Director, CRM & Loyalty

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Requirements:

• 8+ years of lifecycle marketing experience with a retailer, consumer brand, or marketing/consulting agency - Ecommerce experience a must.
• Experience with ESPs (e.g., Bloomreach, Klaviyo, Braze) and CDPs (e.g., Segment, Tealium) is required.
• Technical expertise in working with ESPs, with the ability to learn quickly and maximize platform potential.
• Experience managing a team that adapts to shifting priorities frequently.
• Track record of segmenting and personalizing CRM programs for impactful business outcomes.
• Proven record of cross-functional partnership to drive revenue growth.
• Proactive in initiating process improvements and ability to work in ambiguity.

Responsibilities:

• Provide strong leadership to the CRM team, setting clear goals and driving performance to enhance customer acquisition, engagement, revenue, and retention.
• Develop, implement, and test innovative CRM strategies across email, SMS, and other channels to improve customer lifecycle value.
• Own CRM as a revenue channel; work with key stakeholders to maximize CRM potential through strategic analysis and execution.
• Utilize advanced technical expertise in CRM platforms and data tools for data-driven decision-making.
• Partner cross-functionally with finance, product, and marketing teams for campaign execution.
• Build customer segmentation strategies to personalize communications.
• Lead A/B testing to optimize CRM programs for improvement.
• Design and manage a loyalty program to enhance engagement and retention.
• Ensure data integrity, track KPIs, and share insights with senior leadership.
• Manage CRM vendor relationships and assess new tools for innovation.