CRM & Lifecycle Specialist

About the position This position is ideal for someone who thrives in a hands-on environmentan Attentive power user who loves building high-performing SMS and email journeys, experimenting through testing, and driving measurable improvement across the customer lifecycle. This role will work out of our North Phoenix corporate support center and offers a hybrid schedule of three days in office and 2 days remote. What You'll Be Doing (These responsibilities must be able to be performed with or without reasonable accommodation)

Responsibilities

• Own execution of lifecycle marketing programs across email and SMS, including automated journeys and campaign sends
• Build and manage lifecycle journeys including welcome, activation, frequency, upsell, retention, and win-back programs
• Own lifecycle promotion execution including coupon execution, testing, and optimization
• Manage SSCWs Attentive Wallet program, including offer deployment, optimization, and performance tracking
• Partner with the Director of Digital & Lifecycle to continuously improve how offers and incentives drive customer acquisition, engagement, and retention
• Execute campaigns supporting promotions, launches, and key business initiatives
• Serve as SSCWs expert user of Attentive and daily operator of CRM platforms
• Personally build campaigns, journeys, segments, and targeting logic (not agency-managed execution)
• Own QA, scheduling, testing setup, and campaign deployment
• Maintain strong platform organization, documentation, and campaign hygiene
• Act as SSCWs internal subject matter expert on lifecycle platform capabilities and best practices
• Closely monitor lifecycle campaign and journey performance including engagement, revenue, retention, and conversion
• Identify performance trends and proactively recommend optimizations
• Run A/B tests across messaging, timing, segmentation, and offers
• Continuously improve personalization and targeting based on performance insights
• Help improve lifecycle efficiency and customer value through ongoing optimization
• Track coupon and wallet performance, identifying opportunities to improve redemption, frequency, and ROI
• Act as the closest voice to lifecycle performance and customer engagement trends
• Provide clear insights into what is working, what is not, and where opportunities exist
• Make recommendations on messaging, targeting, and personalization improvements
• Translate CRM data into actionable insights for the broader marketing team
• Partner with Brand to ensure lifecycle messaging is on-brand and effective
• Support major marketing initiatives through lifecycle campaign execution
• Collaborate with Analytics on segmentation and performance insights
• Partner with Brand and Creative to develop new lifecycle messaging and optimize existing communications based on customer behavior and campaign performance
• Work with Paid Media to align acquisition and lifecycle journeys

Requirements

• 3+ years in lifecycle marketing, CRM or retention focused roles required
• Hands-on Attentive experience required, executing campaigns in CRM platforms (Braze, Salesforce Marketing Cloud, HubSpot, Zoho, or Klaviyo a plus)
• Demonstrated experience as a hands-on CRM operator, not just strategy or agency management
• B2C experience strongly preferred
• Strong understanding of lifecycle marketing best practices and customer engagement principles
• Experience building and optimizing automated lifecycle journeys
• Strong analytical mindset and comfort interpreting performance data
• Experience running tests and improving marketing performance through iteration
• Strong attention to detail and operational discipline
• Highly organized and comfortable managing multiple campaigns simultaneously
• Familiarity working with customer data platforms (CDPs) or audience data integrations is a strong plus, but not required

Benefits

• Medical / Dental / Vision coverage
• STD, LTD and Life Insurance Options
• 401(k) with company match
• Free unlimited car washes
• Paid vacation and sick time
• Company holidays
• Employee Assistance Program
• Tuition reimbursement
• Employee Referral Program

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