About this role
Job title: Supervisor, Marketing CRM
About the Role Lead the daily operations and strategy of member communications across Marketing Automation and WeCom to drive member acquisition, conversion, and retention within Abercrombie & Fitch Co.'s CRM programs. You will deliver personalized weekly member communications aligned with themes such as new product launches, seasonal promotions, and campaigns across multiple touchpoints, and optimize always-on lifecycle communications. Collaborate with Store, eCommerce, and cross-functional partners to position digital platforms as a core pillar of the loyalty program and scale personalized customer experiences.
What You'll Do
- Lead the daily operations and strategy of member communications via Marketing Automation and WeCom to drive member acquisition, conversion, and retention.
- Deliver personalized weekly member communications aligned with key themes such as new product launches, seasonal promotions, and marketing campaigns, across touchpoints including WeCom, WeChat notifications, media SMS, SMS, and WeCom group chats.
- Manage and continuously optimize always-on member lifecycle communications.
- Collaborate with Store and eCommerce teams to maximize customer value and WeChat eCommerce sales through WeCom, and oversee WeCom group chat operations.
- Position digital platforms as a strong pillar of the overall loyalty program strategy, automating and scaling best practices while personalizing the customer experience.
- Work closely with internal, external, and global partners to develop and execute CRM member communication and digital platform operations and campaigns that support business growth.
- Proactively identify opportunities and gather cross-industry best practices to continuously enhance CRM strategy.