Director of CRM & Loyalty -Crecera

Responsibilities

• Own the CRM strategy and customer lifecycle roadmap across email, SMS, direct mail, and loyalty channels.
• Develop customer engagement programs designed to increase retention, repeat purchase behavior, and customer lifetime value.
• Build and optimize lifecycle journeys including welcome, onboarding, browse abandonment, cart abandonment, replenishment, post-purchase, win-back, and reactivation programs.
• Partner with Analytics and Ecommerce teams to identify retention opportunities throughout the customer lifecycle.
• Analyze customer behavior and engagement trends to identify opportunities to improve retention, repeat purchase behavior, and customer lifetime value.
• Own the email and SMS communication strategy, campaign calendar, and execution across all brands.
• Develop segmentation and personalization strategies based on customer behavior, purchase history, product interests, lifecycle stage, and engagement data.
• Ensure communications are timely, relevant, and aligned with promotional, merchandising, and customer engagement objectives.
• Manage and evolve loyalty programs that strengthen customer engagement and encourage repeat purchase behavior.
• Partner with Brand, Content & Creative teams to develop compelling messaging, offers, and creative assets.

Requirements

• Bachelor's degree in Marketing, Business, Communications, or a related field.
• 8+ years of experience in CRM, lifecycle marketing, retention marketing, customer engagement, or loyalty strategy.
• 3+ years of leadership experience managing teams and cross-functional initiatives.
• Experience within a direct-to-consumer ecommerce organization.
• Deep experience managing email, SMS, marketing automation, customer segmentation, and lifecycle marketing programs.
• Demonstrated success improving retention, repeat purchase rate, customer lifetime value (LTV), and customer engagement.
• Demonstrated ability to operate both strategically and tactically, including hands-on management of CRM platforms, audience segmentation, automation workflows, and campaign execution.
• Strong analytical capabilities and experience utilizing customer data to drive personalization and performance improvements.
• Exceptional communication, collaboration, and customer-centric thinking skills.
• Technical Expertise

Benefits

• Eligible employees may participate in the Company's comprehensive benefits programs, including medical, dental, and vision insurance; health savings and flexible spending accounts; life and disability insurance; 401(k) retirement savings plan with company match; paid time off; paid holidays; employee merchandise discounts; and other wellness and employee assistance programs.