CRM Specialist (Email & SMS)

OVERVIEW: 

SharkNinja continues to grow rapidly across North America, and this role will play a key part in scaling and optimizing our CRM program across the US, Canada, and Mexico. As a CRM Specialist, you will support the planning, execution, and optimization of email and SMS marketing programs that drive engagement, retention, and revenue for our DTC business across the Shark and Ninja brands. 

This is a hands-on executional role with strong cross-functional exposure. You will work closely with internal marketing, ecommerce, and analytics partners, with a particular focus on supporting the Canada CRM program to help deliver on local market goals while aligning to broader North America strategy. 

Key Responsibilities 

CRM Execution & Campaign Management: 

• Support the execution of North America email and SMS marketing campaigns across the US, Canada, and Mexico. 
• Own day-to-day email and SMS briefing, build, scheduling, QA, and deployment. 
• Assemble content and inputs from cross-functional partners including Brand, DTC, Creative, and Commercial teams. 
• Ensure campaigns are delivered accurately, on time, and aligned to business priorities and promotional strategies. 

Lifecycle & Automation: 

• Support behavioral and lifecycle CRM programs including welcome series, post-purchase, replenishment, re-engagement, and other automated journeys. 
• Partner with CRM leadership to help build, optimize, and maintain automated flows within Salesforce Marketing Cloud and related tools. 

Testing, Optimization & Reporting: 

• Partner with digital and analytics teams to execute A/B testing strategies across email and SMS. 
• Track core CRM performance metrics including revenue, engagement, and deliverability, and help develop benchmarks and reporting views. 
• Support performance analysis and insights, with exposure to dashboards and reporting tools such as Power BI. 

Cross-Functional & Regional Collaboration: 

• Collaborate closely with North America CRM stakeholders to ensure consistent execution and best practices across markets. 
• Work closely with the Canada team to support local CRM needs, campaign execution, and performance goals. 
• Partner cross-functionally with Ecommerce, Performance Marketing, Analytics, Creative, and Technology teams. 

About You 

• 1–3 years of experience in CRM, retention, lifecycle, or email/SMS marketing. 
• Hands-on experience executing email and/or SMS campaigns using marketing automation platforms. 
• Salesforce Marketing Cloud experience preferred. 
• Strong organizational skills with the ability to manage multiple campaigns and deadlines in a fast-paced environment. 
• Proficient in Excel; Power BI experience is a plus. 
• Strong attention to detail and comfort with QA processes. 
• Collaborative team player with strong communication skills and a proactive mindset. 
• Experience working in an eCommerce or DTC environment is a plus. 

Location: 
This role is based in our Needham, MA office, with an expectation of 3 days per week onsite.