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 strategic planning, hands-on execution, and integration across the broader CRM ecosystem.
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 developing program and audience strategies; integrating emerging-business priorities across campaign, lifecycle, and channel plans; and building, deploying, and optimizing customer communications across Email, SMS, and Direct Mail. The role will help create more coordinated 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 strategy, 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 determine the right role for CRM, prioritize, operationalize, and deliver programs that support customer engagement and business objectives.
- Lead the integration and orchestration of emerging businesses and programs across CRM, connecting campaign, lifecycle, audience, and channel strategies to create a more coordinated customer experience.
- Partner with retention team to develop audience, segmentation, frequency, and communications plans for emerging programs, identifying overlap, competing priorities, and opportunities across the broader CRM calendar and customer journey.
- Own campaign setup, scheduling, QA, testing, send readiness, and campaign production timelines for assigned emerging-business and program communications.
- Independently build, deploy, and manage email, SMS, and customer communication programs from strategy and intake through launch and learning, for all: campaign, lifecycle, transactional.
- Monitor program performance, develop recaps, share actionable insights, and identify opportunities to improve customer experiences 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.
Who You Are
- 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.
- Systems Thinker - You can look across businesses, programs, audiences, channels, and customer journeys to understand how individual decisions affect the broader CRM ecosystem. You bring structure to complexity without creating unnecessary process.
Experience You Bring
- 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.
Hiring range: $99,500 - $111,500 USD Annual At Patagonia, pay ranges are assigned to a job based on the location specific market median of similar jobs, according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.
Benefits Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.
Workplace Location Overview This position is Hybrid, with a standard schedule of Tuesday - Thursday on-site and remote work on other days. Occasional additional office visits may be required for team events or critical meetings.
Employee Conduct
It is the responsibility of every employee to contribute to a positive, inclusive work environment through cooperative and professional interactions with co-workers, customers, and vendors.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
