Job Description

About the Role

The CRM team at Stitch Fix is responsible for strengthening client relationships, maximizing customer lifetime value, and driving long-term retention through data-driven personalization. As a CRM Marketing Manager, you will strategically own and innovate key pillars of our CRM organization. Partnering closely with Creative, Data Science, Product, and Engineering teams, you will deliver highly personalized lifecycle programs across multiple channels to measurably reduce churn, increase reactivation, and elevate the overall customer experience.

Responsibilities:

• Strategize and execute comprehensive, cross-channel lifecycle and transactional programs (including Email, App Push, SMS and Packaging Inserts) to drive customer engagement and loyalty.
• Own and optimize the end-to-end planning and development workflow for CRM marketing initiatives, ensuring rapid execution and agile adaptation based on performance data.
• Collaborate cross-functionally with Creative, Product, Engineering, and Customer Service stakeholders to build a seamless customer journey and elevate the role of our Stylists in our content strategy.
• Leverage advanced data analytics and insights to design personalized CRM programs at scale, identifying new growth opportunities and mitigation strategies for churn.
• Synthesize and communicate high-level performance reporting and strategic insights to leadership and stakeholders across the organization.

How AI and tools show up in your day-to-day work:

• Leverage generative AI tools (e.g., ChatGPT, Gemini, Copilot) to accelerate copywriting iteration, brainstorm campaign concepts, and optimize workflow efficiencies.
• Optimize and evolve our programs in partnership with ESP, and other CRM enablement platforms, to build, launch, and monitor complex customer journeys
• Actively explore and adopt emerging AI-driven personalization tools and marketing technologies to continuously evolve Stitch Fix's lifecycle offerings.

About You

This is what you’ll need to succeed in this role from day 1:

Requirements:

• 5+ years of experience in CRM marketing, with a dedicated focus on e-commerce lifecycle strategy.
• Proven expertise managing multi-channel campaigns, specifically utilizing Push notifications and SMS alongside traditional CRM tactics.
• Experience leading projects and mentoring junior team members or external vendors to ensure successful campaign delivery.
• Strong cross-functional collaboration and project management skills, with the ability to navigate complex stakeholder relationships across technical and creative teams.
• Data-driven mindset with a strong understanding of how to design, test, and optimize high-scale marketing programs using consumer insights and empathy.
• Familiarity with modern AI collaboration tools (such as ChatGPT, Copilot, or equivalent LLMs) to enhance daily productivity and content creation workflows.

Nice to Have:

• Experience working within apparel retail or subscription-based business models.
• Familiarity with predictive analytics tools or machine learning-driven recommendation engines.