Email and CRM Marketing Manager

ABOUT KENDO

Kendo Holdings, Inc. is a San Francisco-based beauty brand developer and wholesaler owned by LVMH Moët Hennessy - Louis Vuitton, the world’s largest luxury group. A play on the words “can do”, Kendo has become the hub of creativity and next generation beauty product development for global Sephora channels and selective retailers outside of Sephora.

Through original development, collaborations and acquisitions the Kendo stable of brands will always be creative, inspiring and innovative. A dynamic engine of speed, expertise and market-savvy, the Kendo team continues to redefine the beauty industry through great product, great storytelling, great retail and direct-to-consumer partnerships. This shows up in everything we do and in what we stand for:

• “Can Do” Spirit: We work together to make our wildest dreams a reality: As entrepreneurs, we embrace optimism and find creative ways to reach our goals
• Advocacy, Diversity, and Inclusion: We recognize and celebrate the full spectrum of personal identities. We create safe spaces so everyone’s voice is heard. We listen with humility and act with courage.
• Storytelling: We tell authentic stories like no, one else. It’s our key to inspire trust and build relationships, rallying, our people, partners, and consumers around our brands.
• Resilience: We embrace challenges as opportunities. Change is ever- constant, and agility is our strength.
• Product Excellence: We put the consumers first: We constantly raise the bar to create products of the highest quality that everyone just has to have.

The salary range for this position is $108,300 - $135,000 per year. Offered salary is dependent upon experience and San Francisco location. Kendo Total Rewards offerings also include an annual bonus and a comprehensive benefits package including: medical, dental and vision insurance, flex paid time off program, parental leave, employee discount/perks, a retirement plan with employer contributions, Summer Fridays, opportunity to work from anywhere for two weeks during the calendar year and December wellness/shutdown week for applicable positions.

The Kendo house of brands currently includes: Fenty Beauty, Fenty Skin, Fenty Eau de Parfum, Fenty Hair, Ole Henriksen, Lip Lab.

SUMMARY

The Email and CRM Marketing Manager owns program management of CRM Marketing campaigns (email, SMS & customer lifecycle journeys) and is responsible for program performance and strategy. They partner with the Email and CRM Marketing Coordinator/Associate Manager to ensure flawless execution of email and SMS campaigns, including campaign building and set up, targeting and workflow set up, QA process and deployment.

RESPONSIBILITIES

• Own the management and execution of the email and SMS programs for Fenty Beauty, Fenty Skin, Fenty Fragrance and Fenty Hair
• Build the CRM Marketing annual, quarterly, and monthly campaign plans in order to meet CRM sales and profitability targets
• Plan and direct execution of the contact plan, owning the email/SMS campaign delivery schedules, briefing campaign and promotional content and supporting Coordinator/Associate Manager in handling targeting/workflow set up and deployment
• Strategize, brainstorm, and brief campaign and promotional content, using historical insights and knowledge of current beauty and skincare trends to produce commercially relevant content that promotes a frictionless user journey
• Support 360 brand initiatives (launches, tentpole promos, etc.) through CRM channel planning and XFN collaboration
• Partner with site, performance marketing, brand, marketing, and creative on the execution of .com events/campaigns
• Execute programs, initiatives and campaigns in line with the daily and yearly brand calendar and make adjustments based upon YTM and YTD trends with contingency plans to meet financial goals
• Manage the working relationship and processes around day-to-day campaign production and projects with Coordinator/Associate Manager
• Partner with Coordinator/Associate Manager on all email and SMS campaign QA ahead of scheduling
• Manage day-to-day partnership with email and SMS CSMs (ad hoc support, guidance, raising Kendo needs)
• Monitor monthly spend for SMS channel; Raise to leadership any potential overspend risks and propose and action upon plans to address. Raise any potential savings opportunities and align with leadership on what we release to bottom line vs. reinvest
• Monitor channel and customer KPIs, assessing performance vs. industry/historical trends, identifying risks/opportunities, and proposing insights and actions to leadership to grow KPIs
• Own weekly, monthly, and ad-hoc business recaps, providing rich and relevant insights to a variety of audiences, including cross-functionals and leadership
• Execute a robust testing roadmap across CRM channels. Analyze test results and use data insights to implement strategic actions and shape the future strategy
• Optimize existing email & SMS automation programs. Introduce new behavioral trigger campaigns based on customer data and industry best practices
• Identify opportunities to streamline the campaign production process and improve channel KPIs, such as new working processes, tools & services
• Project manage the onboarding of new CRM solutions and services

REQUIREMENTS

Education/Experience

• 5+ years digital marketing experience including 3+ years experience in email marketing channel management and CRM 
• Bachelor's degree in business administration, marketing, communications or equivalent work experience

Technical skills

• Experience with email service providers required
• Experience with SMS providers a plus
• Experience with a customer data platform a plus
• Content creation, campaign production and Q&A
• Experience with web analytics, reporting and insights
• Basic Microsoft Excel knowledge required

Other Skills

• Deep familiarity with email & CRM marketing best practices, planning and execution
• Strong campaign management skills and attention to detail skills
• Ability to own and produce recaps with relevant, insightful KPIs and analysis, provide takeaways and action steps go-forward
• Proven ability to optimize email and/or SMS channel performance through data analysis and innovation
• Ability to multi-task and work in a collaborative and fast-paced environment
• Must be a self-starter and able to independently move projects forward, prioritize tasks, and meet deadlines
• Must have strong organizational and project management skills
• Must have strong collaboration skills and work with a variety of team members across all career levels and functions
• Excellent written and verbal communication/proofreading skills