Senior Director, CRM & Retention

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the CRM and lifecycle marketing strategy from start to finish, encompassing onboarding, education, referral, reactivation, and retention.

• Lead and expand a high-performing CRM team focused on campaign operations, analytics, and journey strategy.

• Create and refine lifecycle journeys customized for various customer segments, product behaviors, and regional needs.

• Design and enhance the referral program in collaboration with product and growth teams.

• Propel activation across different regions by crafting messaging and sequencing that transforms sign-ups into engaged users.

• Develop and implement experiments focusing on segmentation, timing, creative elements, and channel mix.

• Optimize the CRM platform to support behavior-based journeys, personalization, and real-time triggers.

• Work collaboratively with Growth, Paid Media, Regional Marketing, Product, and Performance Creative teams.

• Manage CRM initiatives across various product and business verticals.

• Provide reports on CRM performance, identify key drivers, and swiftly apply insights.

• Advocate for retention and customer lifetime value (LTV) as essential company-wide priorities.

⛳️ Requirements

• 8–12+ years of experience in CRM, lifecycle, or retention marketing, preferably in fast-paced B2C or fintech settings.

• Demonstrated success in owning CRM strategy throughout multiple stages of the customer lifecycle, including onboarding, referral, loyalty, and reactivation.

• Extensive hands-on experience with CRM platforms such as Zeta, Braze, and Iterable.

• Proficiency in working with Customer Data Platforms (CDPs) and behavioral data.

• Proven history of building high-performing teams and expanding CRM functions on a global scale.

• Strong emphasis on testing and experimentation.

• Excellent strategic collaboration skills with product, creative, and channel leaders.

• In-depth understanding of engagement, LTV, and retention metrics, with a track record of translating insights into growth opportunities.

• Experience working across different time zones and markets, including multicultural messaging and adhering to global compliance standards such as GDPR and CCPA.

• Located in the US, preferably in Eastern or Central time zones, or the UK.

• Open to hybrid or remote work arrangements.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career growth.

• Flexible work arrangements promoting work-life balance.

• A vibrant and inclusive company culture.