About the position

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.

Responsibilities

• 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.

Requirements

• 3–5+ years of experience in CRM, lifecycle marketing, or retention marketing.
• Experience working with cross-channel customer communications, including email, SMS, and direct mail.
• Hands-on experience building and deploying customer marketing campaigns, journeys and transactional communications in modern ESPs (ex. Klaviyo, Iterable).
• Experience managing projects across multiple stakeholders and competing priorities.
• Strong organizational and project management skills with exceptional attention to detail.
• Experience interpreting performance data and translating insights into recommendations.
• Ability to work independently while collaborating effectively across teams.
• Experience supporting emerging business initiatives, new programs, or innovation-focused workstreams.

Nice-to-haves

• Analytical & Solutions-Oriented - You use data, insights, and business context to identify opportunities and challenges. You are naturally curious, ask thoughtful questions, and translate findings into practical solutions with measurable outcomes.
• Self-Starter - You are comfortable taking ownership of work from intake to execution. You proactively identify next steps, navigate ambiguity, and ensure projects move from idea to launch with minimal oversight.
• Detail-Oriented & Execution Focused - You take pride in delivering high-quality work. You are highly organized, manage multiple priorities with ease, and thrive in fast-paced environments where precision and follow-through matter.
• Collaborative - You enjoy bringing people together to move work forward. You build strong partnerships across Marketing, Creative, Analytics, Technology, and Business teams, balancing stakeholder needs while maintaining momentum toward shared goals.
• Strong Communicator - You have excellent written and verbal communication skills. You are an active listener, a thoughtful collaborator, and can adapt your communication style to different audiences to build clarity, alignment, and trust.

Benefits

• medical
• dental
• vision
• retirement
• leave of absence plans