Director of CRM & Retention (Primal Harvest)

7+ years of experience in CRM, retention marketing, or customer lifecycle management within a DTC brand. Proven track record in multi-channel CRM execution (email, SMS, subscription touchpoints). Strong technical acumen with ESPs, cohort building, and data-driven customer segmentation. Proficiency in Klaviyo. Experience with Shopify-based brands. Excellent analytical skills, with a data-driven approach to testing and optimizing customer retention strategies. Experience in fast-moving CPG preferred. Hands-on operator mindset. Strong collaboration and communication skills across cross-functional, international teams.

Lead planning, development, and execution of CRM campaigns. Manage campaigns across email, SMS, push notifications, and in-app messaging. Design and implement a comprehensive post-purchase experience. Manage and optimize customer engagement tools (ESP, Referral, Subscription). Develop and implement segmentation strategies using data to deepen customer understanding. Conduct tests and analyze CRM campaign performance for continuous optimization. Own performance and operational success of CRM channels (execution, optimization, scalability, testing, reporting). Develop and implement tactical CRM initiatives to enhance customer experience across key touchpoints. Leverage customer data and insights for segmentation, personalization, and targeted interventions. Own and optimize the CRM tech stack, touchpoints, and e-commerce customer interactions. Monitor, analyze, and report on CRM performance metrics, including testing results.