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ArcSiteHead of Customer Success
Head of Customer Success leading customer management initiatives at ArcSite. Ensuring SMB and Enterprise clients receive tailored onboarding and support services to maximize product engagement.
About the role
- Execute customer lifecycle marketing strategies to increase engagement, retention, and repeat purchases for both James Allen and Blue Nile.
- Create, test, and optimize automated email workflows (e.g., welcome series, cart abandonment, re-engagement) to drive conversions and reduce churn.
- Collaborate with cross-functional teams (e.g., product, analytics, design) to execute tailored CRM campaigns that align with product launches, seasonal promotions, and business objectives.
- Analyze CRM data, customer behavior, and campaign performance to measure effectiveness and identify opportunities for improvement.
- Monitor industry trends and best practices in CRM to implement innovative strategies and tools that improve customer engagement and experience.
- Maintain customer data integrity and ensure compliance with data protection regulations (e.g., GDPR, CCPA).
- Report on key CRM metrics such as open rates, click-through rates, conversion rates, and customer retention to senior leadership.
- Support A/B testing and campaign optimization to continually improve the effectiveness of CRM communications.
- Work with customer service and support teams to understand customer feedback and incorporate insights into CRM strategies.
- Develop and execute customer loyalty/retention programs for both Blue Nile and James Allen.
- Execute direct mail campaigns and manage vendor interactions.
Requirements
- Bachelor’s degree in Marketing, Business, or a related field.
- 2+ years of experience in CRM, email marketing, or customer engagement in an e-commerce or retail environment.
- Proficiency in CRM platforms (e.g., Salesforce, HubSpot, Klaviyo) and email marketing tools (e.g., Mailchimp, Marketo, or similar).
- Strong understanding of customer segmentation, lifecycle marketing, and personalization strategies.
- Data-driven mindset with the ability to analyze customer data and campaign performance to inform decisions.
- Excellent written communication skills and the ability to create engaging, personalized content for a variety of customer segments.
- Ability to collaborate cross-functionally with marketing, product, and design teams.
- Highly organized with strong project management skills and attention to detail.
- Familiarity with data privacy regulations (GDPR, CCPA) and best practices for handling customer data.
- Experience with segmentation and automation strategies in CRM systems.
- Familiarity with data visualization tools (e.g., Tableau, Google Data Studio) to present CRM insights.
- Prior experience with direct mail advertising efforts.
- Demonstrated experience with customer loyalty and retention.
- Previous experience working with A/B testing tools and methodologies to optimize campaigns.
- Quick to learn and adapt to overcome challenges.
- Enjoys working in an environment with a lively, engaged, and passionate team culture
Benefits
- Paid time off
- Medical, Dental, Vision and Prescription Insurance
- 401(k) Retirement Plan with company match
- Flexible spending account
- Health savings account
- Tuition Reimbursement
- Employee discount
- Parental leave
- Life insurance
Job title
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