Senior Manager of Customer Relationship Management (CRM)

There are fun jobs, there are jobs that offer challenging problems to solve, and there are companies with an environment that offers both. Paint Nite is just that company! Scalable business, unprecedented growth, profitable (how many small companies can say that), a place that offers all employees a voice, and products and services that spread sheer joy and entertainment to its customers; What more could you ask?

Paint Nite is looking for an experienced manager to lead customer relationship management and retention marketing for high value customers and those engaging across several owned marketing channels. As the Sr. Manager of CRM your primary responsibility will be to create marketing opportunities through organic growth and implement them across email and social channels.

 Working closely with the e-mail marketing, social media, and content development teams, you will design, launch, and iterate on marketing campaigns that drive customers to purchase more, stay engaged with our brand, and join our loyalty community. You will work cross-functionally with other marketing teams to design integrated retention campaigns and collaborate with customer service, data science, and product management stakeholders to ensure we’re serving the right message through the right channel at the right time to our customers. You will also leverage marketing automation technology and rich customer data to maximize the lifetime value of our customer base. Given the strategic nature of this role, qualified candidates must have strong quantitative and analytical skills.

You will:

• Develop and manage strategy and lead the identification/ creation/execution of integrated and personalized CRM programs for key customer segments encouraging customer retention and customer loyalty via cross-channel marketing that includes email, social media, web, & content marketing
• Develop consumer database requirements and integration with other systems to enable dynamic and personalized communications with customer segments
• Work with Email Marketing Manager to build out lifecycle-focused email strategies and triggered campaigns for both acquisition, retention, and loyalty campaigns
• Oversee content development and social community to strategically develop customer experience across all owned channels and develop content that engages and nurtures our customer base
• Contract and relationship management with marketing automation platforms
• Ensure Paint Nite is leveraging marketing automation tools to full capacity
• Responsible for the growth of CRM database including email listserve and social media community. Regularly report on the growth performance metrics
• Define KPIs for CRM campaigns and report on performance metrics for all initiatives
• Monitor and analyze impact of campaigns and marketing activities on existing customer base, and recommend strategies to increase LTV
• Analyze CRM data to help develop customer personas and segments.
• Customer journey mapping and analysis of all customer touch points across the organization
• Build a holistic view of customer experience end-to-end, identify customer pain points, and recommend solutions
• Relentlessly drive growth through innovative strategies and meticulous execution to drive step change improvements in performance
• Become an expert on our customers

You have:

• Bachelors required
• 5-7 years of professional experience
• Seasoned in managing timelines, delivery, dependencies, communication across teams
• Experience with overall marketing strategy, including budget allocation, opportunity assessment and prioritization
• Excellent interpersonal and team building skills including experience managing high performing teams
• Well versed in marketing automation platforms. Experience with Marketo a plus
• Prefer to be hands-on and can multi-task with ease
• A desire to work in a fast-paced, data-driven environment
• Insatiable appetite to learn
• Ability to make independent, reliable decisions
• Ambitious, with the ability to self-manage and initiate projects
• Adaptable and flexible working style, remaining calm under pressure, and adjusting comfortably to changing conditions and priorities
• Successfully developed and managed consumer facing loyalty programs

You should encompass our Core Values:

• You’re curious to a fault.
• Your energy comes from delivering great outcomes.
• You’re comfortable doing a little bit of everything.
• Your friends describe you as tenacious, agile, fun, and adaptable. 

Physical Demands:

While performing the duties of this job, the employee is regularly required to sit for long periods of time; talk or hear; perform fine motor, hand and finger skills in the use of a keyboard, telephone, or writing. The employee is frequently required to stand; walk; and reach with arms and/or hands. Specific vision abilities include close vision, distance vision, depth perception and the ability to adjust focus. The employee will spend their time in an office environment with a quiet to moderate noise level.

WHO WE ARE

Paint Nite® is a new and rapidly expanding concept of blending two timeless pastimes, artistic painting and drinking cocktails as a way to draw patrons into local pubs on a slow night with a unique opportunity to socialize and be creative. The 2-hour Paint Nite painting parties are held daily with 25 people in attendance who follow the step-by-step instructions of one master local artist from blank canvas to masterpiece.
 

We have created an open and highly collaborative work environment that fosters and encourages creativity at every level and facet of our business. We work at warp speed while also encouraging our employees to bring their entire self to work and we offer flex time when needed and unlimited PTO, and all we ask in return is that you are accountable to your individual deliverables, your colleagues and the overall success of Paint Nite!