CRM, Email & SMS Marketing Manager

Campaign Planning & Execution • Own and maintain the email and SMS campaign calendar, ensuring alignment with brand priorities, merchandising strategies, and business goals. • Manage the briefing process and coordinate with creative partners for asset delivery, QA, and timely deployment of campaigns. • Create and schedule all marketing and triggered sends using Godiva’s ESP and SMS platforms. • Partner with the eCommerce and Merchandising teams to align channel communications with launches, promotions, and editorial moments. • Support brand storytelling that supports Godiva’s premium luxury positioning, emphasizing craftsmanship, quality, ingredients and experience. • Manage execution of campaigns from start to finish, including campaign strategy, creative briefs, copywriting, segmentation, QA, deployment, and post-send reporting. • Develop copy for SMS and email content, subject lines, preview text, CTAs, etc. Life-cycle Marketing & Strategy • Own the end-to-end CRM, email, and SMS marketing strategy, from acquisition through post-purchase retention and reactivation. • Build and optimize automated lifecycle journeys (e.g., Welcome Series, Abandoned Cart/Browse, Post-Purchase, Loyalty, Winback, Milestones). • Develop robust A/B testing programs to drive continuous improvement in engagement, conversion, and revenue performance. • Partner with internal teams to ensure segmentation and personalization strategies align with broader CRM goals and customer insights. • • Collaborate with cross-functional partners to create campaigns that balance brand storytelling with commerce-driving CTAs. Analytics, Insights & Optimization • Track and analyze key channel KPIs including open rates, CTR, CVR, unsubscribe rates, and revenue per send. • Conduct post-campaign analysis and share insights to inform future strategy and creative decisions. • Partner with Analytics team to deliver weekly and monthly reporting, highlighting performance trends and opportunities for growth. • Lead testing and optimization across creative, send times, segmentation, and offer structures to maximize engagement and ROI. • Monitor industry trends and competitive benchmarks to inform strategy and maintain best-in-class practices. Collaboration & Cross-Functional Alignment • Work closely with Brand, Creative, and eCommerce teams to ensure consistent messaging across channels. • Partner with Analytics and Paid Media to align CRM segmentation with cross-channel targeting and audience management. • Own the day-to-day relationship with our Email  and SMS providers. Coordinate with external vendors and agencies to ensure flawless campaign execution and reporting accuracy. • Contribute to broader CRM initiatives, including data hygiene, loyalty integration, and personalization roadmaps. Budget Management • Own the channel’s forecasting, budgeting, and monthly accruals. • Ensure that monthly budget targets are met and channel ROAS is in line with goals. • Create purchase orders and ensure processed invoices are on track.