CRM & CX Coordinator

About the Role

DIBS Beauty is hiring a hands-on CRM & CX Coordinator to support retention, customer experience, and website journey work on a day-to-day basis. Reporting to the Director of Retention, this position combines customer service leadership with ecommerce retention execution across CRM, email, SMS, conversion improvement, and broader customer journey touchpoints.

You’ll partner closely with Marketing and the wider Digital team to improve customer satisfaction, strengthen the online experience, and help drive sales and profitability. The ideal candidate is proactive, highly detail-oriented, responsive, and motivated to learn, with strong follow-through and an eye for great content, imagery, and product presentation.

The compensation range for this role is $60,000 to $65,000. NYC hybrid remote is preferred, though remote candidates will also be considered.

Responsibilities

• Own customer care across social, email, and SMS channels.
• Handle customer issues through to resolution and escalate cases when needed.
• Use creative retention tactics to support customer education, engagement, and sales.
• Partner with customer service agents to resolve order fulfillment concerns quickly, including order management, returns, and fraud-related issues.
• Help improve the customer experience by tracking trends and adopting new retention strategies.
• Prepare regular reports covering both quantitative and qualitative customer satisfaction insights.
• Coordinate asset management with internal teams and agencies, including project briefs, timelines, and delivery to the appropriate team or platform.
• Check links for accuracy and relevance.
• Support internal teams in reviewing promotional activity and QA testing before launch.
• Collaborate on content creation, promotional campaigns, email marketing, and SMS initiatives.
• Manage external vendors and agencies supporting email marketing, SMS, and web development asset work.
• Work with the CX team to keep agencies informed about promotions, merchandising changes, and website experience updates.

Requirements

• BA/BS degree in Marketing, Business, or a related discipline.
• At least 1 year of DTC ecommerce experience.
• Hands-on experience with Shopify, Klaviyo, and Yotpo.
• Working knowledge of HTML and CSS is a plus.
• Ability to collaborate effectively with cross-functional teams and external partners.
• Strong organizational skills with the ability to prioritize multiple workstreams.
• Comfort working in a fast-moving, dynamic environment.

Additional Information

This role requires a self-starter mindset, strong attention to detail, responsiveness, and excellent follow-through. Success in the position depends on balancing customer service execution with retention and ecommerce support while maintaining high-quality coordination across teams and vendors.