Director of CRM & Retention (Primal Harvest)

View full description

Requirements:

• 7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC (Direct-to-Consumer) brand.
• Proven success in leading and executing multi-channel CRM campaigns.
• Strong understanding of segmentation strategies and experience in personalization techniques.
• Proficiency with CRM and customer engagement tools (e.g., ESP, SMS platforms, loyalty/reward programs).
• Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies.
• Strong communication and leadership skills, with experience working cross-functionally.

Responsibilities:

• Lead the planning, development, and execution of CRM campaigns
• Manage campaigns across various channels
• Design and implement a comprehensive post-purchase experience
• Manage and optimize customer engagement tools
• Develop and implement a segmentation strategy
• Conduct tests and analyze the performance of CRM campaigns
• Own the performance and operational success of CRM channels by managing their execution, optimization, scalability, testing, and reporting, ensuring they provide a strong foundation for marketing efforts while driving retention, CLV, and business growth.
• Develop and implement tactical CRM initiatives to enhance customer experience across key touchpoints—including email, SMS, Recharge, and e-commerce interactions—focusing on converting prospects, engaging non-subscribers, and retaining subscribers, with an emphasis on channel performance over content or creative direction.
• Leverage customer data and insights to identify opportunities for segmentation, personalization, and targeted interventions, enabling marketing teams to create impactful strategies while maintaining responsibility for channel infrastructure, operational testing, and execution.
• Own and optimize the CRM tech stack, Recharge touchpoints, and e-commerce customer interactions by managing relationships with tech partners, leading the discovery and implementation of new tools, and ensuring seamless lifecycle marketing capabilities, retention tools, and operational scalability.
• Monitor, analyze, and report on CRM performance metrics, including testing results, to refine channel operations, uncover actionable opportunities, and improve acquisition, retention, and overall performance from a business perspective.