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Position Summary The Marketing Coordinator, CRM & Loyalty will be the day-to-day driver of customer retention at Terrabis. This role builds and sends SMS and email campaigns, creates and maintains audiences, keeps CRM data accurate, and troubleshoots platform issues. It also serves as the direct point of contact for loyalty program members by phone and mail. This role reports to and works closely with the Marketing Manager, Growth & Communications, with one goal: keeping Terrabis customers engaged, rewarded, and coming back. Responsibilities CRM Campaign Execution 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. Audience & Data Management 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. CRM Troubleshooting & Platform Support 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. Loyalty Program Customer Service 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. Collaboration & Vendor Liaison 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. Administrative & Ad Hoc Support 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.