Responsibilities

• Own the CRM strategy across Email, SMS, Loyalty, and future owned channels.
• Own and deliver against CRM and loyalty revenue goals, driving retention, purchase frequency, customer lifetime value, and overall channel performance.
• Define the retention strategy, roadmap, and seasonal CRM calendar aligned to business objectives and customer needs.
• Lead customer segmentation, personalization, lifecycle marketing, and customer journey orchestration.
• Optimize automated trigger programs and behavioral communications across CRM channels.
• Own testing and optimization across messaging, offers, cadence, segmentation, and customer experience.
• Partner with Merchandising and cross-functional teams to align CRM strategies with product, category, and seasonal priorities.
• Monitor and drive key customer and channel KPIs (retention, loyalty engagement, demand penetration, purchase frequency, CLV, revenue).
• Lead, develop, and mentor a high-performing CRM team.

Requirements

• 8-10+ years of experience in CRM, Loyalty, Lifecycle Marketing, Customer Strategy, or related disciplines within an ecommerce, retail, or omnichannel environment
• 3-5+ years of leadership experience managing and developing high-performing teams
• Proven success driving retention, purchase frequency, customer lifetime value, and customer engagement through CRM and loyalty programs
• Experience developing and managing loyalty programs at scale
• Experience leveraging customer data and CDP capabilities to develop customer insights, segmentation strategies, and personalized customer experiences
• Strong analytical skills with the ability to translate customer data and insights into actionable strategies
• Experience partnering cross-functionally across Analytics, Technology, Merchandising, Marketing, and Finance
• Excellent communication, problem-solving, and organizational skills
• Ability to thrive in a fast-paced, entrepreneurial environment

Preferred

• Experience recruiting, identifying, developing, and retaining talent
• Ability to balance a strong management presence with a high level of approachability, encouraging and eliciting associate feedback and interaction

Benefits

• Comprehensive medical, dental, and vision benefits
• Competitive short-term incentive program
• Immediate 100% vested 401K contributions and employer match
• Dog friendly office environment
• $1,000 referral incentive program
• Generous associate discount of 30 - 50% off merchandise online and in-stores
• On-site Cafe
• On-site Gym with Fitness Classes
• Ample parking
• Weekly Car Wash Service and more!