Senior Manager, CRM Marketing

Chapter Aesthetic Studio is rapidly growing medical aesthetics brand, offering state-of-the-art, non-surgical skin care and body rejuvenation treatments. We exist to empower people to write their own story on beauty, because we believe beauty belongs to everybody. By joining our team of experienced nurses and aesthetic specialists who provide personalized care and incredible service, you will help people feel good about where they are on life’s journey so they can be who they were meant to be.​

​We are a fast-paced, innovative, and high-performing company. Our goal is to spark joy for everyone-our guests, each other, and the communities we live, work, and play in. We are a team built of extraordinary individuals who are passionate about helping others achieve their goals. This includes supporting your unique ambitions and career path and wrapping an abundance of resources around you. We are looking for a team player who is highly motivated, energetic, and hungry for growth who we can cheer on to limitless growth and opportunities.​

Chapter Aesthetic Studio is a part of TAG – The Aspen Group – a family of like-minded brands whose mission it is to empower our teams to deliver the best possible experience and care to every patient that walks through our doors, which means we have a rich bench of experts to collaborate with, borrow from and share wins with.​

​As a reflection of current needs and planned growth we are excited to offer the opportunity to join our team as Senior Manager, CRM Marketing. The Senior Manager, CRM Marketing will be responsible for our lifecycle strategy and execution including driving leads, lead-to-guest conversion, retention, building loyalty, and creating incremental revenue for the business. This role will oversee the strategy, execution, and reporting of campaigns across email, SMS and direct mail. This role is both strategic and detail-oriented, with a strong focus on analysis and effective project management skills. The Sr. Manager, CRM Marketing will have the opportunity to create a best in class customer engagement program that establishes optimal strategies for our target customer and extends to developing experiences that surprise, delight and drive customer satisfaction. Further, we expect this to extend beyond traditional channels to other meaningful ways of driving engagement for Chapter. This role will report to the Director, Ecommerce & CRM for Chapter and partner closely with all cross-functional teams across the business.

Essential Responsibilities

• Develop and execute a full lead to engagement strategy across relevant channels
• Lead audience and segmentation communication strategies and be highly oriented to use customer data to drive personalized communications
• Develop CRM customer journeys and campaigns for full lifecycle communications
• Establish trigger campaigns with new Shopify platform
• Build and lead tactics to grow customer database marketing through owned tactics and working with partnership team
• Own multi-channel content calendar and briefs for activation campaigns for Chapter services and products
• Own day-to-day multi-channel activation campaigns from concept to successful execution
• Manage day-to-day operations & relationships with email, SMS, and other partner platforms
• Schedule all communications and manage the Quality Assurance (QA) process by ensuring all links, images, and copies are correct in CRM communication
• Develop a testing roadmap, KPI’s and measurement that drives improvement in lifecycle channels
• Support brand and business goals while improving acquisition, retention and NPS.
• Drive execution against quarterly OKRs and initiatives
• Create offline strategies to engage and delight our basic and VIP customers.
• Track performance against established KPI targets for channels and initiatives
• Work closely with creative and marketing teams to ensure deadlines are met
• Implement new CRM platform and establish capabilities
• Evaluate current membership and design a full loyalty program
• Partner with Director Ecommerce & CRM and Digital Product team to implement new features and enhance our existing customer experience

Requirements/Qualifications

• Minimum of 5-7 years in CRM or lifecycle marketing (email, SMS, direct mail) with emphasis on customer database growth & marketing, engagement and activation campaigns. Experience in push notifications a plus as we will be expanding communications.
• Strong analytical and project management skills with the ability to think strategically and translate data into actionable business insights
• Preferred experience in beauty or related retail services and products brand
• Profound knowledge in setting up and executing campaign experiments (A/B, MV) to track business impact, analyze the data, and extract key insights
• True attention to detail to ensure campaigns are delivered to the highest quality standards and are hitting their targets
• Innovative thinker with a proactive, take-charge attitude and ability to work collaboratively
• Highly organized with strong follow through and productivity-focused mindset
• Excellent written and verbal communication skills
• Technically savvy and able to pick up new tools quickly

Chapter Aesthetic Studio