CRM Manager, Emerging Channels & Programs

Role: CRM Manager, Emerging Channels & Programs Team: Digital Studio Scope: Individual Contributor, P3 Years of Experience : 3-5+ Years Location: Ventura, CA (Hybrid)

Overview The CRM Manager, Emerging Channels & Programs is responsible for bringing Patagonia's emerging businesses, channels, and customer programs to life through execution and operational ownership.

This role partners with the CRM & Retention Marketing team and cross-functional stakeholders to translate business needs into CRM campaigns and lifecycle programs that support emerging businesses, channels, and initiatives, including Worn Wear, Direct Mail, and future growth opportunities. Day-to-day responsibilities include building, deploying, and optimizing campaigns and always-on customer journeys across Email, SMS, and Direct Mail to create seamless customer experiences, deepen customer relationships beyond individual transactions, and support a healthy customer base for Patagonia.

What You'll Do

• Serve as the primary retention lead for emerging businesses, channels, and customer programs, including (but not limited to) initiatives such as Worn Wear and Direct Mail, owning the planning, briefing, testing, execution, and performance reporting of campaigns and lifecycle programs.
• Translate business needs and objectives (ex. Trade-In customer acquisition targets, revenue per mailer goals) into coordinated omni-channel retention strategies and customer touchpoints. Partner with cross-functional teams to prioritize, operationalize, and deliver programs that support customer engagement and business objectives.
• Independently build, deploy, and manage email, SMS, and customer communication programs from intake through launch, for all: campaign, lifecycle, transactional.
• Partner with retention team on audience segmentation; Own campaign setup, scheduling, QA, testing, send readiness, and campaign production timelines.
• Monitor program performance, develop recaps, share actionable insights, and identify opportunities to improve customer experiences, processes, and program effectiveness.
• Use customer insights, market research, competitive benchmarking, digital marketing trends, and evolving privacy regulations to identify opportunities that improve customer experiences, optimize workflows, and increase the effectiveness of retention marketing programs.
• Document learnings and best practices to support future program growth and scalability.

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