Manager, Marketing CRM for Adventures

Posted Date: Feb-24-2017

Job ID: 6657

Job Type: Full Time

Job Function: Marketing

City: Kent

State: Washington

What's cool about this job

This job contributes to REI’s success by overseeing the evaluation and optimization of offerings that meet the needs of current and potential REI Adventures travelers, as well as the communication strategy and go-to-market development for REI Adventures, Adventure Projects, and other lines of business.  This role is also contributing by driving awareness, consideration, and conversion for REI Adventures, classes & events, through development, management and optimization of a holistic CRM strategy. This role will partner with leaders in Loyalty, Relationship Marketing, Local Marketing, Integration, & Brand as needed to develop and vet the potential efficacy of new marketing opportunities, offerings, and trigger campaigns. This role works with cross-divisional leaders in Marketing, REI Adventures, Outdoor Programs and Outreach, Digital, Retail, Public Affairs, and Direct Sales to deliver an integrated, cross-channel customer experience related to marketing and communication strategy.

Bring your passion and expertise

• Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
• Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
• Challenges and inspires employees to achieve business results.
• Ensures employees adhere to legal and operational compliance requirements.
• Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
• Conducts and ensures the completion of performance reviews.
• Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
• Establishes and maintains visibility within the department.
•  Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.
• Develops communication strategy for REI’s Adventures business to increase retention and engagement with new and existing travelers.  This includes leading vetting of new strategic initiatives and offerings as well as the communications strategy and contact plan.
• Develop a holistic CRM strategy for REI Adventures, classes & events, including appropriate pre- and post- communications to increase engagement & participation.
• Works closely with Manager – Campaign management to identify and prioritize program messaging throughout the year.
• Works with advertising programs such as mass media, direct marketing, internet marketing, and social engagement programs to design integrated communications campaigns that differentiate REI, engage members and drive brand awareness, traffic, and sales performance.
• Manages communications and marketing strategy development for REI Adventures, Adventure Projects, and other programs.  
• Manages collaboration with cross-divisional business owners to support sales growth and LOB business objectives.  
• Oversees implementation of communication plan.
• Based on analysis and results, makes recommendations to senior management on how strategy should be altered
• Partners with the customer insights team and loyalty strategy team to identify and prioritize needs of members and customers.
• Manages expense budgets monthly working plan and year-end performance.
• Develop success metrics, analyze results and report findings.  
• Incorporates business development and partnership opportunities into program strategies and execution

  • 5+ years experience in marketing, travel marketing, and/or event marketing, preferably with a multi-channel retailer, including 2+ years managing the function
  • Experience developing a CRM strategy based on business and customer needs, in order to drive customer engagement
  • A solid retail business understanding and proven ability to develop, enhance, implement and measure successful customer acquisition and retention programs required.  
  • Proven strategic planning and organizational skills...
  • Thorough understanding of retail marketing principles, advertising practices, production and distribution of marketing materials required.
  • Proven ability to plan and manage work effectively through all phases of the planning and analysis process.
  • Proven abilities in managing ROI and budgets required
  • Bachelors’ degree in marketing or relevant field preferred, or years of equivalent experience
  • Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
  • Creates a strong, mutually supportive work spirit and culture where people can do their best.
  • Establishes trust and inspires others.
  • Makes effective organization and people decisions in a manner consistent with REI's values and ethics.
  • Delivers on commitments and holds others to same.
  • Champions the organization and advocates solutions in the overall Company's best interest.
  • Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
  • Consolidates information from various sources including feedback from others to reach sound decisions.
  • Considers the ultimate impact of decisions and actions on internal and external customers. 
  • Fosters change in company direction.
  • Effectively plans and executes changes.

Why you'll love it here

Real. Alive. Connected. These are a few words that describe life at REI. Whether it’s in our careers or in the great outdoors, we aspire to adventure in all ways! At REI we value our customers; we work hard to earn our reputation for quality and integrity every day. Our commitment remains the same as when we started out in 1938: to inspire, educate and outfit for a lifetime of outdoor adventure. Join a passionate community of people who believe in one simple truth: an outdoor life is a life well-lived. Get ready to harness your creativity, customer focus and enthusiasm for living life outdoors—we can’t wait to meet you!

Oh yeah, did we mention perks? At REI, we understand that benefits matter – we offer a competitive benefit package for all employees which includes: 
  • A workplace built on respect, integrity, and balance 
  • Healthcare coverage for full-time employees
  • A competitive bonus/ incentive program 
  • REI Retirement Plan 
  • Generous gear and merchandise discount 
  • Paid time off 
  • Professional growth and development opportunities 

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 20 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 140 retail locations (and growing), REI offers unique competitive benefits to its more than 12,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

ARTICLE 23-A, Section 753

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.