[Remote] Marketing Coordinator - CRM & Loyalty

Note: The job is a remote job and is open to candidates in USA. Terrabis is hiring a Marketing Coordinator, CRM & Loyalty to drive customer retention through CRM campaigns, audience and data management, platform support, and loyalty-member service. The role also collaborates with marketing and retail teams and supports vendor coordination and administrative tasks.

Responsibilities

• Build, schedule, and send SMS and email campaigns in Alpine IQ (AIQ) or other CRM tools, from brief through final QA
• Execute retention, winback, and loyalty campaigns, offers, and automations based on strategic briefs and the marketing calendar
• QA every send for accuracy, links, segmentation, compliance, and brand standards before launch
• Support A/B testing of subject lines, creative, offers, and send timing
• Create and maintain audiences and segments based on purchase behavior, visit frequency, preferences, and loyalty tier
• Perform CRM data entry and maintenance, including customer profile updates, loyalty point adjustments, opt-in and opt-out records, and list hygiene
• Track retention and campaign KPIs (e.g., open rates, CTRs, redemption rates, repeat visits, reactivations) and compile regular performance reports
• Monitor campaign delivery and troubleshoot send failures, data sync errors, and audience or automation issues
• Serve as the first point of contact for store teams on CRM and loyalty questions, escalating complex issues to the Marketing Manager, Growth & Communications, or vendor support
• Maintain up-to-date documentation of loyalty rules, tiers, processes, and customer-facing communications
• Stay up to date on AIQ feature releases and CRM best practices to maximize platform value
• Handle inbound and outbound phone calls with loyalty members, resolving questions about points, rewards, tiers, account access, and communication preferences
• Respond to escalated loyalty questions from customers and store teams by phone and email
• Write, print, and mail customer letters, sending from home or through USPS, UPS, or FedEx using a company expense account. Terrabis covers all postage and shipping costs
• Keep a log of customer contacts and outcomes to surface recurring issues and retention opportunities
• Ensure all customer-facing communications comply with state cannabis regulations, SMS and email consent rules, and Terrabis brand guidelines
• Partner closely with the Marketing Manager, Growth & Communications, on campaign priorities, customer journeys, and program changes
• Collaborate with retail activators and store teams to support in-store loyalty signups and drives
• Maintain CRM vendor contacts and ensure timely follow-up on support tickets, fixes, and deliverables
• Draft presentation decks, slide updates, and one-pagers for manager reviews
• Organize team meetings, take notes, and track action items to completion
• Other duties as assigned

Skills

• Bachelor's degree (Marketing, Communications, Business, or related field) or equivalent experience
• 1-3 years of hands-on CRM experience building and sending email and/or SMS campaigns
• Customer service experience, ideally including phone support
• Experience building audiences and segments from customer and purchase data
• Comfortable with Excel or Google Sheets for data entry, cleanup, and reporting
• Comfortable with Microsoft Teams
• Familiar with Claude or ChatGPT AI platforms
• Highly organized with strong attention to detail, especially data accuracy
• Excellent written and verbal communication skills, with a professional phone presence and the ability to write clear, friendly customer letters
• Customer-first mindset with patience and sound judgment when resolving member issues
• Proactive problem-solver who troubleshoots independently and escalates issues appropriately
• Self-motivated and dependable in a remote work environment
• Collaborative mindset, comfortable working across teams and vendors
• Cannabis retail or dispensary experience a plus
• Alpine IQ (AIQ) experience strongly preferred; experience with a similar CRM or email/SMS platform considered
• Familiarity with Dutchie or other POS/ecommerce platforms a plus
• Project management tool experience a plus (Asana or similar)

Benefits

• Remote - US
• Terrabis covers all postage and shipping costs.

Company Overview