Associate Manager, CRM
L'Occitane En Provence, New York, NY, United States
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.
The compensation for this role ranges from $60,000 to $70,000 (based on skills, experience and geographical location).
L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package.
L’Occitane en Provence is an equal opportunities employer. We welcome applications from people of all genders, ages, sexual orientations, ethnicities, backgrounds, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation.
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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.
The compensation for this role ranges from $60,000 to $70,000 (based on skills, experience and geographical location).
L'Occitane en Provence offers a competitive compensation package and a comprehensive benefits package.
L’Occitane en Provence is an equal opportunities employer. We welcome applications from people of all genders, ages, sexual orientations, ethnicities, backgrounds, religions, beliefs, ability statuses, and all other dimensions of diversity. Employment may be subject to verification of references and background check investigation.
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