Lifecycle CRM Manager, Marketplace

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, WATA, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We are looking for a Lifecycle CRM Manager, Marketplace to join our Growth Marketing team. We’re looking for a seasoned and well-rounded, growth-minded marketer with deep experience working with marketing CRM and marketing automation platforms. As our Lifecycle CRM Manager you will play a crucial role in delivering incredibly personalized communications at scale that enhance the effectiveness of campaigns throughout the customer lifecycle: acquisition, retention, reactivation, cross-sell and more.

You will be at the center of our team’s ability to deliver innovative marketing and promotional automation solutions for a wide range of stakeholders across the organization. You will empower groups across the marketing team, as well as teams across the business, to create and manage personalized and data-driven campaigns that drive customer engagement and  business growth.

The ideal candidate has deep expertise operating in the Salesforce Marketing Cloud to execute across segmentation, automation, personalization to deliver marketing, promotional and advertising related communications (email + mobile push) to our highly engaged customer database. The ideal candidate will be able to manage multiple projects, prioritize tasks effectively and adapt to a fast-paced environment.

You’ll report directly to our Senior Manager, CRM and work from our Santa Ana, CA or Jersey City, NJ office. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process. 

What You’ll Do: 

• Develop and implement a long-term lifecycle marketing roadmap for the PSA Marketplace, owning initiatives that strengthen customer loyalty, maximize LTV, and increase retention.

• Partner with campaign owners, product, marketplace operations, and analytics teams to align CRM initiatives with business goals, audience insights, and KPIs.

• Build sophisticated automated journeys across the customer lifecycle (onboarding, activation, retention, win-back, loyalty), leveraging Salesforce Marketing Cloud and related platforms.

• Create targeted campaigns and promotional strategies by designing highly segmented audiences, integrating with Talon.One to deliver personalized customer experiences.

• Generate regular reports to track campaign performance, providing insights and recommendations to campaign stakeholders.

• Provide insights and best-practices to campaign stakeholders from a lifecycle marketing perspective to guide promotional strategy and decisions to enhance the customer experience.

• Strategize, plan and execute upon various automated journeys across the customer lifecycle, supporting various areas of the business.

• Work directly with the Senior Manager, CRM to define goals, benchmarks, and KPIs for growth campaign performance.

• Monitor campaign performance in real time, run A/B and multivariate tests, and deliver actionable insights to drive continuous improvement in engagement and conversion.

• Stay updated on industry trends, best practices, and emerging Lifecycle Marketing techniques, and proactively apply this knowledge to drive continuous improvement and innovation.

• Partner closely with the Senior Manager, CRM to shape team priorities, while mentoring junior team members and contributing to a high-performance marketing culture.

Who You Are: 

• Bachelor's degree in Marketing, Business, or a related field.

• 5-7 years of proven experience in lifecycle marketing, marketing CRM, marketing campaign management, marketing operations, or related functions.

• Demonstrated success in developing CRM strategies that drive measurable customer growth and retention.

• Hands-on expertise with Salesforce Marketing Cloud (or comparable marketing automation platforms) and promotional platforms like Talon.One.

• Strong analytical skills and experience with data-driven decision-making, including proficiency in customer data analysis, LTV modeling, customer reinvestment and payback analysis, segmentation.

• Detail-oriented with a track record of building scalable, accurate, and high-quality CRM programs.

• A team player, with a strong track record of cross-functional partnership.

• Excellent communicator who can distill complex data into clear insights for stakeholders at all levels.

• Proven ability to work in a fast-paced, dynamic environment and manage multiple projects simultaneously.

• Excellent communication skills, both written and verbal, with the ability to present complex data and concepts in a clear and concise manner.

• Passion for collectibles or curiosity to learn more about the hobby is a plus.

Salary Range: The salary range for this position is $119,000 - $140,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits.

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All salaried employees are eligible for flexible time-off

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

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We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

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If you are based in California, you can read information for California residents here.