Full-Time Director of CRM Marketing

Director of CRM Marketing

Summary/ObjectiveWe are seeking a dynamic and experienced Director of CRM Marketing to join our team and lead customer relationship management initiatives that will drive growth, engagement, and revenue. This leader will have a proven ability to develop CRM strategies, oversee email/SM and loyalty initiatives, and collaborate with cross-functional teams. The ideal candidate has deep experience in email and SMS marketing as well as retention and loyalty programs, with a focus on revenue-driving strategies and driving lifetime value.

Key Responsibilities

1. CRM Strategy Development:Define the vision for data-driven CRM. Develop and execute a comprehensive CRM strategy to enhance customer engagement, retention, and loyalty across all touchpoints.Drive segmentation strategies that align with customer behavior, preferences, and lifecycle stages.Set measurable goals and KPIs for customer retention, churn reduction, and loyalty performance.Create tailored customer journeys for different audience segments, focusing on lifecycle stages like onboarding, upselling, cross-selling, and win-back strategies.
2. Email and SMS Marketing:Lead the planning, execution, and optimization of email and SMS marketing campaigns.Develop advanced personalization and automation strategies to improve campaign performance.
3. Retention and Loyalty Programs:Lead the Alex and Ani loyalty program, identifying opportunities to increase member acquisition, engagement, value, and rewards redemption.Collaborate with cross-functional teams to enhance loyalty benefits, features, and customer experiences.Develop initiatives to grow customer stickiness, leveraging perks, surprise-and-delight moments, and VIP offerings.
4. Data-Driven Insights:Analyze customer data to uncover trends, identify opportunities, and inform marketing strategies.Develop dashboards and reports to track key KPIs, such as CLV, retention rate, and conversion rates.
5. Innovation and Experimentation:Test and implement new tools, technologies, and approaches to enhance the customer experience and optimize campaign performance.Design and manage A/B and multivariate testing for email, SMS, and loyalty campaigns to continuously improve effectiveness.
6. Cross-Channel Integration:Ensure seamless integration of CRM strategies across all marketing channels, including paid media, organic social, and e-commerce to create consistent and connected customer experiences.Partner with the creative and product teams to develop messaging and content tailored to customer segments.Review attribution metrics and other analytics to evaluate the holistic impact of CRM-driven campaigns.
7. Leadership and Collaboration:Manage and mentor a junior marketing team member, providing guidance, feedback, and development opportunities.Partner with product, creative, and paid marketing leads to align on shared goals and initiatives.Collaborate with senior leadership to align CRM strategies with broader business objectives.

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