Diego R. Dry
Customer Relationship Management Manager
Seattle, WA · (206) 555 0107 · name@example.com · linkedin.com/in/diegordry
Key Qualifications
EXPERIENCE
Nine years in lifecycle and customer relationship management marketing
INDUSTRIES
Specialty retail, outdoor equipment, electronic commerce
SPECIALTIES
Lifecycle programs, segmentation, retention modeling, loyalty communications
SYSTEMS
Braze, Salesforce Marketing Cloud, Snowflake, Shopify, Tableau
CREDENTIALS
Salesforce Marketing Cloud Email Specialist, American Marketing Association
EDUCATION
Bachelor of Science in marketing, University of Washington
Executive Summary
Customer relationship management manager for a specialty outdoor retailer with sixty stores and a growing online business. Nine years building lifecycle programs that treat email and mobile messages as service rather than noise. Owns a customer base of two point one million contacts and forty one percent of digital revenue.
Signature Achievements
- Grew revenue attributed to lifecycle programs from twenty six million dollars to forty three million dollars in three years.
- Raised the repeat purchase rate among first time buyers from nineteen percent to twenty seven percent.
- Rebuilt the welcome journey into six segmented paths, lifting first ninety day revenue per new customer thirty one percent.
- Halved the email unsubscribe rate after moving from calendar sends to behavior triggered messages.
- Launched a mobile application push program that now drives eleven percent of digital orders.
- Reduced platform costs one hundred forty thousand dollars a year by consolidating three messaging tools into one.
Professional Experience
Customer Relationship Management Manager
Puget Outfitters Retail Group, Seattle, WA 2021 to present
Lifecycle marketing for a specialty outdoor retailer with sixty stores and two point one million contactable customers.
- Own the lifecycle program covering welcome, replenishment, winback and loyalty communications.
- Build segmentation from purchase history, store visits and browsing data held in the warehouse.
- Run a testing calendar of roughly forty experiments a year on subject lines, timing and offers.
- Manage two lifecycle specialists and coordinate with merchandising on seasonal messaging.
- Present program results monthly to merchandising, store operations and the online retail team.
Lifecycle Marketing Specialist
Rainier Trail Supply, Bellevue, WA 2018 to 2021
Email and mobile programs for a direct to consumer camping equipment brand.
- Produced about one hundred forty campaigns a year with a small creative team.
- Created the abandoned cart series that recovered nine hundred thousand dollars in its first year.
- Reported weekly on open, click and revenue per message to the marketing director.
- Worked with the creative team on templates that read well on phones as well as larger screens.
Email Marketing Coordinator
Cascade Harbor Goods, Tacoma, WA 2016 to 2018
Campaign production support for a home goods retailer operating twelve stores.
- Scheduled weekly promotional emails and proofed every link before release.
- Maintained list hygiene and suppression files so delivery rates stayed healthy.
- Pulled campaign results into a weekly summary the marketing team reviewed every Monday.
Licensure and Certification
Salesforce Marketing Cloud Email Specialist
Member, American Marketing Association
Education
Bachelor of Science in marketing, University of Washington, 2016
Core Skills
Lifecycle strategy · Customer segmentation · Retention analysis · Campaign testing · Loyalty communications · Mobile messaging · Data warehouse queries · Deliverability · Team management · Revenue reporting