendar that includes campaign briefs (for content, design, copy, development teams) as well as campaign deployment, production/QA, and measurement.

• Lead CRM reporting and analytics including but not limited to email performance metrics, SMS performance metrics, repeat customer rate, LTV, and use analysis to identify areas of both opportunity and optimization.

• Build user segmentation, developing a deep understanding of our customers and their lifecycles across sales verticals (DTC, Corporate, Catering, Subscription)

• Proactively develop and execute test plans to increase conversion, retention, growth, winback, and engagement throughout the customer’s lifecycle

• Work with customer engagement, operations, and web development teams to enhance the digital customer experience and build customer loyalty and retention programs.

What We’re Looking For

• People-forward attitude with a keen understanding of the customer experience
• Passion for what you do – you’re excited about leveraging your strong analytical skills to contribute to larger goal
• Strong communication & interpersonal skills; team-oriented with a positive attitude
• Maintain a high level of professionalism and courtesy: be adaptable, flexible, and patient
• Be open to feedback and committed to continuous improvement
• Be consistent, patient, and even keeled: Remain calm under pressure when troubleshooting issues
• Strong attention to detail in customer interactions and product knowledge
• Collaborative spirit and commitment to Levain’s core values – you’re a team player and willing to lend a hand or elevate those around you. You add your own individuality to an already positive and uplifting work environment. A good sense of humor doesn’t hurt either!

Requirements:

• Bachelor’s degree

• 2+ years marketing experience for direct-to-consumer brands, bonus if experienced with food and/or multi-channel brands (i.e., retail & e-commerce)

• 2+ years of email experience including skills in creative briefs, A/B testing and segmentation, automated journey building, and in-platform campaign deployment

• Deep knowledge of email best practices, KPIS, and platforms

• Proven track record working on projects that increased LTV and improving retention

• Analytical approach with strong attention to detail

• Exceptional organizational and communication skills

• Customer rewards/loyalty program and referral experience preferred

• Experience with Google Analytics, Excel, Shopify, ESP/CRM, HTML and SMS Messaging platforms

• Klaviyo & Attentive experience preferred

• Copywriting experience preferred

Compensation & Benefits

• $80k-$90k + 10% quarterly bonus potential

• Health, Vision, Dental Insurance
• Employer-funded Healthcare Reimbursement Account
• Additional supplemental benefits: Commuter Benefits, Employee Assistance Program, Bike-Share Reimbursement
• 14 Weeks Fully Paid Parental Leave
• Three Weeks of Paid Time Off
• 401K with 3.5% Company Match

Our vision is to give rise to lifelong memories, and our mission is to bring together people who treat their work and the craft of baking and all who come to visit with great care.