• Manager - Customer Engagement

    Location US-PA-Warrendale
    Job ID
  • Overview

    The Manager of Customer Engagement will be a part of the Consumer Engagement & Marketing Analytics team at rue21. The team is the principal authority on the rue21 customer, marketing analytics, web analytics, and is charged with championing the voice of our customer and designing innovative, engaging programs for targeted customers. The Consumer Engagement team is integral to the success of rue21 marketing.


    The Manager of Customer Engagement will be responsible for both the strategic and tactical components of CRM. The incumbent will create and execute CRM programs, own the VoC survey program, and will bring the voice of our customer to life through data and exceptional storytelling. The Manager will play a key role in loyalty and email initiatives, and will interface regularly with the email team, social media team, digital marketing team, and IT marketing support team, providing each with insights to optimize customer acquisition/retention and to improve the customer experience at rue21.


    The ideal candidate must be able to quickly respond to requests for information and must have a strong sense of urgency. The Manager of Customer Engagement must have a solid background designing CRM initiatives. The ideal candidate will have deep experience in CRM, while being conversant in loyalty, email, and analytical methods applicable to CRM.


    • Manage 1-2 direct reports
    • Ideate, create, execute, and report on CRM initiatives
    • Lead the strategic and tactical operations of VoC survey program; develop a robust knowledge of rue21 customers and their values
    • Use analytical methodologies (clustering, RFM, etc) to identify and target customer segments
    • Create and distribute CRM campaign and customer reporting (daily, monthly, quarterly, yearly, etc.)
    • Respond to requests from various internal and external stakeholders for performance data
    • Perform other ad hoc analysis and reporting as directed
    • Provide and make recommendations for new and innovative analysis, solutions for unmet reporting needs, and effective revenue-and/or loyalty-driving strategies
    • Other duties as assigned – the candidate will be cross trained in web analytics, customer analytics, marketing analytics, and email and will be expected to contribute to the entire team as needed.



    • Bachelor’s degree in Marketing, Economics, Mathematics, or Statistics; other subjects will be considered but a strong aptitude for analytics must be shown
    • 5+ years of experience with a strong, hands-on background in marketing, ecommerce, or analysis
    • Previous experience developing and measuring CRM campaigns
    • Demonstrated ability to use CRM and/or customer analytics tools and Microsoft Excel 



      • Master’s Degree in Marketing, Economics, Mathematics, or Statistics; MBA
      • Experience with analysis and test design in a retail environment
      • Loyalty and/or email marketing & analytics
      • Experience coding software such as SQL, R, RStudio, Python; experience working with big data and associated techniques

    Skills and Abilities-Technical

      • Solid mathematics background; must be able to catch own mistakes
      • Advanced Microsoft Excel Skills
      • Proficient in SQL
      • CRM and customer analytics tools, especially Aptos CRM

    Skills and Abilities-General

      • Very strong web and business analysis skills
      • Must be highly organized and capable of juggling multiple projects successfully
      • Highly analytical and detail oriented, with a passion for digging into data to identify key trends, results and critical outcomes
      • Strong ability to translate, communicate, and distill statistics and metrics into a digestible, actionable marketing framework
      • Strong initiative – ideal candidate will conceive of research projects/tests and execute based on open business/analysis questions without direct instruction

    Supervisory Responsibilities

    • 1-2 direct reports

    Work Environment / Travel / Physical Demands


    • Normal office environment.
    • Occasional travel as required.





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