Director, CRM

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the CRM calendar by establishing email and SMS scheduling and segmentation strategies that support the company's promotional calendar; offer strategic guidance and daily oversight to the senior manager responsible for executing the calendar.

• Supervise the lifecycle journey strategy across email and SMS, ensuring that journey designs and campaign sends are synergistic and collectively contribute to revenue and engagement objectives.

• Track email and SMS send volumes against platform expenses, proactively identify budgetary risks, and suggest program modifications to remain within budget constraints.

• Own the CRM testing roadmap: evaluate results using established methodologies, determine subsequent actions, and prioritize the next best tests to facilitate ongoing program enhancement.

• Design and assess analyses to measure program effectiveness against objectives on a weekly, monthly, and quarterly basis.

• Utilize segmentation, behavioral targeting, and personalization techniques to optimize engagement throughout the customer lifecycle.

• Oversee daily interactions with CRM vendors, including the primary ESP (currently Zeta); assess platform performance, initiate discussions on contract renewals, and provide recommendations for tooling needs or adjustments.

• Foster cross-functional relationships with brand, data and analytics, creative, product, growth, and customer success teams to ensure CRM outputs align strategically.

• Stay updated on CRM best practices, technologies, and trends, applying insights to enhance the program.

• Lead and mentor a team of three — two senior managers and one specialist — by genuinely investing in their growth, performance, and long-term development.

⛳️ Requirements

• 6+ years of experience in email and SMS marketing within eCommerce/DTC and retail sectors.

• Proven success in managing and developing teams of two or more individuals.

• Bachelor's degree is preferred.

• Hands-on experience with email development, including a working knowledge of HTML for email.

• Proficiency in analytics platforms like Looker; ability to quickly gain expertise in new tools.

• Familiarity with Zeta or similar ESP platforms (experience with Zeta is a plus).

• Strong understanding of CAN-SPAM regulations and email industry best practices.

• Data-driven mindset with the capability to synthesize large datasets, identify trends, highlight anomalies, and translate findings into actionable test-and-learn recommendations.

• Outstanding written and verbal communication skills, with a keen creative sensibility and meticulous attention to detail.

• Thrives in dynamic environments, capable of quickly adapting, iterating, and managing multiple priorities with a sense of urgency.

• Self-motivated and comfortable working independently within a decentralized team structure.

• Willingness to travel to off-site meetings as business needs arise.

🏝️ Benefits

• Remote-first workplace (since 2016!).

• Competitive salary.

• Health, Vision & Dental Insurance.

• HSA company contributions.

• 401K with a company match component.

• “Take what you need” PTO.

• Wellness benefits.

• WFH office and cell phone/internet stipend.

• A FREE MATTRESS plus an awesome Friends and Family discount!