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QS
Quetzal Salcido
Senior CRM & Lifecycle Marketing Manager specializing in DTC and eCommerce
Los Angeles, CACRM & Lifecycle Marketing Manager16 years experienceSeniorE-commerceRetailDirect-to-Consumer (DTC)
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About
Lifecycle/CRM marketer in a niche, female-predominant medical/ecommerce product environment who builds behavior-based post-purchase programs using email + SMS and Zendesk support-ticket insights. Reported measurable lifts in repeat purchase (15–20%), faster repurchase cycles (~30% reduction in latency), higher engagement, fewer support tickets, and improved CSAT—while maintaining margins and avoiding increased ad spend.
Experience
CRM & Lifecycle Marketing ManagerMedicool
Customer Service & CRM ManagerFountainhead
Customer Service & eCommerce Operations ManagerInternet Discount Group
Education
Art Institute of Santa Monicabachelor, Business Management
Key Strengths
- Led behavior-based post-purchase lifecycle campaign to improve repeat purchase and LTV without increasing ad spend
- Improved second-purchase conversion by ~15–20% and reduced time-to-purchase latency by ~30%
- Increased email engagement (open/response rate up ~30%) via segmentation and channel mix (email + SMS)
- Used Zendesk ticket insights to drive problem-solution messaging, reducing support tickets and improving CSAT
- A/B tested feature-focused vs problem-solution creative; maintained conversions while reducing discount reliance and improving margins
- Reduced email/SMS fatigue through frequency management while keeping SMS engagement high
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