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About the Role

As CRM & Lifecycle Marketing Manager, you will own and optimize our CRM strategy across email and SMS, driving customer engagement, retention, and revenue growth. Tapstitch primarily services fashion businesses, but many of our customers are owner-operators, therefore both B2C and B2B expertise is desirable, especially across onboarding, abandoned cart recovery, and post-purchase engagement.

Sitting at the intersection of strategy, execution, and data, this role is an opportunity to define and scale CRM processes from the ground up while working closely with leadership to shape our customer engagement strategy and automation stack.

Note: Tapstitch currently uses a custom-built CRM (Order Portal) that houses customer and order data, currently connected to Klaviyo via API for email marketing. You’ll work closely with an internal Order Portal developer who will support your reporting, insights, and data needs, so you can focus on building high-impact customer journeys.

This position is based in New York.

In this role you will:

• Develop and execute a comprehensive CRM strategy, focused on customer segmentation, lead generation, activation, lifecycle marketing, retention, and revenue optimization.
• Own and optimize CRM flows for B2C-style engagement, including onboarding, abandoned cart, and post-purchase.
• Build B2B style-automation for key accounts, such as onboarding call invitations triggered by behavior.
• Help select a SMS platform and build out Tapstitch's SMS strategy.
• Optimize multi-channel engagement across email and SMS ensuring alignment with customer needs and brand objectives.
• Leverage customer data and behavioral insights to drive personalization, retention, and increased customer lifetime value.
• Define, track, and report on CRM performance metrics, ensuring strategies drive measurable impact.
• Work cross-functionally with sales, customer success, and marketing to streamline customer interactions and improve retention.
• Ensure data integrity and compliance with privacy regulations like GDPR and CCPA.
• Continuously test and refine CRM campaigns, experimenting with new engagement and conversion tactics.

Who we’re looking for:

• 5+ years of experience in CRM management, lifecycle marketing, or marketing automation.
• Expertise in CRM platforms (e.g., Klaviyo, HubSpot, Salesforce or similar).
• In-House CRM software with API link experience advantageous
• Deep understanding of customer segmentation, A/B testing, and personalization strategies to drive retention and engagement.
• Experience in multi-channel automation (email and SMS).
• Data-driven mindset, with strong analytical skills and experience measuring the impact of CRM initiatives.
• Process-oriented and detail-focused, with the ability to optimize and scale customer engagement strategies.
• Strong collaboration skills, working across marketing, sales, and customer success teams.
• Experience in eCommerce, fashion, or SaaS is a plus.

Compensation & Benefits

• Base Salary: $120,000 – $140,000
• Performance-Based Bonus: Up to 20% of base salary
• Health, dental, and vision insurance
• Opportunities for career growth and leadership

Why Join Tapstitch?

• Own and build the CRM function from the ground up.
• Work closely with leadership, influencing key business strategies.
• Join a fast-growing company with high-profile clients and global reach.
• Be at the forefront of fashion and tech, shaping the future of apparel brands.

A bit about Tapstitch:

Tapstitch is a VC-backed company redefining the fashion industry by empowering entrepreneurs to launch and scale successful clothing brands. We combine the ease of print-on-demand with an ever-expanding catalog of high-quality, on-trend garments and customization techniques.

Through Tapstitch, anyone can source the hottest premium blanks, customize them, and dropship them directly to their customers from our facilities.

Since launching in March 2024, we’ve grown rapidly, serving over 20,000 brands.

We serve a range of clients, focusing on fashion brands generating $1M–$10M in revenue to top influencers with millions of followers.