Director, CRM & Lifecycle Marketing

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

📋 Description

• Collaborate with the Department Head on departmental objectives, forecasting, and staffing strategies.

• Monitor the profitability of accounts and identify necessary adjustments to sustain healthy margins.

• Act as a daily leader for the team and clients as required.

• Drive lifecycle strategies across various channels including email, SMS, loyalty, subscription, and referral programs.

• Provide guidance to priority clients, especially those within Shopify-based direct-to-consumer brands.

• Conduct lifecycle audits to uncover revenue opportunities.

• Develop and present audit presentations to prospects alongside Sales and Account leadership.

• Assist in securing new business and enhancing existing client relationships.

• Implement and improve workflows, tools, and quality assurance processes.

• Create and sustain playbooks for flow builds, Braze setup, audits, quality assurance, and seasonal planning including Black Friday Cyber Monday (BFCM).

• Train the team on playbooks and update them as platforms and strategies evolve.

• Standardize reporting and performance dashboards.

• Oversee collaboration among retention strategists, designers, and copywriters.

• Manage and mentor managers, strategists, and creative professionals.

• Establish performance expectations and offer coaching, feedback, and career development opportunities.

• Promote accountability, innovation, and a client-centric mindset.

• Track email service provider capabilities, marketing technology integrations, and best practices in retention.

• Build and maintain partnerships with technology vendors.

• Represent the Lifecycle division at industry events, through content creation, and in platform partnerships.

⛳️ Requirements

• Minimum of 8 years of experience in lifecycle marketing, CRM, or retention.

• Prior agency experience is necessary.

• Experience with direct-to-consumer brands is required.

• Extensive hands-on experience with Braze, including program development and management.

• Strong working knowledge of Klaviyo.

• Advanced understanding of Shopify and retention marketing technology tools such as Attentive, Postscript, STAY.AI, Recharge, and Yotpo.

• Proven track record of implementing retention programs that result in measurable revenue growth and enhanced customer lifetime value.

• In-depth understanding of funnel strategies, customer segmentation, and performance optimization.

• Experience in collaborating with cross-functional strategy, account management, and creative teams.

• Excellent communication and client management abilities.

• Experience conducting lifecycle or CRM audits and effectively presenting findings through well-prepared presentations.

• Experience in developing playbooks, standard operating procedures, or frameworks for consistent team performance.

• Must be legally authorized to work in the United States.

• Must indicate whether employment visa sponsorship is necessary.

🏝️ Benefits

• Accelerated career advancement and leadership opportunities.

• Direct mentorship and collaboration with senior leaders across various departments.

• A skilled, supportive, and passionate team.

• Comprehensive coverage for Medical, Dental, Vision, Short-term Disability, Long-term Disability, and Life insurance at 100% paid.

• 401K plan with company matching.

• Generous paid time off (PTO) and holiday benefits.

• A day off during the week of your birthday.