CRM Manager

Launched in 2014 by former philosophy professor David Barnett, PopSockets is a global digital-lifestyle company that sells empowering, fun, and expressive products that improve people’s digital lives. PopSockets has sold close to 300 million of its iconic phone grips in 75 countries and now has an expanding ecosystem of related products, including phone cases, wallets, mounts, batteries, and chargers.

Our mission is to empower enhanced mobile functionality, self-expression, and authentic human connection. We imagine an Eternal Positivity Machine that sparks joy, creativity, and meaningful relationships. We bring this vision to life by upholding the highest standards in materials, packaging, logistics, and design—while ensuring our supply chain and labor practices remain ethical, responsible, and transparent.

In 2021, PopSockets was honored as one of Fast Company’s World's Most Innovative Companies.

Responsibilities

Own end-to-end management of email and SMS channels, including segmentation, content strategy, automation flows, campaign execution, and reporting. Develop and implement lifecycle strategies that increase 30, 90, and 365 day LTV. Build and execute campaigns, flows, and automations that support retention objectives. Partner closely with the creative team to provide data-driven feedback to optimize campaign design, messaging, and overall effectiveness. Serve as the primary owner of relationships with CRM platform partners and vendor representatives, ensuring PopSockets is maximizing platform capabilities. Evaluate and optimize the CRM tech stack, being thoughtful and strategic in investments in new tools. Actively explore and leverage AI solutions to drive growth, improve personalization, and streamline CRM operations. Optimize campaigns through A/B testing, personalization, and customer journey mapping. Manage CRM performance health: list hygiene, deliverability, compliance (CAN-SPAM, TCPA, GDPR), and engagement. Collaborate with paid media, product, and e-commerce teams to ensure a cohesive customer journey across channels. Explore and build loyalty and referral programs to further improve retention. Track, analyze, and report performance metrics, translating insights into actionable recommendations. 100% ownership of all global CRM operations, ensuring technical requirements (languages, account structures, and localization) are in place to deliver the best customer experience worldwide.

Requirements

Bachelor’s degree in marketing, business, or related field, or equivalent experience. 5–7 years of experience in CRM, lifecycle marketing, or email/SMS marketing in e-commerce or DTC. Hands-on experience with ESP/SMS platforms (e.g., Klaviyo, Attentive). Proven track record of growing LTV and retention metrics through CRM programs. Demonstrated ability to extract data-driven creative insights and translate them into design and messaging optimizations that directly improve retention outcomes. Ability to thrive in both strategic and tactical execution. Strong analytical skills, with comfort using data to inform decisions and feedback. Experience evaluating and managing CRM technology platforms; interest in leveraging AI-driven solutions for personalization and efficiency. Excellent communication skills for cross-functional and creative collaboration. Strong organizational skills and attention to detail. Familiarity with platforms like Global-e for cross-border commerce is a plus

Key Performance Indicators Growth in 30, 90, and 365 day LTV. Revenue contribution from email and SMS. Retention and repeat purchase rate improvements. CRM engagement metrics (open, click, conversion rates). List health and deliverability performance.