CRM & Email Marketing Automation Specialist

The Brick is seeking a creative, detail-oriented CRM & Email Marketing Automation Specialist to independently design, build, test, deploy, and optimize email and SMS communications in Listrak NextGen. A core responsibility is owning a comprehensive customer journey matrix that connects customer behaviours and purchases across product categories with relevant, coordinated communications. Reporting to the eCommerce Marketing Manager, this role partners with Advertising, Purchasing, eCommerce, and technical teams to translate business needs into reliable automation logic, while ensuring a thoughtful customer experience and accurate, timely campaigns. **Key Responsibilities** ======================== **Customer Journey Matrix & Automation** ---------------------------------------- * Own and maintain a documented, end-to-end email and SMS journey matrix spanning welcome, browsing, cart recovery, category-specific purchase, repeat purchase, reactivation which are already in the system. * Build category-specific post-purchase journeys for furniture, mattresses, appliances, electronics, and other product groups using order events, category/product information, and relevant follow-up timing. This includes post purchase emails with care instructions, warranty offers, similar or matching items, and so on. * Define and configure each journey’s entry triggers, eligibility, message sequence, wait periods, channel, personalization, conditional branches, pause/resume rules, re-entry criteria, cancellation and exit conditions, and success measures. * Create cross-journey orchestration rules, including message priorities, contact frequency caps, suppression windows, deduplication, and conflict resolution when customers qualify for multiple journeys or purchase across categories. This is important so customers don’t get multiple messages a day. * Coordinate automated and promotional sends; define when service or transactional messages take precedence, and when marketing journeys should be delayed, paused, or stopped. * Independently build, test, troubleshoot, launch, and maintain workflows in Listrak NextGen, collaborating with technical teams when integrations or event feeds require changes. * Maintain clear documentation of triggers, dependencies, decision rules, journey changes, and workflow ownership so automations remain auditable and manageable. **Audience Segmentation & Data** -------------------------------- * Own, track and maintain existing CRM audience segments, including promotional segments; create and refine segments for lifecycle journeys, categories, customer behaviours, and campaigns. * Define segment inclusion and exclusion criteria using available customer, order, product/category, purchase-history, and engagement data. * Identify missing data, event tracking, or integration requirements and proactively follow up with eCommerce and other departments to resolve them. **Campaign Planning, Creative & Deployment** -----------------------------